K9kit Frequently Asked Questions
What are the delivery charges ?
UK Orders £9.99 and over are delivered free. UK Orders under £9.99 are charged at £2.99 per order.
What size is best for my dog ?
Measurements are given in the details for any product with a size choice. Please refer to the measurements page to see where to measure your dog and then choose the suitable option according to your dogs measurements. If in doubt please contact firstname.lastname@example.org and we will be glad to assist.
Can I exchange an item for a different size?
If the price of the item you wish to swap for is the same then we can swap size, providing the item is unused, in pristine condition for resale with original sales tags attached and any packaging is undamaged. If the item you require is a different price to the one you purchased please return the item you have for refund and purchase the one you need as a separate transaction. Please contact us on email@example.com prior to returning an item so that we are aware of your needs and expecting your return. The cost of return postage is the responsibility of the customer. Please note we cannot be responsible for items sent back which become lost in the postal system so it is advisable to return items by recorded/registered post.
Can I return an item for refund?
Yes, as long as we are notified of the return within 30 days of purchase. You can notify us of this by email to firstname.lastname@example.org. We are happy to refund for items found unsuitable providing the item is unused, in pristine condition for resale, in original undamaged packaging with sales tags attached. The cost of return postage to us is the responsibility of the customer. Please note we cannot be responsible for items sent back which become lost in the postal system so it is advisable to return items by recorded/registered post.
I have a query concerning my order can you help me?
Please contact us on email@example.com and we will be happy to help.
How quickly do you dispatch orders?
We aim to dispatch all orders received and paid by 1pm on a weekday the same day. Orders received after 1pm on a weekday will be dispatched the next working day. We do not dispatch on a Saturday, Sunday or Bank Holiday so orders made on those days will be sent on the next working day.
How do I update my address details?
If you wish to place an order but your address has changed since you last ordered please create your order as usual and when you have logged in and reached the checkout page you will find a link there to let you to update your address.
What payment options are available?
We do not accept payment over the phone all orders must be made online.
Where do you deliver to geographically?
We ONLY dispatch to UK postcode addresses. We reserve the right to cancel and refund for any orders placed from non UK postcode addresses.
Can I change the delivery address?
Yes when you create a customer record you add a billing address (which must match the card/paypal registered address) and also a delivery address for the order. The delivery address will remain the same until you change it on a future order. To change the delivery address please place your order and you can amend the delivery address details within the checkout process before choosing the method of payment.