Payment, shipping and returns

Payment, shipping & returns

 

PAYMENTS

Pricing and Currency

The price and currency of an item will vary depending on the country it is being shipped to. In order to ensure the most accurate pricing, taxes and delivery costs are displayed while browsing our site.

Payment Method

We accept payment via Visa, MasterCard and Paypal. All other credit cards, including American Express can be used at checkout via Paypal. Please note only one (1) form of payment method may be used on a single order.

Currencies for payment

We accept payment in the following currencies: GB Pounds, Euros, US Dollars.

Payment Error Troubleshooting

If you are attempting to checkout and receive the following error message ‘transaction cannot be processed’ please contact your bank in order for them to authorise the transaction.

Order Confirmation

Once your order has been placed an automatic order confirmation will be sent to the email address provided at checkout. The order confirmation acts as an invoice and includes your order number and all relevant details.  We also send a hard copy of your invoice when your order is shipped.

After your order has been placed, a human in our office will send you a link to an online form, which you then need to use to submit four measurements for your dachshund.  You have a window of 7 days from the time of order to submit measurements before your payment authorisation lapses. We take payment only after you have submitted these measurements to us. If you do not submit measurements to us within this time then your order is cancelled. Once your measurements are submitted you have entered into a contract with us for a bespoke product.

If you notice any errors on your order confirmation please contact us so we can modify your order.

Order Processing

If we are making a bespoke coat for your dog, please allow around one week after we receive measurements for our production process, after which we will ship your order.  We do not guarantee this one week turnaround time, but in the unlikely event that we can’t meet this timetable we’ll tell you at the time you order.  At busy periods and when we are on holiday it will be obvious via a pop-up on our website before you place an order if bespoke production of an item is going to take more than one week.

Orders placed after 6:00 PM (GMT) may be processed the next business day and orders placed over the weekend and on holidays will be processed the next business day starting at 9:00 AM (GMT).  Please note that during peak sale periods processing times may vary.  Mixed orders with bespoke items and off the shelf items such as dog toys will only be dispatched once the bespoke items have been made.  

We will notify you when your order has been dispatched and will send you a tracking number.

 

SHIPPING

We charge a flat fee of £10.50 to ship orders to any European address, including the UK.  Shipping to mainland Europe is by Royal Mail International Tracked and Signed service.  Tracked & Signed is a combination service offering full end-to-end tracking, signature on delivery and an online delivery confirmation.  Delivery times will vary, but should take 5-7 working days to European addresses. We may use different carriers from time to time, but will always use a tracked service. 

Shipping outside Europe costs £12.50.  Orders are shipped via the Royal Mail International Tracked and Signed service,  which offers full end-to-end tracking, signature on delivery and an online delivery confirmation.  Delivery should take 5-7 working days to addresses outside Europe.

Countries that we ship to

European countries
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom

Other countries
Iceland, Jersey, Guernsey, Isle of Man, Switzerland, Monaco, Lichtenstein, Norway,
USA, Canada, Australia, New Zealand, Russia, Japan, South Korea.

Customers outside the European Union (EU) or European Economic Area (EEA) are responsible for paying any duties assessed.  Customs duties and import taxes are not included in our sale price, and your package will be shipped DDU (Delivered Duty Unpaid).  It may incur duties and import taxes upon delivery. This charge is determined by your local customs authority. Payment of these is necessary to release your order from customs. For more information, please consult your local customs office.
 

CANCELLATIONS, RETURNS & REFUNDS
Once you have placed and paid for an order with Barkmatic for a bespoke dog coat, made to your dog’s own measurements, you cannot cancel the order or return the coat for a refund after you have received the item if you have simply changed your mind and no longer want the item.  Under UK and EU law bespoke and personalised items are exempt from the cancellation rights that consumers are otherwise entitled to.

Please measure your dog carefully, and contact us with any queries in advance of making a purchase. We are here to help you and we want you be happy with your purchase.

All other non-customised items ordered from Barkmatic may be returned to us for any reason up to 14 days from the day you receive your goods.  To return a purchase, your items must meet the following conditions:

*  Be returned within 14 days of your delivery date
*  Be in its original, unused, unaltered and unwashed condition
*  Be returned with original tags and packaging
*  Not be a bespoke or made-to-measure item.

We currently (December 2019) have no non-customised items on the Barkmatic website. 

You will be responsible for paying for your own shipping costs for returning your item, and these costs will not be refunded.  Please note that if original shipping fees were paid by you these fees are not refundable by us.  We do not accept parcels returned via cash on delivery (COD).  

International packages must be shipped to us using a tracking number.  We don't guarantee that we will receive your returned item.

Refunds are issued in the original form of purchase for all items. You will be refunded, less any shipping costs for orders sent outside Europe, within 14 days of our receipt of the returned items.

You will not be charged a fee for a returns or refund.

Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received by us, a gift certificate will be mailed to you.  If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver on the terms noted above.  

Returns should be sent to: Barkmatic (returns), 86-90 Paul Street, London EC2A 4NE


Please contact us at [email protected] for further information or with any product concerns.