Payment, shipping and returns

Payment, shipping & returns

 

SHIPPING

At present (September 2020) shipping is free to most but not all of the countries we ship to.  We use reputable courier services such as UPS, DHL and GLS purchased via a consolidation platform to obtain low shipping prices.  We don't always use the same carrier, but will always use a tracked service.  We only contract to us courier services that can deliver in less than one week for a reasonable price.  We can often get 24 or 48 hour delivery but make no guarantee of this.  

Countries that we ship to

With free shipping:
Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Jersey, Latvia, Lichtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

With £15 flat-rate shipping:
Iceland, 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.  Barkmatic ships from Spain, meaning that from January 1 2021 orders sent to the United Kingdom may attract import charges payable by the customer. 
 

 

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. You may choose to display prices in pounds sterling, euros, Canadian dollars, Australian dollars or US dollars via the human icon at the top of each webpage next to the shopping cart icon.

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.

 

 

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.

We currently (September 2020) have no non-customised items on the Barkmatic website. 

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