Online Shop

Our Story

Information

Sign up to register your interest

and we'll send you the latest news and updates...

The Old Stables, Manor Farm
West Worldham
Alton, Hampshire, GU34 3BD

© 2019 The Red Dog Company

DELIVERIES & RETURNS
 

Deliveries
We use several different couriers for our deliveries depending on size, weight and number of parcels, and it will also depend if you have chosen an express service.   Please note that the courier will automatically selected depending on the above.

Before you finalise and submit your order please ensure the delivery address is correct including the postcode.  We will have to charge an additional fee should the parcel be despatched with an incorrect address.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 2 working days of receiving the parcel.

UK Delivery

 

Standard Delivery*    £4.95    

 

Free delivery on orders over £100, please allow 3 working days for delivery from when the goods are ready for dispatch.

* Surcharges:

 

  • A zonal surcharge may be applied to orders to be shipped the following post codes, at the discretion of The Red Dog Company:

  • IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17- 26, PH30-44, PH49-50, ZE, BT, IM, TR21-25

  • Incorrect / incomplete address

  • Return to sender due to failed delivery

  • Redelivery to a different address

  • Delivery at a weekend

International Deliveries

Delivery to most European countries is available at a cost of £15 per item.  For other international destinations, delivery is charged in accordance with the size and destination address of the order as per the delivery cost at the time of order.  To find out international shipping costs, please email info@thereddogcompany.com.

Returns Policy
Goods must be returned to us within 14 days of receipt, unused and undamaged, and in their original packaging with the returns slip completed.   

Should you which to return any items please call our Customer Service team on 0808 196 1400 or inform us via email at info@thereddogcompany.com.  Please ensure that you include a Returns Slip provided to you by our Customer Services within the parcel.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an undamaged item is returned to us outside of the14 day time frame, we have the right to refuse the return, or in certain circumstances we may issue a (partial) refund via credit note at The Red Dog Company’s discretion.

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse.

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 14 days to be processed, especially during busy periods.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.

If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

We cannot accept returns of washed and/or used textile (beddings, cushions, etc...).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at The Red Dog Company’s discretion.

We cannot accept responsibility for packages that never reach us.  We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by The Red Dog Company.

This policy does not affect your statutory rights.

Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 2 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

Should you which to return any items please call our Customer Service team on 0808 196 1400 or inform us via email at info@thereddogcompany.com.  Please ensure that you include a Returns Slip provided to you by our Customer Services within the parcel.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.  Please make sure to read all care instructions on the “Size & Info” section on a product page.  If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

We cannot accept responsibility for packages that never reach us.  We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.