Shopping

How do I know I am ordering the right size?
Where applicable size guidlines are stated on the product page. However please always check our Measure your dog guide before ordering.

Can I place an order over the phone?
Unfortunately we cannot take phone orders at this time. If you are having issues with paypal, please contact us and we can send you an invoice to be paid via Direct Bank Transfer.

Do you have a store I can collect from?
We are solely an online operation and items are dispatched via varied fulfilment operations. Therefore you are unable to collect your items from a retail location at this time.

I can’t get through on your phone number what should I do?
Our phone system works on a complex voip, occasionally this may go down, or if you are calling out of hours you will be sent to a voicemail. Your happiness is very important to us therefore if you face this issue please contact us via email here and we will get straight back to you. if you want to talk to us, send us your number and we will call you as soon as the system is reinstated.

How can I pay?
We accept all major credit cards through paypal. You do not need a paypal account to order. We are also able to accept payment by Bank Transfer – please contact us for details.

I have a Gift Voucher/Credit Note, how do I redeem it?
Simply enter your Gift/Credit voucher code in the Apply Coupon box on your cart page. If you experience problems with your Voucher Code, please contact us.

Can I change my Order?
If your order status is ‘Processing’ then it may be possible to amend it, please contact us for assistance.

Can I cancel my Order?
If your order status is ‘Processing’ then it may be possible, please contact us for assistance.

Shipping & Delivery

What are your shipping costs?
Our charges for postage and packaging are detailed below:

UK: £4.95

Special Delivery: £9.50 *
Special delivery items will be despatched the next working day. Therefore if you order on a Monday, it will be despatched on the Tuesday and arrive on the Wednesday.

Overseas: £15.00 *
* Dependant on weight and destination, if your order exceeds this amount we shall contact you before dispatch to confirm the price. Please note this is not a tracked service.

My country isn’t coming up what shall I do?
Some countries may have been removed due to shipping and delivery issues, please contact us for assistance.

When will I receive my order?
If the item/s you have purchase are in stock then we aim to dispatch it/them to you within 2-3 working days. Please note, once an item is in royal mails hands we have little control over despatch times. International deliveries can take from 5 days to 3 weeks depending on your location.

If an item is out of stock, you should allow 28 working days for delivery, though we will make every effort to contact you to clarify this. Please allow a little longer for busier times such as November and December. Last orders for Christmas delivery will be detailed on our website.

I will not be in when my order is to be delivered, what do I do?
You can have an item shipped to wherever you need should this be a friend or family or work location. If you are not in the carrier will leave a card informing of the attempted delivery, this card will also include instructions on how to obtain your parcel. Non-deliverable, refused and unclaimed orders. If any order is returned, refused or unclaimed by the customer due to customer refusal, negligence or absence, or the provision of incorrect shipping information we shall attempt to contact you. However, Poochiworld reserves the right to recharge all shipping costs to enable us to resend the order.

Returns
Due to hygiene reasons we cannot accept returns of dog toys or treats.For all other items please see the information below.

Can I return an item for an exchange or refund?
Yes, simply contact us with the reason for your return and we will let you know which address to return the item to. We recommend that you use a secure method of delivery as Poochiworld cannot be held responsible for non receipt of returned items. We advise to allow 28 days from the date of receipt by ourselves to enable us to deal with your return. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.

Refunds
Please note that we can only refund your item/s if they are unused and returned within 14 days from the date of dispatch. Sale items are excluded from refund or exchange unless proven faulty. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.

Exchanges
You may exchange items up to 14 days from date of dispatch, if there are no suitable item/s to exchange, Poochiworld will issue a Credit note to the value of the goods returned. Sale items are excluded from refund or exchange unless proven faulty. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.

I have received the wrong item, what do I do?
Every effort is made to dispatch your order correctly and promptly, unfortunately, occasionally errors can occur. If the item you receive is not what’s detailed on your order, please contact us immediately quoting your name, address, contact and order details.

What if the item I have received is faulty?
If your item is faulty, simply contact us with the reason for your return and we will let you know which address to return the item to. We recommend that you use a secure method of delivery as Poochiworld cannot be held responsible for non receipt of returned items. We will replace the faulty item upon receipt.

Can you confirm that you have received my return?
We will email you once your return has been received and inspected. We do recommend that you use a secure delivery method such as parcel2go, this way you will be able to trace your delivery. Poochiworld cannot accept liability for non receipt of any returned goods.

General

How do I measure my dog?
Please refer to our Measure your Dog site pages for full details.

How do I wash my garments?
We advise that all items are Hand Washed separately in warm soapy water, reshaped and allowed to dry naturally.

Other queries?
We are happy to assist with any other queries simply contact us for further help.