If you have a query or need help please email us at email@justthedog.co.uk or use our contact us page.

Please check your order carefully and notify us of any missing items or damages within 24 hours of receiving the order. Failing this, the order shall be deemed whole and free of any damages/faults.

Payments

We accept the following payment methods: Visa, Mastercard, Maestro, Solo and Switch/Maestro UK
After you have placed your order online, we will send you an order confirmation.
If you haven’t received this email within 24 hours of placing your order, please send us an email.

Changing or cancelling an order

If you wish to change or cancel an order you must notify us in writing. You can email us at email@justthedog.co.uk

Please quote the order number and date the order was placed.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
If you wish to exchange an item, you will be given a full refund and you will be able to place a new order for the desired item. Please note that we cannot charge your card again as we do not keep any credit card details.

If your products have already been delivered, you will need to follow our returns procedure.
We regret that we CANNOT accept cancellations of contracts for the purchase of food items, perishable goods, pet toiletries, veterinary medicines or custom made items (e.g. engraved tags) unless they arrive damaged, faulty or we sent the item in error.

Returns

We are happy to exchange or refund any item if you are not entirely satisfied with your purchase. You must notify us in writing within 7 working days from receiving the goods of your intent to return an item.
Any item you return to us must be in a new and unused condition with the product packaging intact in order for us to accept it.
Returned items which are not in new or unused condition or which are returned after 14 working days from receipt of the order may not be credited to your account unless they are faulty.
To return an item, please wrap it carefully and enclose a note giving your contact details, the reason for return and your order number.
Send the package to our registered business address:

Just The Dog
103 Parkway
New Addington
Surrey
CR0 0JA

0800 5999 468

For your protection we recommend that you use a recorded-delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.

If you return only part of the order, we will not refund the delivery charge as this part of our service to you has been completed.
If the whole of the order is returned, the full amount, including full postage, is refunded.
This returns policy does not affect your statutory rights. Any refunds will be made once we receive the item (maximum within 30 days from notification to us). Please note that refunds can only be made to the card used in the original sale.
We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to validate the fault exists.

Please note that dog toys are not guaranteed against chewing. No dog toy is indestructible and refunds will not be given for items damaged through pets playing with or chewing the product.

Delivery Schedule

Delivery estimates are given in good faith and no liability will be accepted for any loss suffered or caused through late delivery or non-delivery. Please note that we always obtain a certificate of posting and/or signature on delivery.
We aim to ship all standard delivery items within 2-5 business days. We use Royal Mail or a courier company depending on the size of the order. In some instances, especially where Royal Mail is used delivery can take longer. No item is considered "lost in the post" for 15 business days after the date of postage. We cannot take responsibility for this. If your item is urgent, please let us know BEFORE placing your order. A surcharge might be charged for scheduled/urgent deliveries, please email us and we will try to accomodate your request as best we can.We charge a £3.49 delivery fee for all orders within UK Mainland. This does not apply to orders above 25kg.

If your order is over 25kg, there might be an additional fee. In this case we will contact you and give you a quote.

If any items of your order are not in stock we will contact you.
We will not deliver outside of the EU. For delivery prices within the EU, please email us. Our system is set to charge £8 for EU orders but if your order weighs more than 1kg, there will be an additional charge. We will contact you in this case and you can decide whether you wish to go ahead.
Delivery prices quoted apply to UK Mainland only excluding the Scottish Highlands for heavy items. For deliveries outside UK Mainland, the Scottish Highlands, Northern Ireland, the Channel Islands, Guernsey, Jersey, Isle of Man and Isles of Scilly please email us at email@justthedog.co.uk before placing your order.
Parts of your order may be dispatched separately. This will be at no extra cost to you, the customer.

Privacy Policy

We respect your privacy.
We will only use the information that we collect about you in accordance with the Data Protection Act 1998.
We use the information that we collect about you to process your orders, manage your account, administer this website and notify you about our services. It includes your name, your address, your phone number, your email address and credit/debit card details.
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned!
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
We will not disclose the information we hold about you to a third party for marketing purposes. In case of a dispute where the customer claims that they have not received the goods or that the order arrived damaged or delayed, we may disclose your information to Royal Mail or the courier company involved to aid their investigation.
If you have any questions, please feel free to e-mail us.

Cookies

We use cookies to offer a personalized experience and to gather information about how you use our site.
If your internet browser is set to reject cookies or if your network firewall won't allow them then you might not be able to use our store. To enable cookies on your computer please refer to your internet browser help file.

Disclaimer

We have taken all reasonable care in the preparation of the contents on this web site, but make no representation or warranty of any kind with respect to the operation of the site or the information, content, materials, or products included on this site. To the extent permitted by applicable law, we make no warranty, express or implied, as to the accuracy, completeness or currency of the information contained in any of the materials on this web site. We reserve the right to change price and availability information without notice.
Just The Dog shall not be liable to any person for any loss or damage that may arise from the use of any of the information contained in any of the materials on this web site.
We reserve the right to decline orders for bulk or high value purchases and orders that our bank flagged as possible fraud.

Complaints Procedure

Should you be unhappy with the service you received from us, please do not hesitate to contact us.

You can email us at email@justthedog.co.uk or use our contact form.

We aim to resolve any issues arising within 3 working days.

Copyright

All content included on this website, including but not limited to design, text, graphics, logos, icons and the selection and arrangement thereof are the property of Just The Dog or its content suppliers and are protected by UK and international copyright laws. All software used on this site is either the property of Just The Dog or its suppliers and is protected by UK and international copyright laws.
ALL RIGHTS ARE RESERVED. Permission is granted to electronically copy and to print in hard copy portions of this website for the purposes of placing an order with Just The Dog and using this website as a shopping resource only. Any other use of materials on this website including reproduction for purposes other than those noted above, modification, distribution, transmission, broadcasting republication, downloading or uploading without the prior written permission of Just The Dog is strictly prohibited.