We have put a lot of focus on making sure our products get delivered to customers as quickly as possible.
POSTAGE
Orders are posted using tracked Royal Mail services.
MAIL PRICES for all Pet Clothing & Accessories
As of Feb 2023
- All Orders over £60: FREE Post.
- UK TRACKED48: £3.65.
- EU TRACKED: £8.20.
- International TRACKED: £11.25.
*PLEASE NOTE: The Pet Lovers Gift Collection is not included in the Free Post offer or the above mail prices! The postage prices for these products will be calculated at the checkout stage.
ORDERS PLACED
Orders placed at the weekend or after 12 Noon Friday will be sent on the next available posting day which is the following Monday (or Tuesday if the Monday is a bank holiday). When an order is placed for many products we may send them individually depending on stock count, these should arrive within 7-10 days. Other products from the same order may on occasion be shipped directly from our supplier and may take a little longer.
ORDER TRACKING
If your order status is “Awaiting Fulfilment” this means we are currently processing your payment and order.
If your order status is “Awaiting Shipment” this means we are currently preparing your order for posting. We will email you as soon as your order is posted.
If your order status is “Shipped” this means your order has been posted and will be delivered to you shortly.
Please refer to your email documentation which provides your tracking number, you can track your order by copying and pasting the following link into your web browser. https://www3.royalmail.com/track-your-item#/
If you have any trouble tracking your parcel, please contact us via our Customer Contact form. We’d be happy to help you!
DELIVERY
We aim to despatch over 98% of items within 2 working days. This means we will pick and pack the majority of orders and get them into the Royal Mail Postal System within 2 working days of receiving your order.
Occasionally, an item maybe out of stock due to an incorrect stock count, these delayed items will be delivered to you directly from our supplier within 28 days.
All delivery dates quoted or agreed by us are estimates only and time of delivery shall not be of the essence of the contract between us. Because we may ship some products from our suppliers, these are all shipped via International Tracked Standard Shipping.
Feedback
Please contact us before leaving any negative or neutral feedback. We will try our best to solve any problems.
About Our Items
All items sold by us are described to the best of our abilities and as accurate as possible. Please note that size and shades and colour representation are subject to manufacturing variance, also monitor settings and screen resolution may vary from computer to computer and may distort actual colours.
PLEASE NOTE:
*We are not responsible for deliveries that were attempted but not successful because there was no one home or available to give a signature.
*We are not responsible for unsuccessful delivery attempts that result in a return to sender situation.
*We are not responsible for incorrect addresses entered into our shipping form.
*After a package is shipped out, we are unable to modify the delivery address.
*We are not responsible for stolen packages.
*We are not responsible for delays caused by customs, or unexpected postal delivery delays such as local postal backlogs or strikes.
*We are not responsible for customs fees for international customers.
*We always try our best to estimate the shipping time and communicate with complete transparency with our customers, but sometimes unforeseen problems can occur.
At treemp, we pride ourselves on providing you quality products and an exceptional shopping experience. However, we understand that there may be times when you need to return or exchange an item. To ensure a smooth and hassle free process, please review our Return and Exchange Policy below:
1. Eligibility for Returns and Exchanges:
- You may return or exchange an item within 7 days of receiving it.
- To be eligible for a return or exchange, you must first contact us via our contact form or email us [email protected] giving your reason. The item must be in its original condition, unused, unwashed, and free from any pet hair or debris.
- Please ensure that all tags and packaging are intact and undamaged.
2. Items Not Eligible for Return or Exchange:
- Due to hygiene and safety concerns, we cannot accept returns or exchanges on sanitary clothing, shoes or pet clothing and accessories that have been tried on, or used.
- Personalized, sale items or gift cards are also non-returnable and non-exchangeable.
3. Return Shipping:
- If your return is accepted, we’ll send you the return address. Items sent back to us without first requesting a return will not be accepted.
- Customers are responsible for return shipping costs.
- We recommend using a trackable and insured shipping method to ensure the safe return of your item.
4. Refund Process:
- Once we receive and inspect the returned item, we will process your refund. Please allow up to 7 working days for the refund to be reflected in your account.
- Refunds will be issued to the original payment method used for the purchase.
5. Exchanges:
- If you wish to exchange an item for a different size, please follow the return process and place a new order for the desired size on our website .
6. Damaged or Defective Items:
- In the unlikely event that you receive a damaged or defective item, please use our contact form or email us [email protected] with a photograph and description on the day you receive the product.
PLEASE DO NOT REMOVE PRODUCTS TAGS AS WE OPERATE A STRICT POLICY OF NO RETURNS, REFUND OR EXCHANGE ON ITEMS WITH TAGS REMOVED OR WITHOUT ORIGINAL PRODUCT PACKAGING.
Exchanges or Returns Due to Sizing Errors
All items on our website feature measurements of the garment not the size of the dog they are intended for. Sizing is the sole responsibility of the customer as we cannot be held responsible for the accuracy of the measurements of the dog that are given to us, however we are happy to provide help and to advise on how to measure your pet if needed.
All items on our website are manufactured in large quantities not made to measure so please be aware that sizes may vary by up to 2cm from batch to batch from published sizes.
If you are unsure how to measure your pet please see the “How To Measure Your Pet” within the main menu.
We do not charge an administration fee for exchanges as we understand sizing is often difficult to get right but we do prefer that you contact us prior to ordering if you require assistance to get the correct size for your dog as it is much better for you and for us if we can get it right first time.
The customer will be liable for return postage. It is the customer’s responsibility to ensure the correct postage is applied and to take steps to ensure that you can track the parcel back to us. We do not accept any responsibility for goods returned to us unless proof of receipt to ourselves can be provided to us.
To Submit a return request
Click the profile icon in the store’s navigation OR copy and paste this link into your
1. Log in to your account:
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six- digit verification code included in the email.
4. Go back to the online store, and then enter a six-digit verification code.
5. Click the order that you want to submit the return for.
6. If your order has more than one item, then select the items that you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return. If your return request is approved and requires shipping then you receive an email with shipping instructions.
9. Alternatively you can also request a return via our contact form or by emailing [email protected].
After your return has been accepted please note our return address below.
Return Adress: treemp Pet Clothing & Accessories, Bryn Glas, 53 New Road, Swansea, SA92YY.
Please ensure you apply the correct postage as responsibility cannot be accepted by treemp for items which can not be delivered to us, due to a shortage in the amount of postage paid.
After the product is returned and meets the return requirements, you will receive your refund. Refunds (on returns processed within 7 working days of receipt) can occasionally take up to 10 working days to reach your account. This is out of our control as the funds leave our account for your payment provider account the same day the refund is processed.
Please Note: Your Order forms the legal basis of Our Contract. By placing your order on our website you agree to accept our Terms of Service.
We thank you for your understanding and hope you love your product from treemp Pet Clothing & Accessories