Terms and Conditions

Please read the following information carefully. If you have any further questions about our postage, or anything else, please do not hesitate to contact us ­ we are always happy to help.

Unfortunately some items are not available for overseas delivery; this will be clearly stated in the product description.

Will I be charged VAT?

Yes, we are VAT registered (GB 945 2267 14) and therefore our prices shown are inclusive of this purchase tax. If your purchase is to be delivered outside the European Union VAT Zone, this tax will be deducted from your order total at the checkout. If you live in the Channel Islands the VAT will not be deducted from your order total but you will be refunded the amount in full once your order has been despatched. Customers are responsible for paying all applicable import duties applied by the destination country.

Postal Zones

Items can be shipped to the following destinations/zones:

If you cannot see your country listed here, please do contact us (including the items you would like to purchase and your country of residence) to request a quote.

All orders require a signature. The estimated delivery time quoted above is predicted arrival time once despatched. We aim to despatch all items within 2-3 working days but if there are any delays (eg. the item is not currently in stock) you will be informed and a new estimated arrival date will be given. Please note that these delivery dates are estimates only and, due to matters out of our control, items may take longer to arrive, so please allow up to 14 days for delivery, and at least 28 days for the delivery of Special Order items.

Postal Charges by Weight

IMPORTANT: The tables below represent the estimated postal charges of sending parcels of different weights. All our product weights are based on the largest sized item (where applicable). Therefore, if – once packed – your total order weight is less than our predicted weight, and this difference would put you into a lower postage category, we will refund you the difference.

In some cases it may be more cost effective to split your order into two or more packages. Due to the lower cost of sending parcels under 2kg, this may allow us to reduce your postal costs and again you will be refunded any difference.

Items up to 2Kg

Items over 2Kg

For orders over 15kg, please contact us, stating your country of residence.

Please be aware some orders may incur Import Taxes upon arrival in your country, which are dependent upon the value of your order. Bonnie Dogs is not able to give any advice on these taxes, nor will we provide any funds to cover these taxes. We therefore recommend that you check carefully before placing your order.

Returns

If you are not happy with any of the merchandise purchased from us, please inform us within 7 days of receipt that you would like to return it. From the date we receive notification of intent to return a product, we will allow a further 14 days for the item(s) to reach us and items returned within this time will qualify for a refund or credit note (excluding P&P), as required.

Items that do not reach us within this specified time frame cannot qualify for a refund. However, as long as items are returned to us within 30 days we can provide you with a credit note less £2 admin charge. After 30 days no credit notes will be given.

Please note we do not pay for returns postage. In all cases is it important to send returned items by either International Signed For or a Tracked service – without proof of postage we are unable to provide a refund or credit note.

All returned items must be in original packaging, unused and in the same condition that it left the Company. Items that are returned to us in a condition that is not fit for re-sale will not be eligible for refund or credit note and will be returned to you. Please note: toys, food items and grooming products are not returnable and therefore no refund or credit note can be given.

Should you wish to return any purchased items then please send to:

Bonnie Dogs
19 Dorking Road
Bookham
Leatherhead
Surrey KT23 4PU
United Kingdom

It takes about 7-10 days to process returned goods. Your refund will be placed into the account/card with which you placed the original order. We cannot refund to a different card or account.

Exchanges

If you would like to exchange an item for any reason, please inform us within 7 days of receiving your parcel. The fastest way to carry out an exchange is to order the item you wish to change to and we will then refund you the cost of the original item (excluding P&P) when it is received by us. From the date we receive notification of intent to exchange a product, we will allow a further 14 days for the item(s) to reach us and items returned within this time will qualify for a refund or credit note (excluding P&P), as required.

Items that do not reach us within this specified time frame cannot qualify for a refund. However, as long as items are returned to us within 30 days we can provide you with a credit note less £2 admin charge. Please note we do not pay for returns postage.

Refused Orders

Orders that are refused and returned to us unopened by the postal service will be refunded less P&P and 10% admin costs. Please allow 30 days for this to show in your account.

Out of Stock items

If your item is out of stock you will be notified by email and given an estimation of when it is likely to be despatched to you. If you have placed an order of more than one item, those in stock will be despatched to you and the out of stock item will follow as soon as possible, with postage paid by us.