Terms and Conditions

By placing an order, it is deemed that the customer has read, understood, and agreed to Urban Tails Terms and Conditions.

 

Payment

When Payment is via PayPal, delivery will only be made to the PayPal registered address. Prices are exclusive of delivery. Payment is taken at time that order is placed.

Urban Tails retains legal ownership of all goods until full payment is processed by the customer.

Should you wish to cancel your order please contact us as soon as possible. Once dispatched an order cannot be cancelled.

 

Delivery

UK Shipping 

Standard Postage – Royal Mail £4

Bulky Item Postage – Royal Mail £5

If you require your item quicker please email: [email protected] to discuss postage options.

Delivery will usually take 1 week if it is already made but can take up to 4 weeks. If you require your item before that timescale, please contact us before ordering.

Royal Mail asks to allow 15 working days for items to arrive. Once your item is dispatched, please allow 15 working days before contacting Urban Tails. If your order has still not arrived after 15 working days, please contact us with your order number [email protected]

Local Delivery

We will be offering Free Local Delivery to the following Post Codes

GU15 GU14 GU16 GU17 GU18 GU19 GU20 GU21 GU24 GU25 GU47 SL5 RG12

Deliveries will be made at Weekends or Weekday evenings.

 

Online Purchases

Please contact us at [email protected] to request a return before posting any items. Please give us all details regarding the return of the items

If you change your mind about your order, you have 14 days from delivery date to return the items for a refund excluding all postage costs. All returns must be sent via a traceable service and packaged safely. Should products become damaged during the returns process Urban Tails will be unable to issue the refund.

Made to measure items and personalised items are non-refundable unless faulty. Your Statutory Rights Are Not Affected.

For a refund the item must be in unused/original condition with all original packaging/tags. Refund via original payment method.

In the unlikely event you receive a faulty item or damaged item please contact us with photos of fault. If a genuine fault, Urban Tails will refund postage costs. Urban Tails has strict quality control procedures in place.

Items proved to be maliciously damaged, abused, misused, or used for any other purpose other than intended will not be refunded.

 

Event Purchases 

If you change your mind about your purchase, you can send the items back within 14 days for an exchange or credit note only. Customers must have their receipt for the purchase either digitally or physically. Items without receipts will not be accepted.

Made to measure items and personalised items are non-refundable/exchangeable unless faulty. Your Statutory Rights Are Not Affected.

Items must be in unused/original condition with all original packaging/tags.

In the unlikely event your item is faulty or damaged please let us know at [email protected] to arrange collection or posting it back to us with all the original packaging. Urban Tails has strict quality control procedures in place.

Items proved to be maliciously damaged, abused, misused, or used for any other purpose other than intended will not be refunded.

 

Responsibility 

It is the Pet Owners total responsibility to check general wear and tear of items. It is the Pet Owners total responsibility to check that items ordered are suitable for pet and breed of dog.

Please follow all care instructions including washing and dishwasher guidelines- delicate cycles and low temperatures. Sea water may affect items including colour.

Pet toys are not indestructible, and length of use will vary based on pet and level of play.

 

Urban Tails

All items are subject to availability. Urban Tails takes all reasonable care to ensure website descriptions, prices and images of products are as accurate as possible. Urban Tails reserves the right to amend products, prices, and descriptions.

The content of www.urbantails.pet is the property of Urban Tails and is copyrighted with all rights reserved.

Any customer information given to Urban Tails will not be disclosed to third parties.

Urban Tails does not take any responsibility for any occurrence that is outside of Urban Tails’ control, nor for any consequential occurrences.

Urban Tails reserve the right to review and amend these terms and conditions at any time.