Delivery and Terms
November 2020 Update: we are sorry that we are currently experiencing significant delays of up to 3 weeks in fulfilling orders due to unforeseen problems with our fulfilment provider. We sincerely apologise for any inconvenience caused by these delays.
The Guide Dogs Shop is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us by clicking on 'contact us' in the footer section of this page.
Our Contact details:
Guide Dogs Shop
PO Box 18
To place an order, ask a question about an existing order, or for any other enquiries please call our friendly customer care team on 0345 143 0197. You can call our customer care team during the following hours:
Monday - Friday, 8am - 9pm.
Saturday and Sunday, 9am - 6pm.
MAKING A PURCHASE ONLINE
Making a purchase this way could not be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will then be asked to enter a few details that we require to be able to complete your order.
We accept debit and credit card payments which include Maestro, Mastercard, Visa and Visa Debit.
PROMOTIONS AND DISCOUNTS
Unless otherwise stated, the following items are not included in any promotion or discount offered by the Guide Dogs Shop.
Postage and Packaging
DOGALOGUE XMAS FREE DELIVERY PROMOTION
Between 1st September 2020 and January 31st 2021, we offer free postage and packing for all orders over £40.00. If you have reached the £40 order threshold for this offer, make sure you select the Free Delivery option during the checkout process. The following items are not included in this promotion:
Postage and Packing
CANCELLING AN ORDER
Guide Dogs Shop strives to process your order immediately after checkout so you can receive your goods as soon as possible. Once you have hit the purchase button at the checkout we will begin to process your order. If you decide after checkout that you would like to cancel your order, please call 0345 143 0197. If you call or email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage, provided that you refuse delivery and "Return to Sender" when the order arrives. If you do not contact us within 24 hours to cancel, we will not be able to refund your postage charges.
If you are not happy with your purchase, please return it to us, unused and in its original packaging, within 30 days of receipt for a refund or replacement (this does not affect your statutory rights). If we make a mistake on your order, we will advise you of a Freepost address to return the unwanted item. On receipt, your credit card will be credited for the value of the products purchased.
DELIVERY AND POSTAGE
Your order will be processed promptly and we aim to deliver within 7 working days of receiving it when all stock is available. There may be occasions when products are temporarily out of stock. In order to ensure that you receive your order, we will hold the whole order for no longer than 21 days.
We make every attempt to supply your complete order. If part of your order is unavailable and you have paid by cheque or postal order and the amount due back to you is £5 or less, we will apply a credit voucher to your Guide Dogs Shop account which can be used within 12 months. This is due to administration costs. Alternatively, you can request a refund by calling 0345 143 0197.
We regret that we are unable to deliver to PO Box addresses.
We offer express delivery (with the exception of personalised or Direct Delivery items) of £8.99. This is for orders received before 1pm, Monday to Thursday, please call our order line 0345 143 0197 for further details.
Free postage and packaging offers are only valid for deliveries to a UK address.
Standard delivery charges for all orders other than Virtual Gifts
Our delivery charge is £4.99 for mainland UK deliveries – any profit from our postage charge goes straight back to charity. All handling, post and packaging are included in the cost.
Virtual Gifts delivery charges
Delivery charge for Virtual Gifts is 60p for each card delivered up to the value of £24.99 for UK mainland deliveries. Delivery is free for all Virtual Gifts cards worth £25.00 and over. There is no delivery charge for Virtual Gift e-cards.
For combined orders from the Dogalogue and Virtual Gifts, you will only pay the standard delivery charge.
VIRTUAL GIFTS TERMS
While we try to use all monies paid towards the purpose of the Virtual Gift, we reserve the right to use it wherever the need is greatest.
We can offer overseas deliveries at an additional cost.
EU - £18.00
Rest of World - £32.50
Payment can be made by debit/credit card or drawn on a UK bank, to place an order please call 0345 143 0197. Overseas orders can now be taken online - you will need a debit/credit card for payment. Items marked Direct Delivery and personalised items cannot be delivered overseas.
Overseas orders are not included in any free postage and packaging offers that are running.
PERSONALISED AND DIRECT DELIVERY GOODS
Direct Delivery and personalised goods come directly from our supplier, they may take up to 28 days to reach you and they will arrive in a separate parcel. Please remember to complete the personalisation section unless otherwise stated, if no personalisation is required please leave the checkbox un-ticked. Unless you specify otherwise personalisation will be reproduced exactly as you write it i.e. all capitals, all lower case or a mixture of both.
Personalised goods cannot be cancelled after 48 hours of the order being received by us.
MAKING A COMPLAINT TO GUIDE DOGS SHOP
Our friendly, knowledgeable customer care staff are always happy to help if you have any concerns or complaints and can be reached on 0345 143 0197 or email email@example.com or via the contact us form online.
We always look to resolve any issues directly with our customers, so please do get in touch with our customer service team who will be happy to help you. Please call 0345 143 0197 or email firstname.lastname@example.org team or use the Contact Us form on the website.
Under European Legislation, if you have made a complaint and have exhausted all the options provided by us at Guide Dogs Shop, or you are not satisfied with the resolution we have provided, you can contact the Dispute Resolution Ombudsman Limited. If you feel that you have exhausted all of the dispute resolution options available to you through our website, our Customer Service, and the Dispute Resolution Ombudsman Limited; the ODR Platform can be accessed by following the link: http://ec.europa.eu/consumers/odr/