Delivery & Returns

Delivery...

All orders received before 1.00pm will normally be despatched on the same day (subject to stock). Orders received after this time will normally be despatched on the next working day.

Standard deliveries to UK are made between Monday and Friday, between 9.00 am and 5.00 pm within 3-5 working days. Payment will be taken at the time of order. We will notify you if we expect the delivery time to be exceeded. Delivery occurs when the items are delivered to the delivery address you specified when placing your order. At this point, responsibility for loss, breakage and damage passes to you. Ownership of items purchased does not pass to you until payment is received by us in full.

Royal Mail - Our £3.95 service is used for orders under the value of £50 and under 2kg in weight. We use Royal Mail for this service and myBIGdog.co.uk will select either First Class or Second Class mail depending on the size and value of the order. With the Royal Mail postal service there is no signature required and so your parcel will either be posted through your letter box (please leave a note for your postman if you wish for the parcel to be left in a safe place) otherwise it will go to your local depot and a card will be left.

Courier - Our £5.95 service is used for orders under the value of £50 and over 2kg in weight. We will select an appropriate Courier service depending on the value, size and nature of your order.

On all orders over the value of £50 myBIGdog.co.uk will choose an appropriate delivery method depending on the value, size and nature of your order.

Return Policy...

At myBIGdog.co.uk we want you to be completely satisfied every time you shop with us. In the unlikely event that you are not absolutely delighted with your order, our Returns Policy explains what you can do.

Damaged Items...

All our parcels are carefully packed by hand. Should your order be damaged in transit, please notify us by emailing info@myBIGdog.co.uk within 7 working days and we will be pleased to replace it. Please see 'To return an item' (below) for details of how to return damaged goods to us. If you are returning an item because the goods are damaged we will be happy to refund all delivery charges incurred by you (both for its initial delivery and for the cost of you returning it to us). In all other circumstances where myBIGdog.co.uk is not at fault, delivery costs will be your responsibility.

Incorrect Items...

If we have sent you an incorrect item, please notify us by emailing info@myBIGdog.co.uk as soon as possible. Please return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.

Free Delivery...

All orders over £50 are eligible for free delivery to the mainland UK with the exception of the Scottish Highlands and Islands and certain remote postcode areas.

Cancelling an Item...

Under the European Union's Distance Selling Regulations, items returned within the seven day cooling off period by customers located in the European Union have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery. Exceptions are: foodstuffs. To cancel a contract for non food and beverage items, please send your complaint in writing giving the reason for the return as 'Contract Cancellation'. Please package the relevant item securely and send it to us so that we are in receipt within seven working days of the date that the item was delivered to you.

Exchange/Refund...

If you are not entirely delighted with the products that you have chosen you may return them to us within 28 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund, provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed. We are unable to offer a refund or exchange on perishable goods such as food products.

To return an Item...

Should you be returning an order because you are not satisfied, please enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, using the original packaging; attach the invoice and return to the address below. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. This returns policy does not affect your statutory rights.

Returns address: MyBIGdog.co.uk, Bar View, 6 Treeve Lane, Connor Downs, Hayle Cornwall TR27 5BN

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

Force Majeure...

MyBIGdog.co.uk shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.