Delivery and Returns
Once your order has been received, you will receive a confirmation email to the email address that you supplied when placing your order.
MTP will endeavour to dispatch all orders within 2-3 working days of your order being placed. You will receive a dispatch notification email once this has been done.
We currently offer shipping to Mainland UK only.
Postage is £1.50 on orders containing small items only.
Orders under £45 will be posted by Royal Mail 1st Class and charged at £3.95. Please allow 1-2 business days after dispatch for your order to arrive.
Orders of £45 and over will be posted out by Royal Mail 1st Class and will be free of charge. Please allow 1-2 business days after dispatch for your order to arrive.
MTP are not responsible for items that may go missing or get lost in the post. However, if your item does not arrive within the expected timescale, please contact hello@mindthepaws with the details and we will do everything we can to liaise with Royal Mail to locate the parcel. Please be aware though that Royal Mail will only look into missing items 10 working days after the expected delivery date.
Whilst we really hope that you will be completely satisfied with your purchase, should you wish to return any item(s) this must be done within 14 days of you receiving your order. We will aim to make the process as easy as possible for you. Please note that we can only offer the refund if the returned items are in a resaleable state. All items must be in their unopened, original packaging with any labels still attached. Sadly, we will be unable to offer the refund if the items are not returned in this resaleable condition.
To make a return, please contact email@example.com detailing your order number and the item(s) you would like to return and the reason for the return. This must be done within 7 days of receiving your order. The items must then be returned to Mind the Paws within 14 days of receipt of your order. A returns address will be given at the time of contact.
Return postage will be at the customers own expense unless items are damaged or faulty. We would suggest that you use a tracked or signed for services as MTP are not responsible for any items that may get lost in transit.
If goods are returned to us in a used, worn, washed or unsaleable condition we reserve the right to refuse a refund.
Please note: A refund of the initial and return delivery charge will only be given in the instance of incorrect, damaged or faulty goods.
Damaged or faulty goods
Please contact firstname.lastname@example.org within 24 hours of receiving a damaged or faulty item. Please give your order number, a description of the damage or fault and where possible, a photo or video. This will help us take up a claim with the manufacturers or delivery service as appropriate in a timely manner. Initial postage costs for returns for damaged or faulty goods will be reimbursed to you by your original payment method, if we are unable to exchange the item for you. We will require a return postage receipt in order to process this. We strongly suggest any returns are sent using a tracked service. MTP will not be responsible for items that go missing in transit whilst being returned and in this instance items will not be refunded.
Due to ever changing stock levels, we are not able to guarantee that we will be able exchange items. If you would prefer to exchange an item rather than return it, please email us at email@example.com to discuss and we will do everything we can to accommodate your request.