Delivery policy
Delivery costs
UK standard second-class shipping: £1.25. Free for all orders over £20.
UK premium first-class shipping: £1.75.
USA and Canada shipping: £8.50.
Delivery timings
I am to dispatch all orders within 5 working days, however this excludes personalised pet portrait commissions and pre-orders.
All orders are sent 2nd class unless upgraded, which generally takes around 2-3 working days. Please allow extra time during busy periods (for example, at Christmas), and please note that any parcel sent with Royal Mail is not considered lost until 10 working days after date of dispatch.
For pet portrait commissions, pre-orders and custom items, please see product descriptions for delivery details.
Returns, refund and cancellation policy
Returns policy
I am happy to accept returns within 30 days of delivery, and within 3 months of delivery for all products ordered between October and December.
Your product must be unused and in perfect condition.
I do not accept returns for: custom items and personalised pet portrait commissions. Please see my policy below for digital downloads.
Please contact me at woofbyhollie@gmail.com to arrange a return or refund, and we will let you know the appropriate UK address. It is helpful if you can include an order number.
Please note, unless your items are returned because they arrived damaged or faulty, you are responsible for return delivery costs.
Cancellations policy
I am happy to accept cancellations of an order within an hour of the order being placed, including personalised items and commissions. Please contact me at woofbyhollie@gmail.com to arrange a cancellation.
Once the hour has passed, my standard returns policy applies.
Our returns policy is in addition to, and not instead of, your statutory rights.
Digital downloads
Under the Consumer Contracts Regulations, if you want to download something within 14 days of buying it (what is known as the ‘cooling off’ period), you will have to give your consent to waive the 14 day cooling off period. Please note – downloading your digital file is considered consent to waive the cooling off period.
If you do not give your consent, the 14 day cooling off period still applies, however, you will not be able to download your digital content until this period has ended.
After the cooling off period, digital products are non-returnable and non-refundable, but if you have any issues with your digital download, please let me know.
