Delivery & Returns
Delivery, Collection
and Returns
Everything you need to know about getting your order, collecting from our Didcot store, and returning items if something is not right.
Delivery
UK Delivery Options
Standard UK Delivery
£5.00
3 to 5 working days
Royal Mail Tracked 48
Click & Collect
Free
Collect from Didcot
Usually ready within one working day
Free UK Delivery
Free
On orders over £50
Standard timescales apply
Please note: Delivery timescales are working days (Monday to Friday, excluding bank holidays). Orders placed before 1pm on a working day are dispatched the same day. Orders placed after 1pm or at weekends are dispatched the next working day. Timescales are estimates and may be affected by Royal Mail service disruptions.
Click & Collect
Free Collection from Didcot
Click and Collect is free on all orders and is available from Oxford Pet Whisperers at 5 Hawksworth, Didcot, OX11 7HR. This is particularly convenient if your dog attends daycare: you can collect your order at the same time as drop-off or pick-up.
Orders are typically ready for collection within one working day of being placed. You will receive an email or message when your order is ready.
Oxford Pet Whisperers
5 Hawksworth
Didcot
OX11 7HR
Oxfordshire
Returns
Returns and Cancellations
Your 14-Day Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, contact us at hello@thedogstore.uk or via the contact form before the 14-day period expires. Once we have confirmed your cancellation, you have a further 14 days to return the goods.
Refunds are issued within 14 days of receiving the returned goods, using the same payment method you used to purchase. Return postage costs are your responsibility unless the item is faulty or was sent in error.
Exceptions to the Right to Cancel
The 14-day cancellation right does not apply to:
- •Perishable goods (including pet food and treats) that have been opened
- •Items that have been personalised or made to order
- •Goods that have been used and cannot reasonably be resold for hygiene reasons
Sealed pet food and treats that have not been opened may be returned within the 14-day window.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of receipt. Under the Consumer Rights Act 2015, you are entitled to a full refund, a replacement, or a repair. We will cover all return postage costs in these cases. Please include a photograph of the issue when you get in touch. It helps us resolve things faster.
Returns and rewards
Any adjustment to points or rewards after a return is handled by the active Smile Rewards programme. The My Rewards portal shows the current balance and reward terms that apply to your account.
Need Help with an Order?
If you have a question about your delivery, want to arrange a return, or need to report a problem, get in touch and we will respond within one working day.
CONTACT US