Delivery & Returns
STANDARD DELIVERY IS FREE WHEN YOU SPEND £60+.
PLEASE NOTE: All sale items are non-returnable.
Once you have placed your order, we want you to start enjoying it as soon as possible.
We try our best to dispatch your order within 48 hours. If an item is out of stock, this should be noted on the relevant page, otherwise we will contact you as soon as possible to let you know when it will arrive back in stock. Orders received over a weekend will be processed at the start of the following week.
All orders placed over Bank Holiday Weekends will be dispatched on the Next Working Day. This includes Next Day Delivery.
If you have a safe place you'd like us to leave your parcel, please let us know in the special instructions to seller box at checkout.
Standard Tracked Delivery 2-5 Days (Royal Mail Tracked 48)
Orders should arrive within 2-5 working days. All orders are dispatched via Royal Mail with full end-to-end tracking details.
Standard Tracked Delivery is £4.95. Free over £60+.
When delivery is free and a return is made that would take your order under £60, you will be charged the price of standard delivery (£4.95) off your return total.
Next Day Tracked UK Delivery 1-2 Days (Royal Mail Tracked 24)
Orders should arrive within 1-2 working days. All orders are dispatched via Royal Mail with full end-to-end tracking details and a faster dispatch time.
Next Day Tracked Delivery is £8.95.
Next day orders must be placed before 12pm for delivery the day after. Orders placed after 12pm on a Friday will be sent the following Monday.
If there is a possibility that you may not be at home when your order is delivered, please give us clear instructions about where we can safely leave your parcel.
Store Pickup Click and Collect
In-store pickup is free which is a great option if you live locally. Orders are normally ready for collection within 24hrs. Once your order is ready to collect, you will receive an email notifying you. Simply state your name and order details at the till, happy shopping!
All orders are to be collected from:
Doghouse, 1 Lamb Yard, Bradford on Avon, BA15 1FG
Please note: if you would like to collect from our Clifton Village shop, please click on your cart and scroll down to 'make a note to seller' at checkout and put collect from Clifton. Then choose Collect in Store at checkout. Give us an email email@example.com if you need any help!
We do offer international delivery to most countries. Please enter the destination country at checkout and it will notify you if we ship to your country. Orders should arrive within 2-3 weeks depending on the destination. Please note: we do not send extra large items like beds, so if you encounter issues, please check you do not have any of those items in your basket.
The price of international delivery may differ for each country.
Please note: It is the responsibility of the customer to cover the cost of any additional customs charges for overseas orders placed with us. Once items have left Doghouse, we are unable to control or predict what these fees might be, as this depends on the country being shipped to. If you have any questions about this, please pop us an email and we will assist wherever we can.
Please advise us if your order is needed by a specific date so that we can try to meet your requirements.
Telephone: 01225 864767
The shop is open Monday-Saturday 09:00 – 17:00 and Sundays 10:00 – 16:00.
At other times or if we are busy, you are welcome to email us and we will get back to you as soon as we possibly can. We do not have an answer phone at the shop so if the line is engaged or there is no answer please try again during shop hours or please do email us at firstname.lastname@example.org with any queries.
We hope that you will be completely thrilled with your purchase from Doghouse but if, for any reason, you should decide not to keep it you can simply return to us for a full refund.
Returns must be made within 30 days of receipt and the goods must be unused and returned to us in their original packaging. Please include your name, address and order number with the goods you are returning plus the reason for returning them. We will then refund you the original cost of your order. We don't offer exchanges as such, just simply return any unwanted goods for a full refund then make your next purchase but please include a note to say you'll be exchanging so we are aware. We regret we are not liable for returns which do not reach us, or are damaged when we receive them.
In certain situations, we are happy to provide store credit if returning an unused item after the 30 days but this is subject to our discretion.
Please send your items back to us at the address below. There is no need to send them via Special Delivery but we would advise obtaining a Proof of Posting from your Post Office.
Wiltshire BA15 1FG
- We aim to dispatch orders on the same day before 12pm.
We deliver across the U.K. and the rest of Europe between 8.00am - 5.30pm, Monday to Saturday, excluding Bank Holidays.
Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. Please refer to your tracking for any details.
During extremely busy periods: Black Friday and Christmas bank holidays, we may need to slightly extend our delivery window. This will be by exception only. Please reach out to us if you have any questions or concerns regarding your order. email@example.com
We will leave a card to rearrange delivery should no one be home to sign for your parcel.
Next Day Delivery is only available in the U.K.
Please be aware that customers are responsible for payment of any local customs duties.
Not everything we sell online can be delivered outside of the U.K. due to restrictions upon logistics, legalities and warranties. This includes over-sized items e.g. dog beds and some dog treats.