STORE POLICY
Transparency & care
At PoochVille, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for, please contact us at hello@poochville.co.uk
OUR SHIPPING POLICY
Dispatch times
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We aim to dispatch items within 2-3 working days of your order being placed.
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Shipping
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We're just getting started, therefore we currently only offer UK shipping. We do however have plans to ship internationally in the near future.
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Royal Mail 1st Class aims to deliver within 1-2 business days, however in some instances these times may be exceeded by Royal Mail. We cannot be held responsible for any delays caused by Royal Mail, these delays (if any) are out of our control. Please allow 5 working days to pass before reaching out to us if you have not received your parcel.
Alternatively if you have not received your parcel in this time you can raise a claim directly to Royal Mail here.
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Lost / damaged / misplaced parcels​
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We cannot take responsibly for lost, stolen or damaged parcels. If we have sent your item and you have received a tracking reference, please use this to raise a claim with Royal Mail, unfortunately once your item has been sent we are no longer responsible for it. However we would like to help as much as possible to resolve any issues, therefore please email us with details of your order and we will try to resolve your problem as quickly as possible.
RETURNS
How we do it
In keeping with the UK's selling regulations, we can accept return's up to 14 days from the purchase date. We can offer you an exchange on your item or offer you a full refund including postage fee, however if returning a product postage costs are not covered by us.
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If you do wish to exchange or return an item(s) please send us a request via email to hello@poochville.co.uk. Please include the item's name and unique order number so that we can identify your item correctly. If you wish to exchange your item please state clearly which item you wish to change to including name, size and colour.
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Refunded and exchanged items must be in good quality, as if new. We cannot refund items that have been used or not in perfect condition. If your product arrived damaged or faulty please contact us at hello@poochville.co.uk within 7 days of purchase so that we can process this as quickly as possible.
DONATIONS
Those who know me know that cancer has affected my life in a massive way. That's why we have decided that for every order we get, we will donate a part of our profit to cancer research. Each month we will donate 50p from each order directly to cancer research UK. We know millions of people in the UK and around the world are struggling with a cancer diagnosis, we want to help as much as we can. Know you are never alone.
GET IN TOUCH
If you have any queries or questions that have not been answered, please contact us at hello@poochville.co.uk.
We aim to respond within 48hrs of receiving your message.