4: OTHER INFORMATION
Terms & Conditions
Wooftastic is a UK based business. All goods are dispatched from the United Kingdom. We dispatch to addresses in the UK and EU Europe apart from the exception of some products that are UK delivery only. We do NOT dispatch outside the EU (non-EU Europe, USA, Canada, Far East, Australasia or Rest of the World). We also do NOT dispatch to countries and territories outside the EC fiscal area (The Channel Islands, Gibraltar etc...)
Making a Purchase
Making a purchase could not be easier. Simply browse our store and add any items that you wish to buy into your shopping basket. After you have finished your selection, choose how you would like to pay and complete the payment process.
We reserve the right not to process any incomplete or incorrect orders. We reserve the right to refuse any orders that we deem are in breach of copyright or are unsuitable for sale to the general public.
Payment and Security
We accept online orders and payment by credit or debit card via a secure online payment system. Your card details are entered via their secure PCI DSS compliant server. Wooftastic do not take, process or store any debit or credit card details. Customers may also choose to pay via their PayPal account, if they prefer.
We do not accept orders or payments by phone. We do not accept cheques or postal orders. All orders and payments must be processed securely online.
We are 3D Secure for debit and credit card payments. 3D Secure is a scheme implemented by the banks and card schemes as a method of attempting to reduce card fraud. It is effectively a system similar to Chip and Pin, but for internet transactions. It requires the cardholder to enrol and select a password for each card they use for internet purchases. When the customer has submitted their payment details they will be redirected to their card issuing bank and asked to enter certain details to authenticate themselves as the cardholder. The scheme reduces online card fraud and makes online shopping safer for you, the customer. If a site does not offer 3D Secure, ask them why. Wooftastic consider it a vital step in combating card fraud and making online shopping safer for everyone.
We accept payment in UK GB Pounds stirling only. If paying by card using another currency you may be liable to additional charges.
Shipping and Handling
Delivery is within the UK and EU Europe. Our postage and packing costs are dependent on the items in your order and your delivery location. Please note that parts of your order may be dispatched separately. This will be at no extra cost to you, the customer.
P&P costs are shown at checkout as accurately as possible, given what we know to be true at the time. However, we reserve the right to hold any order where actual P&P differs widely from the online amount charged. In such cases we will contact you if postage costs are going to be higher than those stated when you placed the order.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. Wooftastic will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
Wooftastic dispatch to the following destinations (apart from the exception of some products that are UK delivery only):
England, Wales and Scotland (including Northern Ireland, Isle of Man and Scilly Isles).
Please note that we do NOT dispatch outside the EU (non-EU Europe, USA, Canada, Far East, Australasia or Rest of the World). We also do NOT dispatch to countries and territories outside the EC fiscal area (The Channel Islands, Gibraltar etc...)
The standard dispatch time for off-the-shelf items is 1-2 working days but dispatch times for different items can vary, especially for personalised, engraved and made to order items. If an item's dispatch time is longer than 1-2 working days it will be stated on the product page.
Customs and Duty
The customer is responsible for the importation of products into their country and must obey the regulations set by that country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customers' responsibility.
Returns and Exchanges
Returns and exchanges for non-personalised and non-edible items (with the exception of those listed below): are accepted providing that we have been informed by email within 7 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address that we will provide (please email us for an exchange/return form). This must be done within 2 weeks of the issue of the return/exchange form. Faulty goods will be exchanged or refunded in full. For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P.
Returns and exchanges for personalised, baked, edible or bespoke items: are prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of security or locking items: are prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of vet bedding: is prohibited and refunds are only provided in the case of faulty or damaged items.
Please allow 1-2 weeks for exchanges and returns to be processed.
IMPORTANT - For all returns and exchanges you must first contact us via email at firstname.lastname@example.org. Please state your order number, item for return or exchange and reason for return or exchange. We will then issue you with a returns address which you must return the item to within 2 weeks of the return or exchange request. In the case of exchanges, you will be liable to pay any extra amounts due for the new product (for example if a larger size carries a higher cost) and you may also be charged for re-dispatch. You will be informed of any charges before we proceed with the exchange.
Wooftastic are not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address (20 working days or more for Europe). Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Handmade Pottery Items
Whilst the bisque/pottery meets a high standard, some pieces, especially the larger ones, may have minor flaws, dents and variations. We accept non-uniform pieces as part of our quality control procedures. Any minor variations and imperfections are NOT considered manufacturing defects.
Articles and Information
The articles posted on this website are informative only and are not written by a vet or other professional. Reliability, accuracy or completeness is not implied. The information provided is given in good faith and is not intended to replace the advice of a qualified veterinarian. Wooftastic and the authors are not liable for any accuracy or otherwise of information or advice given in the articles and blogs.