Dogs Trust Gifts is completely dedicated to your total satisfaction. If you have any suggestions or comments please email address below.
Our Contact details:
Dogs Trust Gifts
Sales Telephone: 0844 324 8521
Customer Service telephone: 0333 240 5866
(National Charges apply).
Open Monday to Friday, 8am to 10pm. Saturday and Sunday 9am to 10pm.
Dogs Trust Promotions Ltd (963277) is a trading subsidiary of Dogs Trust a registered charity (numbers 227523, SC037843 and CHY16218) to which it Gift Aids all of its profits.
Clarissa Baldwin House
17 Wakley Street
EC1V 7RQWe are currently receiving an extremely high number of calls and orders and are therefore experiencing some delays.
Whilst we are incredibly grateful for all of your support at this difficult time. Please be aware that your order may take longer than usual to arrive, and certain lines may not always be in stock due to various supply delays. If any items become out of stock, you will be refunded in full.
If you need to contact us with an urgent query, please email email@example.com
or call 0333 240 5866
and we will respond as soon as possible. Please allow up to 3 working days. Please also be aware that due to the high call volumes, you may experience an unusually long wait if you choose to call us.
We would kindly request that you do not
contact Dogs Trust Head Office directly with order queries because they are dealt with by a different, dedicated support team.
At a time when our resources are stretched, thank you for helping us continue to be there for stray and abandoned dogs. Thank you
in advance for your understanding and patience.
Making A Purchase
Making a purchase couldn't be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept credit card payments. If you are shopping from outside of the UK your credit card company will convert the transaction into your own currency.
We accept Visa, Visa Debit, Mastercard, Solo, Maestro and Visa Electron. Backordered items will be charged at the time of placing the order and will be shipped as soon as they become available. You may send your credit card information via phone, fax, mail or over the Internet.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Cancelling an Order:
Dogs Trust strives to process your order immediately after Checkout so you can receive your goods as soon as possible. Once you have hit the Purchase button at Checkout we begin to process your order. If you decide after Checkout that you would like to cancel your order please call: 0333 240 5866
or email firstname.lastname@example.org.
If you call or email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage as long as you refuse delivery and "Return to Sender" when the order arrives. If you do not call within 24 hours to cancel, unfortunately we will not be able to refund your postage charges.
Shipping And Handling
Thank you for visiting www.dogstrustgifts.com. We wanted to assure you that your orders and donations received via www.dogstrustgifts.com are being processed as normal.
We have measures in place that currently allow us to proceed as usual, however we are closely following the advice set by the government, so if this changes at any point, we will of course keep you updated.
As ever, we would like to thank you on behalf of all the dogs you are helping.
Q) What are the shipping and handling costs and where do you deliver to?
A) Dogs Trust charge just £4.95 per order to post anywhere in the United Kingdom. We also offer an Express Delivery Service to UK mainland addresses. We are sorry but we are unable to offer express service at this time due to the unprecedented levels of orders we are currently receiving. We apologise for the inconvenience caused.
Dogs Trust welcomes orders to European addresses. Postage, packing, handling and administration costs are as follows per order:
Europe Zone 1: Belgium, Denmark, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain £19.50
Europe Zone 2: Austria, Czech Rep., Finland, Gibraltar, Greece, Malta, Norway, Poland, Sweden, Switzerland £29.50
We regret that due to the increasing costs of international despatch, we cannot deliver to countries other than those listed above.
Delivery to overseas addresses may take longer than 21 days. Payment should be by credit/debit card or by £ sterling cheque.
Q) How long will my order take to arrive?
A) Your order will be processed upon receipt and should be delivered within 7 working days if items are in stock (addresses outside of the UK mainland will take longer). Please allow enough time for any onward postage of cards and gifts and order early to avoid disappointment.
Larger sized parcels are sent via couriers DPD and Parcel Force and if a mobile number is provided you will be advised via text message of the anticipated delivery date.
We are currently experiencing an extremely high number of orders and calls and are therefore experiencing some delays for which we apologise.
Please be aware that your order or your refund may take longer than usual to arrive, and certain lines may not always be in stock due to various supply delays. Thank you in advance for your understanding.
Q) When do I need to order by to get my goods in time for Christmas?
A) We usually deliver within 7 working days but orders can take longer at busy times. All orders received by noon on the 11th December 2020, excluding personalised items, should be received by Christmas Eve subject to stock availability.
Q) Do you offer next day delivery?
A) We are sorry but we are unable to offer express service at this time due to the unprecedented levels of orders we are currently receiving. We apologise for the inconvenience caused.
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0333 240 5866
(International +44 0333 240 5866) or write to us at Woodview Road Paignton Devon TQ4 7SR United Kingdom
or email email@example.com
Dogs Trust Gifts is a trading name of Otter House Ltd (Company Number: 2655839) who operate this website on behalf of Dogs trust Ltd. Otter House Ltd is the Data Processor for this website and are registered with the Data Protection register under Registration Number Z6136350. Dogs Trust is the Data Controller for this website and are registered with the Data Protection register under Registration Number Z6547288.What data do we hold?
). Clientbase Fulfilment Ltd fulfil your order and then remove the order information after suppling the order details to Dogs Trust.
When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like. We use this data to tailor our emails to you and make use of it through our other marketing channels if you have subscribed to our email list or any of those other channels.
We do not store or hold any credit or debit card information. All payments go through our payment providers (Opayo and PayPal) securely using encryption.
We store your device type and IP address in our system logs for fraud protection reasons and to help identify any intrusions or Denial of Service attacks on our website. We do not use your IP address for any other reason and all logs are stored securely on our servers. These logs are deleted periodically.
Our website servers are hosted in Germany.Who do we share your data with?
For us to function as a business and provide you with the best possible customer service and experience, we work with a few other third parties. We also share some of your data with our customer support team and other staff members as required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer). We only share your data with third party companies to fulfil our services to you. We will never sell your data to any other company or third party.
We use a variety of other third-party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results of our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup). We may use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example the EU-US privacy shield see here for more information: https://www.privacyshield.gov/welcome
Our current Data Processors
: Our website like many others uses GA to track information about number of users, pages visited, length of browse time. We use this information to improve our sites and services.Clientbase Fulfilment Ltd
: Clientbase Fulfilment Ltd fulfil your order and then remove the order information after suppling the order details to Dogs Trust. Clientbase Fulfilment Ltd is a Data Processor for this website and are registered with the Data Protection register under Registration Number Z6136350. Opayo (Formerly Sage Pay)
Under the General Data Protection Regulations (GDPR) you have several new rights in relation to the data we store and hold about you:
- The right to see what information we have via a subject access request: please contact the Data Controller: by phoning 020 7837 0006
or email firstname.lastname@example.org
- The right to be forgotten and have your data removed from our systems.
- The right to have your data rectified if it is incorrect.
- The right to data portability so you can reuse your personal data for your own purposes across different services
- The right to opt out of automated decision making including profiling.
- The right to lodge a complaint with a supervisory authority
You can read more about your rights and GDPR here at the information commissioner's office https://ico.org.ukMarketing:
If you do not wish to receive our marketing anymore, you can stop receiving marketing messages from us through
- Previous marketing emails we have sent you by clicking the unsubscribe link
- By contacting our customer services teamData Retention
We keep order information for our own records and legal reasons for a limited amount of time. However, we will not keep this information longer than is necessary. If you do ask for your data to be erased, we may not be able to remove all of it due to ensuring we uphold our responsibilities to legal or regulatory requirements, fraud and abuse or to enforce our terms and conditions.Changes to how we protect your privacy
We always want to hear from our customers (especially if you feel we've let you down or could do better).
- Have any questions or feedback about this notice
- Would like us to stop using your information
- Want to exercise any of your rights as set out above, or have a complaint
Please don't hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.
You can contact the Dogs Trust privacy team by phoning 020 7837 0006
or email email@example.com
- We offer a 30-day money-back guarantee.
If you are not completely satisfied with your purchase, you may return it to us within 30 days of purchase for a prompt refund.
Returning an item:
For a refund, items must be returned within 30 days of purchase with the original packaging.
It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.
You will receive a full refund, including the cost of delivering the goods to you.
Your refund will be processed within 30 days of the cancellation.
This does not affect your statutory rights.
We regret that food items cannot be returned unless faulty.
Instructions for Return:
1. Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.
2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.
3. Send your return to:
Dogs Trust Gifts
Wrangaton Business Park
Customer Service telephone: 0333 240 5866
We are not responsible for lost returns. If you have questions about your return, please contact our Customer Service team on the telephone number above.
Instructions for damaged or wrong items:
If your order has been damaged or contains the incorrect items, you must first contact our Customer Service team.
Please provide your name, order number and request for refund or exchange.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm