Terms of service
About Us
Dogs Trust is a charitable company limited by guarantee registered in England and Wales with company number 09365971, and registered charity numbers 1167663 and SC053144, whose registered address is 2 Wakley Street, London, United Kingdom, EC1V 7LT.
Otter House Limited is a company incorporated in England and Wales whose company registration number is 2655839 and registered office is Exe Box Matford Park Road, Exeter, Devon, United Kingdom, EX2 8FD.
Dogs Trust has granted Otter House Limited a license to use Dogs Trust’s name and logo. Dogs Trust receives 100% of all donations and 10% of all product sales.
Otter House is responsible for the website and all related liabilities in connection to the sale and supply of goods through the website, including fulfilment. Dogs Trust does not accept any responsibility for the goods sold by Otter House.
Otter House use a company called WHISTL UK Limited to process and fulfil all orders and manage the Sales and Customer Service telephone lines that handle orders, queries, refunds and complaints. WHISTL UK Limited is a company incorporated in England whose company registration number is 04261268 and registered office is Network House, Third Avenue, Marlow, United Kingdom, SL7 1EY.
Otter House and WHISTL operate in accordance with the Terms of Service outlined below.
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.
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
Whistl strive to process your order immediately after checkout so you can receive your goods as soon as possible. Once your purchase is complete, 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 dogstrust@whistl.co.uk. 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
What are the shipping and handling costs and where do you deliver to?
We charge £4.95 for postage and packing payable on every UK order under £50. For orders over £50 (goods value only, excl. virtual gift cards and donations), postage and packing is FREE.
How long will my order take to arrive?
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.
When do I need to order by to get my goods in time for Christmas?
We usually deliver within 7 working days but orders can take longer at busy times. All orders received by noon on the 16th December, excluding items marked DD, should be received by Christmas Eve subject to stock availability.
Do you offer next day delivery?
We are delighted to offer an express delivery service.
The cost of express delivery is £9.95 for any size of order and can be selected during checkout.
This service is only available for UK mainland addresses, excluding Scottish Highlands.
Please place your order before 12 noon from Monday to Thursday and we will despatch your parcel promptly for next day delivery.
Back Orders
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.
Tax Charges
For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Guarantee
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.
Returns Policy
- 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:
Charity Returns c/o Whistl (Southwest)
Unit 2G
Wrangton Business Park
South Brent
Devon
TQ10 9GQ
Customer Service telephone: 0333 240 5866
Email: dogstrust@whistl.co.uk
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:
Charity Returns c/o Whistl (Southwest)
Unit 2G
Wrangton Business Park
South Brent
Devon
TQ10 9GQ
Customer Service telephone: 0333 240 5866
Email: dogstrust@whistl.co.uk
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