Change or cancel an order.
Unfortunately, we are unable to make changes to an order once it has been placed. If you would like to cancel an order, please send an email to firstname.lastname@example.org with details of your purchase and date. Provided the processing has not yet started, and it is not with a third party supplier, our team will be able to cancel the order for you.
If your products have already been delivered, then you will need to follow our returns procedure.
Track your order
All items will be sent by recorded delivery and tracking order provided.
Click on the tracking number to see where your package is.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product.
Most items can be returned through the post or courier upon agreement. Please send an e-mail to email@example.com
The return address will be provided upon communication.
Exception: If the product you wish to return was despatched directly from our supplier (highlighted on the delivery note) or is a personalised product it cannot be returned to Southern K9 Shop. Please follow the return instructions on your delivery note or contact our customer service team if in doubt.
We regret that personalised products that are specially made or ordered with your choice of name, fabric, message or another customised aspect cannot be returned or refunded unless they are defective.
Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
Packing and sending your return
To ensure that your refund is processed as quickly as possible, please follow the procedures below.
Return the product in its original packaging;
Pack the product to avoid damage during returns transit;
Include your order confirmation e-mail or your name, address, phone number, order number and whether you require a refund or a replacement.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been used.
Returns should be made within a maximum of 14 days of the date of purchase, in original, undamaged packaging.
If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Products we are unable to refund for
We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty.
We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.