Delivery & Returns
Delivery
How much is delivery?
We work very hard to keep our post and packaging costs as low as possible and our standard delivery rates are as follows:
STANDARD DELIVERY (3-5 working days) £3.95
PREMIUM DELIVERY (2-3 working days) £6.95
EXPRESS DELIVERY (1–2 working days) £8.95
All our items are sent out by either Royal Mail or our preferred courier network. If you select either the express or next day delivery option then a signature may be required on delivery.
We know how important it is to get your products to you both quickly and securely (happy dogs make happy owners!) and wherever possible we despatch orders within 24 hours of receipt. Furthermore if you place your order before 1pm it’s most likely to be wrapped up and sent on it’s merry way the very same day (providing with have the items in stock of course!)
If you need a product delivered urgently it’s a good idea to give us a call to check the stock availability before you place your order (this is also our excuse to have a good old chat too as we sometimes get lonely down here at Muddypaws HQ!)
Where do you deliver to?
We deliver most of our products anywhere within the UK for our normal delivery charges listed above.
We try to keep our surcharges and extras to a minimum but in some instances, where we have to use a courier to get your items to you, it may be necessary to charge a supplement to some postcodes. These postcodes are listed at the bottom of the page.
Do you deliver overseas?
Yes we do! Muddy Paws delivers all over Europe and the rest of the world. All of our published tariffs are listed on the International Delivery Page. If your country is not listed on here and you would like a quote for shipping then please do get it touch.
How will my items be packaged?
Our packaging varies depending on the items ordered. The majority of our products are shipped in either re-cycled plastic mailing bags or cardboard boxes. We do our best to minimise the impact our business has on the environment and 95% of our plastic bags are made from re-cycled polythene and are 100% degradable. We also try and re-use as much of our packaging as possible, so if you receive a box that looks as though it’s been round the block more than once then it’s probably because it has!! Please be assured though that all the items we ship are brand new and in perfect condition.
What happens if my items are shipped in more than one package?
You will only pay one delivery charge even if your items are shipped in more than one package.
Returns Information
What happens if I need to return a product?
We obviously hope that you’re delighted with your Muddypaws purchases but at the same time we also understand that sometimes things aren’t quite the right size, shape, colour etc (the modern joys of internet shopping!).
If you want to return the product to us for any reason we offer a NO-FUSS returns policy.
Simply return the item to us within 14 days, unused (and dog hair free!) in its original condition with all original packaging intact along with your packing slip. When we receive it back we will arrange either an exchange or refund (please note that we do not refund the p&p charge). It’s as easy as that!
Return your item to:
Returns department, Muddy Paws, 6-7 Holland Business Park, Blandford Forum, Dorset DT11 7TA
We would always recommend that you return the item via registered mail as we are unable to help or assist if the item doesn’t make it back to us. If you have any queries regarding your return either drop us a line at hello@muddypaws.co.uk or call us on 0845 362 9663.
Please note that if you are returning a Dog coat, or any other item that has been in contact with your dog, it must be completely clean of dog hair. In the unlikely event of a product being returned to Muddy Paws which we have to clean, then we reserve the right to return it to you.
Why don’t you offer a Free returns policy?
Unfortunately (as with most things!) very little in life is truly free. The only way we could offer free returns would be to absorb the returns costs into the price of our products which means everyone pays more. Here at Muddypaws HQ we didn’t feel that this was very fair and hope that you agree!
How do you process my refund?
All refunds are made via our secure on-line payment system. We don’t see any of your card details and the payment will go back onto the same card you used to make the original payment. We are not able to refund any delivery charges (either from us to you or vice versa) unless the item is faulty.
How do I arrange an exchange?
We know how difficult it is to try and measure your dog (which he or she helpfully thinks is a great new game!) and order the correct size of bed, coat, dri-bag etc. We try and help you as much as possible but as every dog is different it’s impossible to get it right every time. If you would like to exchange an item either for a different size, colour, style or a different item entirely then our same No Fuss policy applies. Simply return the item to us with the original packing slip and details of the exchange you would like to make. If there is a difference in the price then we will contact you prior to processing the order and advise you of the additional cost and take payment (or partial refund if the new item is less). Please note that our standard shipping charges will apply to the new item.
Can I return an item which was on Sale?
Unfortunately we are unable to accept returns on any items purchased in our sale unless they are faulty. Sale items are normally end of lines or discontinued lines which is why they are such bargains! We are happy to exchange for any other products.
Postcode Surcharges & Delivery times
Zone 2 Two - Three Day Delivery - £3.50 supplement - G83 7, G83 8, G84 0, IV10 8, IV11 8, IV12 4, IV12 5, IV12 9, IV13 7, 1V4 9, IV15 0, IV15 9, IV16 9, IV17 0, IV18 0, IV18 9, IV19 1, IV19 9, IV2 6, IV20 1, IV21 2, IV22 2, IV23 2, IV24 3, IV25 3, IV26 2, IV27 4, IV27 9, IV82 3, IV30 1, IV30 4, IV30 5, IV30 6, IV30 8, IV30 9, IV31 6, IV32 7, IV36 1, IV36 2, IV36 3, IV36 9, IV4 7, IV40 8, IV5 7, IV52 8, IV53 8, IV54 8, IV6 7, IV63 7, IV7 8, IV8 8, IV9 8, KW1 4, KW1 5, KW10 6, KW11 6, KW12 6, KW13 6, KW14 7, KW14 8, KW14 9, KW2 5,KW3 6, KW5 6, KW6 6, KW7 6, KW8 6, KW0 6, PA21 2, PA22 3, PA23 7, PA23 8, PA23 9, PA24 8, PA25 8, PA26 8, PA27 8, PA28 6, PA28 9, PA29 6, PA30 8, PA31 8, PA31 9, PA32 8, PA33 1, PA34 4, PA34 5, PA34 9, PA35 1, PA36 4, PA37 1, PA38 4, PH17 2, PH19 1, PH20 1, PH21 1, PH22 1, PH23 3, PH24 3, PH25 3, PH26 3, PH26 9, PH30 4, PH31 4, PH32 4, PH33 6, PH33 7, PH33 9, PH34 4, PH35 4, PH36 4, PH37 4, PH38 4, PH39 4, PH40 4, PH41 4, PH49 4, PH50 4. All BT postcodes
Zone 3 Two - Three Day Delivery - £7.50 supplement - HS1 2, HS1 9, HS2 0, HS2 9, HS3 3, HS4 3, HS5 3, HS6 5, HS7 5, HS8 5, HS9 5, IV41 8, IV42 8, IV43 8, IV44 8, IV45 8, IV46 8, IV48 8, IV49 9, IV51 0, IV51 9, IV55 8, IV56 8, KA27 8, KA28 0, KW15 1, KW15 9, KW16 3, KW16 9, KW17 2, PA20 0, PA20 9, PA41 7, PA42 7, PA43 7, PA44 7, PA45 7, PA46 7, PA47 7, PA48 7, PA49 7, PA60 7, PA61 7, PA62 6, PA63 6, PA64 6, PA65 6, PA66 6, PA67 6, PA68 6, PA69 6, PA70 6, PA71 6, PA72 6, PA73 6, PA74 6, PA75 6, PA76 6, PA77 6, PA78 6, PH41 2, PH42 4, PH43 4, PF44 4, ZE1 0, ZE1 9, ZE2 9, ZE3 9. All GY, JE & IM postcodes
International Delivery
At Muddy Paws we aim to offer you the best possible value for purchasing from overseas. We use DPD as our European courier and Parcelforce to deliver to the rest of the world.
All of our rates are based on up to 20kg in weight, so you can add several items to your basket and there will be no additional postage charge.
Our European rates are listed below and if you would like a worldwide quote then please do get in touch at hello@muddypaws.co.uk
Austria - £12.29
Belgium - £10.00
Bosnia and Herzegovina - £46.88
Bulgaria - £47.82
Croatia - £41.73
Czech Republic - £13.81
Denmark - £13.57
Estonia - £19.80
Finland - £18.20
France - £12.35
Germany - £9.88
Greece - £32.00
Hungary - £15.90
Iceland - £34.87
Ireland - £8.99
Italy - £15.92
Latvia - £18.54
Lithuania - £17.39
Luxembourg - £10.99
Montenegro - £29.40
Netherlands - £10.81
Norway - £23.72
Poland - £16.35
Portugal - £22.82
Romania - £23.62
Serbia - £29.40
Slovakia - £14.89
Slovenia - £15.23
Spain - £16.00
Sweden - £17.12
Switzerland - £12.86
