Store Policy, shipping & Returns

Store Policy

Customer Care

We endeavour to get things right first time round, however we are only human. If you have any issues whatsoever with either your products or the service you have received, please notify us straight away. If we do no know about it, we cannot fix it!

You can contact us through our email address: wearecompletelymutts@outlook.com, which is the quickest way, or you can contact us through our live chat function at the bottom of the page or by our social media channels, although they aren't as frequently monitored. We also have a form on our contact us section.

Gift Cards

1. All gift cards have an expiration date a year from when they were purchased.

2. Gift cards cannot be exchanged for any monetary value.

3. Gift cards can be redeemed against any item within the Completely Mutts website, whether they are in stock or pre-order.

4. Items purchased with a gift card can be exchanged or money refunded back onto the gift card.

5. Gift cards must be used before the expiry date. If there is an issue with this, please contact us before the date and we will do our best to extend the gift card, although we cannot make any guarantees. Extensions will not be granted after the expiry date except for in exceptional circumstances at the discretion of Completely Mutts staff.

6. Lost of stolen cards must be reported as soon as possible. We will endeavour to replace them, although this cannot be guaranteed, so please ensure you keep them safe.

7. Once gift-boxed gift cards are sent, we cannot change the address on it. If you'd like to resend it, you will need to contact us ASAP and we will endeavour to cancel the card and resend it but you will be liable for shipping costs.

Payment Methods

- Credit / Debit Cards
- PayPal

Shipping And Returns

shipping Information

1. Introduction

This Shipping Policy outlines the terms and conditions governing the shipping of products purchased from Completely Mutts Ltd, a UK Limited company, both online and at any pop-up markets we attend. By placing an order with us, you agree to adhere to the policies outlined herein.

2. Shipping

2A. We offer free shipping under two circumstances:

1. You spend £5 or more and live within the catchment area to qualify for free Completely Mutts Delivery
2. You spend over £10 to qualify for free postage via Evri.

For free shipping if you have spent more than £5 and live within the catchment area, please select Completely Mutts Delivery at checkout. If you do not select this and checkout, we will automatically charge postage and will post your order.

For free shipping over £10 this is automatically added to the checkout page. If you live within the catchment area we will use Completely Mutts Delivery. If you live outside of the catchment areas this will be sent via Evri. You have the option to upgrade to next day delivery for £5.50.

2B. We offer the following shipping options:

With Evri:

Standard Shipping:

- Delivery within 2-4 business days.

- Delivery is set at a flat rate of £3.50 currently although we reserve the right to change this as and when needed.

Next Day Delivery:

- Orders will be delivered the next working day (Monday - Friday)

- Delivery is set at a flat rate of £5.50 currently although we reserve the right to change this as and when needed.

- Next Day Delivery does not include processing and dispatch times

With Completely Mutts Delivery:

- Orders will be delivered on a Monday, Wednesday and Friday unless otherwise advertised on our social media (for example if we are on holiday)

- Orders will be shipped on the next delivery day after whichever day you order is fulfilled, taking into account our order processing time (see below, point 3.), e.g. Order is fulfilled on a Tuesday so will be included in the Wednesday delivery schedule.

- In order to qualify for free Completely Mutts Delivery, you must spend a minimum of £5 and live within the catchment areas we will deliver to.

- Orders using the Completely Mutts Delivery must fall within the catchment areas of: Acton Bridge, Anderton, Barnton, Cuddington, Davenham, Hartford, Leftwich, Lostock, Middlewich, Moulton, Northwich, Rudheath, Sandiway, Winnington and Winsford. If you are unsure if you qualify for free delivery, live just outside of the catchment area, or regularly attend Telford Tigers games, please message us to discuss whether you qualify for this service.

- Orders will be delivered via an electric car in order to reduce our carbon footprint.

- Orders will be delivered to a safe place if you are not in. If you will not be in, please provide us with a safe place to deliver in the checkout section with your details.

- Orders placed using the Completely Mutts Delivery that do not qualify for this service, either by not reaching the minimum amount or live within the catchment area, will have their order paused until postage is paid and if this isn't paid within 5 working days the order will be cancelled and refunded.

3. Order Processing Time

Orders placed before 5pm on a business day will typically be processed and dispatched within 2-5 working days (Monday - Friday). Orders placed after 5pm or on weekends/public holidays will be processed on the next business day.

4. Shipping Destinations

We currently ship within the United Kingdom. For international shipping inquiries, please contact our customer service team.

5. Shipping Confirmation and Tracking

Upon dispatch of your order, you will receive a shipping confirmation email containing your tracking information. You can use this information to track the status of your delivery.

6. Delivery Delays

While we strive to ensure timely delivery of all orders, unforeseen circumstances such as adverse weather conditions or carrier delays may occasionally occur. In such instances, we will make every effort to communicate any delays to you promptly.

7. Shipping Charges

Shipping charges are calculated based on the selected shipping option and destination. All shipping charges will be displayed at checkout before you complete your purchase.

8. Returns and Exchanges

Please refer to our Returns Policy for information regarding returns and exchanges.

9. Contact Information

If you have any questions or concerns regarding our shipping policy, please contact our customer service team at wearecompletelymutts@outlook.com

10. Policy Updates

We reserve the right to update, modify, or revise this Shipping Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website.

By continuing to use our services, you agree to be bound by the latest version of this policy.

Return and Exchange Policy

We strive to ensure that you and your pets are satisfied with your purchases. Please take a moment to review our Return Policy, which outlines the terms and conditions for returning items purchased from our online store.

1. Returns Eligibility

a. We accept returns within 30 days of the purchase date.

b. To be eligible for a return, items must be unused, in the original packaging, and in the same condition as when you received them.

2. Returns Process

a. Contact our Customer Service: Before returning any item, please contact our customer service team at wearecompletelymutts@outlook.com to initiate the returns process.

b. Provide Order Details: When contacting us, please provide your order number and a detailed explanation of the reason for the return.

3. Non-Returnable Items

Open Pet Food: Due to health and safety regulations, we cannot accept returns of open pet food. Please ensure you are satisfied with the product before opening the packaging.

4. Refund Process

a. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

b. If the return is approved, a refund will be processed to your original payment method within 5 working days.

5. Return Shipping

a. Customers are responsible for the cost of return shipping unless the return is due to an error on our part or a defective product.

b. We recommend using a trackable shipping service to ensure the safe return of the item.

6. Exchanges

a. We only replace items if they are defective or damaged. If you need to exchange an item for a different size of the same product, contact our customer service team and we will endeavour to exchange like for like.

7. Damaged or Defective Items

a. If you receive a damaged or defective item, please contact us within 7 days of receiving your order. Provide photos of the damaged or defective item for our records.

8. Cancellation Policy

a. Orders cannot be cancelled once they have been dispatched. Please review your order carefully before completing the purchase.

9. Contact Information

If you have any questions about our Return Policy, please contact our Customer Service team at wearecompletelymutts@outlook.com

Thank you for shopping with Completely Mutts Ltd! We appreciate your understanding of our return policy.

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