Home My Account Basket Checkout Contact Us

Delivery Information & Returns Policy

These terms and conditions are effective from 18th August 2011 until further notice.

Dispatch & Delivery

Barker & Barker will endeavor to process and dispatch your order on the same day if received before 13.00.  Orders received after 13.00 will be dispatched the following working day (Monday to Friday).  In any case your order will be processed within 2 working days of receipt unless specifically notified otherwise.

All UK mainland deliveries are dispatched by either Royal Mail First or Second Class Packet or by Parcelforce (or alternative courier) for orders over 2kgs.  Most First Class deliveries will arrive the day after dispatch and Second Class 2 days after dispatch but please allow extra time for busy periods.

Non delivery or delayed delivery (Important: please be aware of our non-delivery policy - it's here to help us all)

Royal Mail do not guarantee delivery times unless you use a 'guaranteed service' (which we can arrange for you at cost). If the goods do not arrive on the day expected, please wait a further 24 hours and then check with your local Royal Mail delivery/sorting office - most items that have gone 'missing' are not missing at all and have just been taken back to the sorting office because you were not in to take delivery and they considered there was no 'safe place' to leave the parcel.  Please note: a bin of any kind is not usually considered a 'safe place' to leave a parcel because people often forget the bin 'emptying day' when they are placing orders, or don't consider the possibility of delays.  We cannot be held responsible for goods that are lost as a result of bins being emptied.  Many local Royal Mail offices will not leave parcels in bins, preferring instead to take them back to the sorting office.  So please choose a safe place that does not include your bins.

Remember it's not a perfect world and Royal Mail will not always leave a 'calling card' asking you to call or collect the parcel from the local sorting office, or more likely, it may be 'hiding' among your other post or fall inside a newspaper/magazine and you may never see it - so please just ring them up and ask, it only takes a couple of minutes.  We will always ask you to do this if a parcel hasn't arrived because in our experience over the years, almost 100% of non deliveries are waiting at sorting offices to be collected or re-delivered.

If we send out another order to you because of non-delivery, we will ask you to cover the cost of P&P only.  If the parcel is not returned to us within 28 days (Royal Mail T&Cs) we will consider it lost and will of course refund your second P&P amount for you.

However, if the orignal package is subsequently returned to us from your local sorting office and you subsequently didn't call them to collect it or re-arrange delivery, your second P&P payment will have to be retained to cover costs.

Products out of stock

In the unlikely event that any of the products are not in stock, delivery may be delayed by us for up to 1 day until we re-stock.  In this instance, we will keep you informed via phone or email of the progress of your order.

Our Sales Office opening hours are 09.00 – 17.00, Monday – Friday.

Postage & Packaging

A ceiling of £8.00 + VAT will apply to all deliveries up to 20kg.  For orders over 20kg you will be notified separately of the delivery charge.  We do not make any profit from post and packaging charges and will always endeavor to keep costs as low as possible for our customers by regularly reviewing the delivery options open to us.

*excludes Channel Islands, Isle of Man and the Scottish highlands.

Returns Policy

At Barker & Barker we want you and your pet to be delighted with our products.

Please notify us of any damaged goods immediately and if necessary we will arrange for collection and replacement.

In the unlikely event that you want to return any unopened and undamaged goods to us, for any reason, then please notify us by email at sales@barkerandbarkertreats.co.uk, within 14 days of delivery, including your order number and reason for return.  Please wait for a response, usually within 24 hours, before posting any goods back to us.  We will always endeavour to resolve any issues you have to ensure you remain 100% satisfied with our service and our products.  As long as the goods are returned to us in their original condition within 21 days of the delivery date we will reimburse you for the full value of the goods (exc. P&P charges).

We would like to advise you to obtain a proof of postage when returning your order, or use a 'signed for' service. You are responsible for your package until we receive it back. We regret to tell you that the cost of postage cannot be refunded.

Orders should be returned to:

Barker and Barker Pets Ltd

PO Box 9119

Bournemouth

BH4 0GF

 

This returns policy does not affect your statutory rights.

Jurisdiction

This agreement is governed by English law and the exclusive jurisdiction of the English courts will apply to this agreement.

Experiencing problems?  Call us on 0845 519 8803 or 01202 233492. The sales office is open Monday-Friday 9.00am–5.00pm.