Frequently Asked Questions
Shopping
Can I place an order over the phone?
Yes, please call us on +44(0)1625 548 604 Monday-Friday 09.00hs-17.00hs. We will be happy to take your order, please have your dogs' measurements to hand if you are unsure on the size to order.
Can I collect my order from your Head Office?
Unfortunately it's not possible to collect orders from our Head Office.
Payment
What payment cards are accepted by Poochi-Couture?
We accept Visa, MasterCard, Visa Debit/Electron, Maestro/Switch and Solo cards.
How can I pay?
All major debit and credit cards can be used through our secure payment pages. Poochi also accept Postal Orders and Cheques (payable to Poochi Couture) which can be sent to the address detailed in our Contact page. We are also able to accept payment by Bank Transfer - please contact us for details.
When will payment be taken from my account?
When you reach the final billing stage and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised you will receive an e-mail within a few minutes confirming your order.
I have a Gift Voucher how do I redeem it?
Simply enter your Gift voucher code at the check out. Your order will be credited with the amount due. You will then need to enter your payment Card details to complete your order but this will not be processed unless the transaction requires additional payment. If you experience problems with your Voucher Code, please contact us.
Can I change my Order?
If your order status is 'Awaiting Dispatch' then it may be possible to amend it, please call for assistance +44 (0)1625 548 604
Can I cancel my Order?
If your order status is 'Awaiting Dispatch' then it may be possible, all cancellations should be notified by phone and email.
Shipping and Delivery
What are your shipping costs?
Our charges for postage and packaging are detailed below:
UK: £4.95
Special Delivery: £7.50
Overseas: £15.00 *
* Dependant on weight and destination, if your order exceeds this amount we shall contact you before dispatch to confirm the price.
Poochi dispatches goods via Royal Mail or Parcel Force dependant on the size and value of your order.
Are there any countries that Poochi does not ship to?
No! Poochi are able to ship your order to where you need it, extra shipping costs may apply dependant on weight and destination, we shall contact you before dispatch to confirm the price.
When will I receive my order?
If the item/s you have purchased are in stock then we aim to dispatch it/them to you within 3-5 working days. If an item is out of stock, you should allow 28 working days for delivery, though we will make every effort to contact you to clarify this. Please allow a little longer for busier times such as November and December. Last orders for Christmas delivery will be detailed on our website.
I will not be in when my order is to be delivered, what do I do?
The carrier will leave a card informing of the attempted delivery, this card will also include instructions on how to obtain your parcel. Non-deliverable, refused and unclaimed orders. If any order is returned, refused or unclaimed by the customer due to customer refusal, negligence or absence, or the provision of incorrect shipping information we shall attempt to contact you. However, Poochi reserve the right to recharge all shipping costs to enable us to resend the order.
Guarantees
We only stock items from the most reputable sources, and the authenticity of every brand and/or manufacturer is guaranteed. We inspect every item before it is shipped, and all goods are shipped fully insured in case of loss or damage.
Returns
Can I return an item for an exchange or refund?
Yes, simply contact us for a returns form and send back to the address detailed. We recommend that you use a secure method of delivery as Poochi cannot be held responsible for non receipt of returned items. We advise to allow 28 days from the date of receipt by ourselves to enable us to deal with your return.
Refunds
Please note that we can only refund your item/s if they are unopened and returned within 7 days from the date of dispatch. Any refunds will be made less the shipping cost.
Where any goods are returned for refund exceeding this 7 day period but within the 28 day exchange period, Poochi will issue a credit note for the value of goods returned. Sale items are excluded from refund or exchange unless proven faulty.
Exchanges
You may exchange items up to 28 days from date of dispatch, if there are no suitable item/s to exchange, Poochi will issue a Credit note to the value of the goods returned. Sale items are excluded from refund or exchange unless proven faulty.
I have received the wrong item, what do I do?
Every effort is made to dispatch your order correctly and promptly, unfortunately, occasionally errors can occur. If the item you receive is not what's detailed on your order, please contact ourselves immediately on orders@poochi-couture.co.uk or by telephone +44(0)1625 548 604 quoting your name, address, contact and order details.
What if the item I have received is faulty?
If your item is faulty, we strongly recommend that you inform us within 24 hours and return it to the address on Contact page, providing your full name, address and contact details. We will send you a replacement immediately. Poochi Couture reserves the right to refuse a refund including postage if the item is deemed not to be faulty.
Can you confirm that you have received my return?
Unfortunately we can't confirm receipt of your return. We do recommend that you use a secure delivery method such as recorded delivery, this way you will be able to trace your delivery. Poochi cannot accept liability for non receipt of any returned goods.
General
How do I measure my dog?
Please refer to our Size Guide pages for full details.
How do I wash my garments?
We advise that all items are Hand Washed separately in warm soapy water, reshaped and allowed to dry naturally.
How robust are the diamante products?
All products featured on our website have been designed specifically to be worn by pets. The diamante based products are naturally more delicate and so depending on your pets behavioural traits may be unsuitable for every day use.
Other queries?
We are happy to assist with any other queries, use the email form or call us +44(0)1625 548 604. Please see our Terms and Conditions section of this website.