Tales of Teddy

uncompromising quality and love for dogs

Delivery and Returns Policy

Delivery

This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
We will usually be able to deliver to the UK and EU. We may from time to time agree to deliver products to other countries and territories.

Delivery methods and periods

The methods that we use to deliver our products and the time periods within which delivery is usually completed (excluding made to order items that can take up to three weeks to deliver, as noted on individual product descriptions) are as follows:
If your delivery address is in the UK, your products will be sent via Royal Mail Tracked Services. Please allow 3-5 working days for dispatch and delivery.
If your delivery address is in the EU your products will be sent via Royal Mail International Secure Business Services. These will be either signed, tracked or tracked and signed deliveries, depending on destination. Please allow 7 working days for dispatch and delivery.

If you place your order before 2pm on a working day, these time periods run from the close of business on that day; if you place your order after 2pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

The delivery periods set out in this Section 4 are indicative only, and while we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period. We may conduct fraud-screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

Delivery charges

Delivery charges will be automatically applied to your order when you input your delivery address during the checkout process.

In the UK delivery will be FREE for orders over £100. For orders under £100 within the UK, we will charge £5.

For delivery to EU we will charge £16.50. Any import duties are solely the responsibility of the buyer and Tales of Teddy will not be responsible for any import taxes or other charges arising from your purchase.

Delivery tracking

To track your delivery within the UK enter your tracking number (which is provided in your email/text message confirmation from Royal Mail) into our delivery service provider’s website here: https://www.royalmail.com/track-your-item
To track your delivery within the EU enter your tracking number (which is provided in your email/text message confirmation from Royal Mail) into your destination country’s national postal service provider website.

Additional deliveries

If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

Collection

If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

Delivery problems

If you experience any problems with a delivery, please contact us at customercare@talesofteddy.com If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.

An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns

We understand that from time to time you may wish to return a product to us. We have created this policy to enable you to return products to us in appropriate circumstances. This policy shall apply to all of our customers, irrespective of their geographical location. This policy shall apply to all orders submitted through our website, except those items that have been custom made or personalised for a customer’s specific requirements. This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of dispatch of the product to you;
(b) the returned product is unused, in its original packaging and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.

Returns procedure

In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number and a copy of the receipt. Products returned under this policy must be suitably packaged. Please ensure to obtain proof of posting as we cannot be held responsible for packages lost or damaged on return to us. We recommend that you insure any goods returned to us. All goods should be returned to Tales of Teddy, Branch Hill Mews, Branch Hill, London NW3 7LT, UK. You will be responsible for paying postage costs associated with returns under this policy.

Exclusions

The following kinds of products may not be returned under this policy:
(a) any product custom made to your specification;
(b) any product personalised or adapted for you.

Refunds

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy. We will not refund to you the original delivery charges relating to the returned product. We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

Improper returns

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Our details

This website is owned and operated by Samantha Murray Greenway on behalf of Tales of Teddy. Our principal place of business is Tales of Teddy, Branch Hill Mews, Branch Hill, London NW3 7LT, UK. You can contact us by writing to the address given above, by using our website contact form, by telephone on 0207 431 5836 or by email to customercare@talesofteddy.com.

Faulty Goods

We want you to be happy with the goods that you buy from us. Our products are made by skilled craftspeople in small quantities. They are not mass made and we believe that this is what makes them special. Minor variations can be expected in some products. From time to time some products are subject to minor design changes to improve their overall construction or performance. We reserve the right to alter our products where we deem the changes are necessary to improve them, but these minor changes do not affect stated sizing nor fit, as described in the product listing on the website. As such they are not acceptable reasons for return on the basis of manufacturing fault. However, if you think your product has a serious problem, please contact us and we will assess whether or not the product has suffered a manufacturing fault. Faulty items will either be replaced or refunded as appropriate to the circumstances. Items that are damaged as a result of usage are not considered to be faulty. Due to the nature of dog accessories, and their intended usage, we are not able to accept returns or exchanges for any reason after 90 days from the date of purchase.