Terms & Conditions

Non-Refundable Items

We do not offer refunds or returns for the following:

Pre-Order & Made-to-Order Items
Sales & Promotional Items
Customised Items: Products with personalisation, including engraved/hot stamped name tags or bespoke designs.
Altered, Washed, or Assembled Items
Defective Items Due to Improper Use

Please Note:

We do not entertain refund or return requests based on "unexpected duty and tax charges." Please review our Duty & Tax Policy for more details.

Original shipping costs are non-refundable.

Exchanges

If you wish to exchange a product due to size or colour preferences, please note that:

The customer is responsible for both the inbound and outbound shipping costs.
The product must be in its original, unused condition and include all original packaging (e.g., boxes, bags, tags).

Returns

To qualify for a return, please ensure the following:

Original Condition: The product must be unused, unaltered, and in its original condition.
Packaging: All original packaging (including boxes, bags, tags, and other materials) must be included.
Timing: Contact our customer service team within 20 days of receiving your order to initiate a return.

Please Note: Shipping and handling fees are non-refundable. Customers are responsible for return shipping fees unless the item is damaged, faulty, or incorrect.

Damaged, Faulty, or Incorrect Items

If you receive an item that is:

Damaged (e.g., during transit)
Faulty
Incorrect (e.g., wrong item or incomplete order)

Please contact us immediately. We will arrange for a replacement, repair, or refund as appropriate. Proof of damage (e.g., photographs) may be required.

How to Initiate a Return

Contact our customer service team at info@proatelierpet.com.
We will provide instructions on how to ship the product back to us.
Once we receive the product and verify that it meets the return requirements, we will issue your refund. Refunds will be processed within 7-10 business days of receipt.

Product Availability

While we strive to keep our stock levels accurate, there may be instances where an item is unavailable. In such cases, we will contact you to:

Assist in selecting an alternative product, or
Discuss the back-in-stock time in case you don’t mind waiting, or
Issue a refund for the unavailable item.

Additional Terms

Gift Cards: Gift cards are non-refundable.
International Returns: For international orders, all duties, taxes, and shipping costs are the customer’s responsibility. Ensure proper customs documentation is completed when returning items.
Refused Deliveries: Packages refused at delivery due to duties, taxes, or other reasons may incur additional fees or become non-refundable.

Shipping Methods and Rates

Domestic Shipping (UK):
- Orders over £100 qualify for free shipping via Royal Mail Tracked 24.
- Orders under £100 will incur a shipping fee based on the selected method at checkout.
International Shipping:
- Free standard shipping for orders over £250.
- Standard shipping parcels will be handed over to the national postal service upon arrival in your country.

Note:

To view shipping rates for your location, simply add items to your shopping cart and proceed to checkout.

Orders with large, oddly sized, or heavy items may incur a surcharge. The shipping fee calculated during checkout does not account for these special circumstances. If additional charges are required, we will contact you after receiving your order.

Delivery Timeframes

Domestic Orders:
- With Royal Mail Tracked 24 or DHL Express, delivery is expected the next business day after dispatch.
- Delivery times do not include the picking and packing period, which may take up to 5 working days during busy seasons.
- Orders placed after 11 am on Fridays or over the weekend will be dispatched on the following Monday at the earliest.
International Orders:
- Express shipping through DHL, UPS, or FedEx typically delivers within a few working days after dispatch, depending on the destination. Remote areas may take longer.
- Standard international shipping times vary by location and are subject to local postal services.

Shipping for Pre-Order or Made-to-Order Items

If your order includes both pre-order and in-stock items, the entire order will be shipped once the pre-order item becomes available.
For earlier shipment of in-stock items, please contact us to arrange an additional shipping charge, or consider placing two separate orders.

For orders outside the UK, we do not charge VAT. However, customers outside the UK are required to pay VAT (ranging from 20% to 27%, depending on the country) when the goods arrive in their destination country. This is similar to how you pay tax-inclusive prices when purchasing within the EU. Please be aware that you may also need to pay import VAT, customs duties, clearance fees, and administrative charges imposed by the courier upon delivery.

We are not responsible for these charges and strongly recommend contacting your local customs office to understand any applicable fees before placing an order.

Note: We do not accept return or refund requests based on "unexpected high duty & tax charges." Please refer to our Duty & Tax Policy for more details.

The recipient is responsible for closely monitoring the delivery status of their package. If VAT or duties are required for delivery, the local customs authority or courier will contact the recipient with payment instructions. All additional charges must be paid by the recipient.

If your package is held at customs pending payment of duties and taxes and you have not received an email or notice from the courier or customs office, please reach out to them directly to pay the fees. Couriers may not contact the recipient multiple times.

Typically, customs will hold the parcel for a limited number of days. If the recipient does not contact customs or pay the required charges within this timeframe, the parcel will be returned to us. Once the return process begins, it cannot be stopped as it is mandated by customs regulations.

If your parcel is returned to us due to unpaid fees, we will review the situation once the parcel arrives back at our facility. To re-ship your order, an additional shipping fee may apply.

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; e-mail address; computer and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. The information gathered on our website are necessary to process your order and notify you of changes to the status of your order.

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

We collect such Non-personal and Personal Information for the following purposes:

To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.

Your data may be stored through our web provider's data storage, databases and the general applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered on our website and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes, we may contact you via email.

If you don’t want us to process your data anymore, or if you would like to: correct, amend or delete any personal information we have about you please contact us at info@proatelierpet.com

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Under the Data Protection (Charges and Information) Regulations 2018, individuals and organisations that process personal data need to pay a data protection fee to the Information Commissioner's Office (ICO), unless they are exempt. Please note that we pay an annual Data Protection fee to ICO in the UK. This helps ensure that your personal information is handled and processed in accordance with data protection laws. For more information, you can contact us or visit the ICO's official website.