LILY’S KITCHEN Countryside Casserole Chicken & Duck Adult Dry Dog Food 2.5kg

Delivery & Returns

Standard Delivery – Orders for less than £59.99 in the UK will incur a charge. Delivery expected to be within 2-3 working days (Monday – Friday) and charged depending on weight.

FREE Standard Delivery – FREE delivery in the UK mainland on all orders worth £59.99 or more. Delivery expected to be within 2-3 working days (Monday – Friday).

Next Day Delivery –  There is a small extra charge for priority dispatch & delivery which is shown at checkout.  Provided your order for the UK is placed by 11.00am on a working day (Monday-Friday) then you can expect delivery to be on the next working day (Monday-Friday).

*Only one carriage charge will be applied to an order, even if there is more than one consignment.

Delivery Details

1. Whilst we use a variety of courier services depending on weight, most of our deliveries are dispatched with DHL. All services are tracked. Please download the DHL app for your smartphone as it makes tracking your delivery much easier for you and there are options to assist you if you want to change something.
2. Expedited Orders are dispatched in time for same day collection by our courier if your order is received before 11am. Whilst we will make every effort to dispatch the same day the order is received if your order arrives after 11am then it may not be collected until the following day.
3. We will not ask for a signature on delivery but require you to provide safe place instructions should you be out or unavailable at the time of delivery. We will definitely require a signature if the delivery includes age restricted items.
4. Tracking information will be emailed to you and sent to a mobile number if provided. You are encouraged to include an email as well as mobile phone so we can update you on the progress of your order.
5. Orders received by 11am will usually be delivered a day quicker than orders received later on the same day.
6. Standard delivery is Monday to Friday.
7. Orders placed on a Friday afternoon, Saturday or Sunday will be dispatched on the following Monday (if it is a public holiday the order will be dispatched on the next working day).
8. IMPORTANT – To avoid failed/delayed deliveries please provide special instructions when placing your order regarding where the parcel may be safely left, either on your property or with a designated neighbour.
9. If, in the unlikely event, there is a delay with your order we will contact you to explain the situation, you may at this stage want to:-
   a) Cancel your order.
   b) Select alternative products.
   c) Continue with your order which we will dispatch as soon as the stock is available.
10. Whilst we make every effort to fulfil every order promptly we are not liable for any failure to deliver, or delay in delivering items you have ordered due to reasons beyond our control.

Returns 

We want to ensure that you are happy with your purchases. If, for any reason, you, as a private individual, from within the UK, decide the goods you ordered are not what you want you can return them to us free of charge (within 30 days of receiving the goods).

1. If you, as a private individual (and not in the course of a business) buy from us over the website (without any face to face contact) you are entitled to change your mind, cancel your order and get a full refund.
2. If you want to cancel or change an order before it has been dispatched please telephone us and we will issue a full refund.
3. If, for any reason, you decide you don’t want your purchases, after they have been dispatched, then we will refund you less the cost of shipping but you will be responsible for the costs of shipping the item back to us in accordance with your legal rights.  Please report the matter to us immediately and certainly within 14 days of receiving the goods, either email or phone Customer Services (tel. 07737 493267 – Mon to Fri 10.00am to 4.00pm). Please note we cannot accept part consumed or opened goods for refund. If an item is received damaged then we expect you to take a photograph of the damaged item and send it to us by SMS to 07737 493267or email.
4. Before returning any items please phone 07737 493267 or email us with your name, your order number, the item reference and your reason for the return. We cannot accept returns for part consumed or opened products or because your pet does not like the taste or is allergic to any listed ingredients. Where relevant. we offer taster bundles for most products that contain a range of flavours so you can see which ones suit your pet. Bear in mind each animal is individual with their own tolerances and likes & dislikes.
5. To avoid damage in transit please pack items to be returned in the original carton and similar outer packaging as that in which you received the goods.
6. We will send an exchange or refund all monies received from you within 14 days of receiving the goods back from you; including the standard outbound delivery cost and the return delivery (using the Royal Mail returns label that we will send you).
7. In line with legislation we have the right to deduct monies from refunds if the goods show signs of unreasonable use leading to diminished value and we cannot refund goods that have been opened.
8. Items delivered damaged must be reported to us within 2 working days of receipt of delivery and should be returned (if requested by us) within 7 days for a refund (including outbound and return delivery costs).
9. Unless otherwise requested any goods to be returned to us should be sent using the returns label we send you addressed to:   Customer Returns, Petsware.co.uk., Unit 3 Seymours Yard, Milwey Industrial Estate, Weycroft Avenue, Axminster, EX13 5TQ.
10. All refunds and exchanges will be processed at the price paid for the item(s) when the order was placed.