We have put a lot of focus on making sure our products get delivered to customers as quickly as possible.
POSTAGE
Orders are posted using tracked Royal Mail services.
MAIL PRICES for all Pet Clothing & Accessories
As of Feb 2023
- All Orders over £50: FREE Post.
- UK TRACKED48: £3.65.
- EU TRACKED: £8.20.
- International TRACKED: £11.25.
*PLEASE NOTE: The Pet Lovers Gift Collection is not included in the Free Post offer or the above mail prices! The postage prices for these products will be calculated at the checkout stage.
ORDERS PLACED
Orders placed at the weekend or after 12 Noon Friday will be sent on the next available posting day which is the following Monday (or Tuesday if the Monday is a bank holiday). When an order is placed for many products we may send them individually depending on stock count, these should arrive within 7-10 days. Other products from the same order may on occasion be shipped directly from our supplier.
ORDER TRACKING
If your order status is "Awaiting Fulfilment" this means we are currently processing your payment and order.
If your order status is "Awaiting Shipment" this means we are currently preparing your order for posting. We will email you as soon as your order is posted.
If your order status is "Shipped" this means your order has been posted and will be delivered to you shortly.
Please refer to your email documentation which provides your tracking number, you can track your order by copying and pasting the following link into your web browser. https://www3.royalmail.com/track-your-item#/
If you have any trouble tracking your parcel, please contact us via our Customer Contact form. We’d be happy to help you!
DELIVERY
We aim to despatch over 98% of items within 2 working days. This means we will pick and pack the majority of orders and get them into the Royal Mail Postal System within 2 working days of receiving your order.
Occasionally, if an item is out of stock due to our manufacturer being out of stock, an incorrect stock count, or our deliveries not arriving on time and we will do our best to keep you updated. If we can offer an alternative we will try to do so, these delayed items will be delivered to you directly from our supplier within 30 days.
All delivery dates quoted or agreed by us are estimates only and time of delivery shall not be of the essence of the contract between us. Because we may ship some products from our supplier overseas, these are all shipped via International Tracked Standard Shipping.
PLEASE NOTE:
*We are not responsible for deliveries that were attempted but not successful because there was no one home or available to give a signature.
*We are not responsible for unsuccessful delivery attempts that result in a return to sender situation.
*We are not responsible for incorrect addresses entered into our shipping form.
*After a package is shipped out, we are unable to modify the delivery address.
*We are not responsible for stolen packages.
*We are not responsible for delays caused by customs, or unexpected postal delivery delays such as local postal backlogs or strikes.
*We are not responsible for customs fees for international customers.
*We always try our best to estimate the shipping time and communicate with complete transparency with our customers, but sometimes unforeseen problems can occur.
Return - Exchange
Damaged or faulty goods must be notified to Brubonchi in writing on the day of receipt. In the first instance please supply us with a photograph or video of the faulty goods with a description of the fault to help us take up these concerns with our manufacturers. Please use our contact form or email us at info@brubonchi.com
We will endeavour to replace Damaged or faulty goods like for like. In this instance we will request that your item is returned by signed for second class post via your local post office and we will reimburse the cost of the postage for the faulty product only. We will also pay the postage to send out a replacement.
PLEASE DO NOT REMOVE PRODUCTS TAGS AS WE OPERATE A POLICY OF STRICTLY NO RETURNS FOR REFUND OR EXCHANGE ON ITEMS WITH TAGS REMOVED/WITHOUT ORIGINAL PRODUCT PACKAGING. YOUR STATUTORY RIGHTS ARE NOT AFFECTED.
Exchanges or Returns Due to Sizing Errors
All items on our website feature measurements of the garment not the size of the dog they are intended for. Sizing is the sole responsibility of the customer as we cannot be held responsible for the accuracy of the measurements of the dog that are given to us, however we are happy to provide help and to advise on how to measure your pet if needed.
All items on our website are manufactured in large quantities not made to measure so please be aware that sizes may vary by up to 2cm from batch to batch from published sizes.
If you are unsure how to measure your pet please see the "How To Measure Your Pet" within the main menu.
We do not charge an administration fee for exchanges as we understand sizing is often difficult to get right but we do prefer that you contact us prior to ordering if you require assistance to get the correct size for your dog as it is much better for you and for us if we can get it right first time.
Goods Eligible for Return
On eligible goods, the customer will be liable for return postage, additional costs for delivery and any balance on more expensive goods. It is the customer’s responsibility to ensure the correct postage is applied and to take steps to ensure that you, the customer can track the parcel back to us. We do not accept any responsibility for goods returned to us unless proof of receipt to ourselves can be provided to us.
We do charge Postage and Packing for exchange items to be sent out and any increase in cost for larger sizes must be paid also. Should there be a difference in your favour when ordering a smaller size we will process the appropriate amount as a refund on your original payment method.
PLEASE DO NOT REMOVE PRODUCTS TAGS AS WE OPERATE A POLICY OF STRICTLY NO RETURNS FOR REFUND OR EXCHANGE ON ITEMS WITH TAGS REMOVED/WITHOUT ORIGINAL PRODUCT PACKAGING. YOUR STATUTORY RIGHTS ARE NOT AFFECTED
Excluded Items Not Eligible for Return
Please note that footwear and sanitary items are excluded from return due to health reasons. This is clearly marked on the product description.
Sale items, samples and seconds are not eligible for return and this is reflected in the low price.
Should an exchange not be possible on an eligible item, we are happy to refund the cost of the goods excluding postage provided all labels are still attached, goods are pristine and pet hair free and returned in their original packaging and they have not been used. Goods must not smell of smoke.
Our Pet Apparel is intended for pet use only. Please do not allow your dog to chew clothing or apparel. Pets should be supervised at all times when wearing or playing with apparel. Check all items regularly for signs of wear and tear and dispose of worn items promptly. Small items or small parts from any of our products may present a choking hazard.
If products do not meet the above criteria we reserve the right to return the goods at the customer's expense. Should that not be acceptable the goods will be disposed of free of charge or offered free of charge to Pet Rescue Centres which we regularly support.
Goods returned without our permission outside the 7 day period will not be refunded and will be disposed of to Pet Rescues.
Return postage is the responsibility of the customer.
For goods over £50 we recommend a signed for or tracked service (Royal Mail Second Class Signed For from the Post Office or Royal Mail Tracked 48 which you can buy online from Royal Mail and have collected from your preferred address).
Please ensure you apply the correct postage as responsibility cannot be accepted by us for items which can not be delivered to us due to a shortage in the amount of postage paid.
It is the customer's responsibility to track the returned parcel to ensure it arrives back safely to Brubonchi Pet Clothing & Accessories. Royal Mail and other couriers do not allow the recipient (Brubonchi Pet Clothing & Accessories) to investigate undelivered parcels. That is the sole responsibility of the sender.
Brubonchi Pet Clothing & Accessories will not be held responsible for returned goods that do not reach us whether tracked or untracked.
We pride ourselves on delivering an exceptional customer experience with a packing slip for you to retain your order details for future reference or to enclose with your return.
To Submit a return request
Click the profile icon in the store's navigation OR copy and paste this link into your browser: https://account.brubonchi.com
1. Log in to your account:
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six- digit verification code included in the email.
4. Go back to the online store, and then enter a six-digit verification code.
5. Click the order that you want to submit the return for.
6. If your order has more than one item, then select the items that you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return. If your return request is approved and requires shipping then you receive an email with shipping instructions.
After arranging your return via information above please note our return address.
Our address for returns is: Brubonchi Pet Clothing & Accessories, Bryn Glas, 53 New Road, Swansea, SA92YY.
After the product is returned and meets the return requirements, you will receive your refund. Refunds (on returns processed within 7 working days of receipt) can occasionally take up to 10 working days to reach your account. This is out of our control as the funds leave our account for your payment provider account the same day the refund is processed.
Feedback
Please contact us before leaving any negative or neutral feedback. We will try our best to solve any problems.
About Our Items
All items sold by us are described to the best of our abilities and as accurate as possible. Please note that size and shades and colour representation are subject to manufacturing variance, also monitor settings and screen resolution may vary from computer to computer and may distort actual colours.
Please Note: Your Order forms the legal basis of Our Contract. By placing your order on our website you agree to accept our Terms of Service.We thank you for your understanding and hope you love your product from Brubonchi Pet Clothing & Accessories
