Delivery and FAQ's

Processing and Delivery times

We aim to process all orders within 48 hours of receipt. When it is going to take longer than 48 hours to process your order we will email you to advise you of this, although during busy periods this may not always be possible and we thank you for your patience. Normal delivery times for the UK are 2 - 3 working days depending on the service you have chosen, therefore, you will need to allow up to 5 working days from the date of order for guaranteed delivery. However, the majority of our orders will be delivered sooner. Products delivered direct from the manufacturer will have slightly different delivery times but this information will be detailed within the product description. Please note that we offer Royal Mail Special Delivery as a delivery service which is a guaranteed next day postal service, however, we still need time to process the order. This service will only guarantee next day delivery from the date of dispatch and not the date of order.

Delivery and charges

We aim to provide you with the best possible service to ensure safe delivery of your items.  To do this we offer a Standard Delivery via Royal Mail Recorded Signed for at £2.95 and a Premium Delivery via Royal Mail Special Delivery at £5.00. Occasionally we will also use reputable courier services for larger or bulkier items. Please note that we do not ship to PO Boxes, as all packages will require a signature, so you will need to provide a valid address with your order. N.B. Royal Mail Special Delivery is a next day service, however, your order is still subject to normal processing times - we are not offering a guaranteed next day delivery with this service.

Overseas Delivery

Charlie & Ben welcomes orders from overseas addresses and Shipping is calculated in line with the Royal Mail’s guidance on EU and Non-EU countries.

EU Delivery

EU countries include: Austria, Azores, Balearic Islands, Belgium, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden. We offer a Standard Delivery via Royal Mail Airmail at £5.00 and a Premium Delivery via Royal Mail International Signed For at £7.50.

Non-EU Delivery (Rest of the World)

Non-EU countries are those that are not listed above. We offer a Standard Delivery via Royal Mail Airmail at £7.50 and a Premium Delivery via Royal Mail International Signed For at £10.00.

Customs Information

Local import duties may be payable to the relevant authorities before delivery can be made. You as the buyer are responsible for paying any such duties; they are not part of the delivery charges.

FAQ’s

Placing an order with Charlie & Ben
When you place an order to purchase dog clothing, and / or other items from our Charlie & Ben website (www.dog-clothing.co.uk), this is an offer by you to us to purchase those items. We will confirm receipt of your order by sending you an email summarising the details of your order, an Order Confirmation E-mail.

We accept your order only when we send an e-mail confirming that we have dispatched the items in your order, a Dispatch Confirmation E-mail.

The contract between us is formed at that point in respect of those items mentioned in the Dispatch Confirmation E-mail.

If your order contained a number of items and the Dispatch Confirmation E-mail mentions only some of them, each Dispatch Confirmation forms a separate binding contract.

How do I pay for my order?
Payment is made through the Sagepay (formerly Protx) secure server via a credit card or debit card at no additional cost to you. When you checkout, you will be directed to the Sagepay secure site in order to make your payment. For security reasons, we do not get to see or keep your credit or debit card information, so you will have to re-enter it each time you shop with us. We apologise for this inconvenience but this is to ensure your security. Sagepay accepts all major credit cards, including, Visa, MasterCard, Amex, Maestro, Switch, Solo, Delta and Visa Electron and also PayPal. Payment is made in UK Pounds Sterling; your own credit card company will convert any other currencies.

How can I be sure my order went through successfully?
Once we receive your order, you will receive an e-mail confirmation. This usually happens within minutes. It will include an order number for your reference. If you don’t receive an email within a couple of hours, please email us at sales@dog-clothing.co.uk

Size Guide
Since we have a variety of products on offer, each supplier’s size will be different. This follows the same principle as if you were buying yourself. We include sizing information within the description of all products that are available in multiple sizes as well as how to measure.

It is best to use the guidelines featured in 'How to measure' as a guide to choose the correct size. If in doubt, please email us at info@dog-clothing.co.uk

How to measure your dog
To ensure the proper fit, please measure your dog accurately in inches by following these suggested instructions:

If you are in doubt in any way about the size please feel free to email us at info@dog-clothing.co.uk and we will be happy to help

Collars
Measure around the neck close to the shoulder and allow room for a comfortable fit. As a good rule, you should be able to fit a finger comfortably under the collar. If your dogs measurements are near or in between two different sized collars, order the next size up to allow for growth and/or a comfortable fit. With buckle fastening collars it is advisable to add 2 – 4” onto the measurement to establish the correct size collar you need. E.g. you measure the dogs neck as 18”, add 4” gives 22” so you will need to buy a 22” collar as this will invariably fit a neck size of 18 – 20”.

Bellow is a guide as to what collar size you may need for certain breeds:

6 - 8 inch would typically suit any teeny breeds i.e. Chihuahua puppy and Teacup dogs.
8 - 12 inch would typically suit a Chihuahua, Standard Yorkshire Terrier, Bichon Frise, Papillion, and Miniature Schnauzer.
12 - 16 inch would typically suit a Pug, Jack Russell, King Charles Spaniel, Dachshund, Miniature Poodle, and Boston Terrier.
16 - 20 inch would typically suit a Dalmatian, Border Collie, Setter, and Staffordshire Bull Terrier.
20 - 24 inch would typically suit a Weimeraner, Labrador and Golden Retriever.
24 - 30 inch would typically suit a Bloodhound, Mastiff and Rottweiler

Harnesses

In addition to taking the collar measurement you should also measure around the largest part of the chest, which is usually behind the front legs, and allow for a comfortable fit for your dog.

Dog Clothing
The length is measured from the base of the neck (where a collar would rest) to the base of the tail. The chest is measured around the largest part, which is usually behind the front legs up and around their back. The neck is measured as though you were measuring for a collar.

Each Manufacturers sizing will be different as it is with human clothing so a small in one could mean you need a medium in a different design. We have included sizing information on each product that is available in multiple sizes.

Returns Policy
We are confident that you will be happy with your products that we offer a 100% money back guarantee. Your items can be returned for a full refund of the cost of the goods within 7 days of delivery and we will accept items for exchange within 14 days of delivery. All we ask is that you notify us of your intentions via email to sales@dog-clothing.co.uk and you return the goods to us in an unused, resalable condition in their original packaging. (Please note that personalised items cannot be returned or exchanged unless they can be proven to be faulty). You should repackage the goods carefully and ensure you use a suitable level of postage, with a minimum of obtaining proof of postage, as we cannot be held responsible for losses on the postal system. The return postal charges are at your cost and are not refundable.  To cover administration and postal charges a £3.00 charge will be incurred on all exchanges, and a cheque or postal order to cover this charge should be enclosed with the item payable to "Charlie & Ben".

Please note that toys and seasonal items are not returnable. We strongly recommend that all toys, and particularly those that contain squeaks, should be given to pets only under supervision. We will only give refunds on toys if they can be found to be defective. This does not affect your statutory rights. Colour shades of products displayed on your own PC may vary.

Please do not return goods that are marked or have pet hair on them as these goods cannot be refunded. So please ensure that you measure your dog correctly using the sizing charts or email for advice.

Faulty or Damaged Goods

If your item is faulty, you will be offered an exchange at no extra cost or a full refund, including postage charges.

If an item arrives damaged, you must notify us within 48 hours of receipt. Then upon approval, we will gladly issue an exchange at no additional cost or a full refund, including postage charges.

Returned goods should be sent to Returns, Charlie & Ben, 29 Cortina Avenue, High Barnes, Sunderland, SR4 8NE.

Your statutory rights are not affected. Your rights to return goods are protected under the EU Distance Selling Directive (ENGLAND AND WALES).

Prices
Prices are as set out on the website and include VAT at the current rate. We reserve the right to alter prices at any time.

Personalisation

We can personalise most dog clothing using high quality vinyl that is heat sealed to the product.  This works best with cotton and cotton/polyester mix products and we will include an option on any product that can be personalised. We can add a line of text for £3 up to a max of 10 characters and designs from £6 (please contact us on 0191 461 0428 to discuss your design requirements). However, please note that personalised items cannot be returned or exchanged unless they can be proven to be faulty.

Product Care
Washing instructions are printed inside most of our dog clothing. In general most dog clothing will be machine washable at a maximum of 40 degrees and should be line dried (instead of a tumbler dryer). Waterproof items can just be wiped down with a clean soapy cloth, and then rinsed. Be careful with any cashmere or wool items, these will have to be hand washed.

Feeding bowls are best hand washed in warm soapy water, although some are dishwasher safe. Please refer to the manufacturer’s information on the product.

Do you have a catalogue?
At present we do not have a catalogue. All our products are available to view online. This allows us to keep updating our products and introduce new lines regularly. To receive notification of new products and news items please register for our newsletter on the home page.

Want us to stock your products?
If you are interested in supplying your products for inclusion on our site or in our shop please send us your brochure, photographs and samples to, Charlie & Ben, 29 Cortina Avenue, High Barnes, Sunderland, SR4 8NE.

Thank you and enjoy your shopping with us,