FAQs


 








         



          

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  






















           


SHOPPING
How do I measure my pet?
For details of how to measure your pet for collars, clothes, and harnesses, and breed sizing guides please visit The Fitting Rooms.

Can you send my order as a gift?
Absolutely. Prince & Princess Petwear offers a gift sending service, so you can choose the perfect gift for your friends and family, and it will be delivered to them without an invoice. Just tick the gift box on the basket page. Why not add a message to your loved one at the same time and we'll include it in the parcel!

I can't find what I'm looking for, can I make a suggestion?
We love hearing your suggestions for furture Prince & Princess products. Please email them to princeprincess@inbox.com or fill out the suggestions box form. If you leave your email address we'll even send you an update if we get your suggested product in stock.


ORDERING, PAYMENT & SECURITY
How do I place an order?
To order online simply add your chosen products to your basket and then follow the 2-step checkout process to complete. To order via email, send your product choices and delivery details to princeprincess@inbox.com. To order via mail order, you can print off our order form and post it to Palace Boutiques, 64 Lathom Drive, Rainford, St Helens, Merseyside, WA11 8JR. Although we can accept orders over the phone, unfortunately we can not accept payment over the phone to protect your security.          

How do I place an order for customised items?
You can add your instructions for personalised products to the Special Instructions box on the basket page before you enter the checkout process.

What are your delivery charges?
 Our postage and packing charges, however large or small your
order, are as follows:
UK £2.50
EU £2.80
Rest of the world £3.00

What payment methods do you accept?
We accept all major credit and debit cards including Visa, MasterCard, American Express, Maestro, Switch, Solo, Discover, JCB, Diner’s Club, EnRoute, Delta and Visa Electron via PayPal (you do not need a PayPal account.) Payment is made in GB Pounds Sterling. If you reside outside of the UK, payment will be converted at the current conversion rate automatically.

                                  
You may also choose to pay using your PayPal account balance or linked bank balance. We also accept cheques, Postal Orders, and bankers drafts made payable to Prince & Princess Petwear. Please note that foreign cheques will incur an additional 10% charge. We also accept Electronic Bank Transfers such as BACS, CHAPS and FPS.
            
Are there any taxes to pay?
No. The price you see is the price you pay. However, international customers who reside outside of the EU may have to pay tax or import duty.

How do I redeem a gift voucher or discount code?
During the checkout process you can add your gift or discount code and the value will be deducted from your order. 

Is shopping at princeprincesspetwear.co.uk secure?
Yes. Prince & Princess Petwear does not store or have access to any financial information such as credit card numbers, or personal information. Your sensitive financial information is securely stored on PayPal’s servers and is heavily guarded, both physically and electronically. To further shield your credit card and bank numbers, PayPal do not directly connect their firewall-protected servers to the internet.

You can be assured that your personal and credit card information is protected when transmitted online. When using the PayPal site, PayPal verifies that your internet browser is running Secure Sockets Layer 3.0 (SSL) or higher. Information is protected by SSL with an encryption key length of 128 bits (the highest level commercially available).

Prince & Princess Petwear is a verified PayPal member, which means that we have passed PayPal security checks.


DELIVERY, RETURNS & AFTER CARE
When will my order be delivered?
We usually process orders within 1 - 2 working days (please allow extra time during busy periods such as Christmas or when ordering customised items.) Once despatched, delivery approximately takes:
UK - 1 - 2 working days if sent via Royal Mail First Class, up to 48 hours if sent via courier
EU - Airmail 3-5 working days, up to 72 hours if sent via courier
Rest of World - Airmail 5-7 working days, up to 72 hours via courier.

We will inform you if any of the items you have ordered are out of stock and we will provide an estimated delivery date.

Why have I only received part of my order?
 It is not unusual for Prince & Princess Petwear to send orders in more than one consignment, especially when personalised or advance orders have been placed, or when items were temporarily unavailable at the time an order was placed.
In the unlikely event that a product becomes permanently unavailable, Prince & Princess Petwear will offer a full refund or send alternatives that are of an equal or higher value, as will be agreed.

What is your Returns Policy?
Prince and Princess Petwear have high quality standards and we are sure that you will be happy with any purchase you place with us. However, in the unlikely event that you are not satisfied, we offer a 21-day, no questions asked, returns/exchange policy on all of our products.

Products returned to us must be securely packaged, and in an unused, resaleable condition, with any tags attached. We recommend that you obtain proof of postage and /or use Recorded delivery.

If a refund is requested, a full refund will be issued, usually within 7 days upon receipt of the returned goods.  Postage costs for returning items are the customer’s responsibility unless a product is defective, in which case return postage costs will be reimbursed up to the value of 2nd Class Recorded Mail.

Please note that bespoke items such as Personalised Couture Clothing, or collars that have been adjusted using our Custom Fitting Service, are non returnable unless they are defective.

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

What is your Exchange policy?
You can exchange any item for a different size/colour/style within the 21-day returns/exchange period. Simply return the item to us securely packaged, and in an unused, resaleable condition with any tags attached, and include your exchange instructions.

Small items can be exchanged for free, but for bulky or heavy items that require a courier, postage and packing may need to be recharged.

How do I care for my petwear?
Pet collars can be wiped clean with a damp soft cloth. Most pet clothes can be washed at 30 degrees in a gentle wash. If they feature embellishments they should be hand washed in warm water. All clothes should be hang-dried. Individual product pages give details of garment care.


OTHER QUESTIONS?
We are happy to answer any other queries. You can email us at princeprincess@inbox.com or use the contact form.


© Copyright Prince & Princess Petwear 2006 - 2011