How do I Pay?

Securely! We have signed up to be an official Google Checkout partner. It’s a brand you can trust and offers the all important 3 layer socket payment security.

Google Checkout accepts major credit and debit cards, including VISA, VISA Electron, MasterCard, Switch/Maestro, and Solo. Once funds have cleared, your package will be dispatched.


Can I return Items?

Whoops!
If you need to make a return for any reason, please email or call us on 01425 487006

If we have accidentally sent you a faulty or wrong item, please notify us immediately and return the item within 7 days and we will send you a replacement with postage paid or offer you a full refund.

If you have purchased the wrong size or style for your dog, we can offer you an exchange, credit note or refund. Contact us immediately and and return the item within 7 days with the completed returns form sent with your purchase.

Please note that in the case of returning an unwanted product (i.e. not damaged/incorrectly sent by Lucky Pup), your postage costs to send back to us are not refunded.
For  exchanges - although we do not charge a restocking fee, we do have to charge for new postage at £3.45 to cover our costs to send out the replacement.

All returned products should be sent back in their original packaging and in the same condition as when they left us. Please make sure they are well protected! We do not insist you send recorded delivery but strongly recommend you at least obtain a signed proof of postage from the Post Office to cover yourself!.

It will usually take us about 7-10 days to process your return - organise a refund/send out a replacement. All refunds will be made to the card used to purchase as soon as possible - we can’t refund to a different card. We do not issue refunds/returns on beds or toys unless faulty.

If a returned item is out of stock or discontinued, we’ll give you a credit note which will be valid for 1 year from date of return.

As responsible people with pets of our own, we strongly recommend that all toys should be given to pets under supervision.

No cash refund is given on sale items – if you wish to return a sale item we will give you a credit note, provided the item is returned within 30 days.


How much is postage?

Low! As frequent online buyers ourselves, we recognise the importance of keeping additional postage costs to a minimum. To be as fair to our customers, we have set our 2 tier postage costs at an average based on the weight and size. We do not intend to make any profit from our postage charges.

Dog Beds orders – £6.45
All other orders – £3.45

If you order a dog bed plus other items, you will only be charged the one postage charge of £5.95.


How fast do you deliver?

Quickly! We endeavour to despatch all orders within 24hrs Monday to Friday. All items are sent 1st class recorded delivery, so your delivery should arrive in about 3-5 days depending on the postal system.

Please note that all our shipments require a signature upon delivery. If you think you may be out at work, you may wish to use the Google Checkout facility for an alternative shipping address when purchasing your items.

Please allow a little longer for delivery during the Christmas run up. Last orders for pre-Christmas 08 delivery will be taken up to midnight on Friday 19th December.

Orders can still be placed after this and we will continue to send until last Royal Mail posting day of 23rd December - but based on previous years, we recommend buying early to ensure your purchase arrives in time.


Can I order over the phone?

Yes. We can take phone orders but we do not take credit or debit cards over the phone as we feel it is safer not to keep separate card records to our safe automated website payment process. We can either send you an electronic invoice via Google Checkout or we will accept cheques and dispatch your items once it has cleared. Tel: 01425 487006 for more info.


What if my item is Out of Stock or Pre-Order Only?

Don’t worry! We work really hard to make sure items are always in stock. If your chosen product happens to be out of stock, we’ll let you know and give you an estimated time for delivery.

If you have ordered multiple items and one is out of stock, we’ll dispatch the rest and send the missing one as soon as possible.

Please note - If your item shows as Pre-Order only, this can take up to a max of 2 weeks to be dispatched but is often sent within 1 week. Please email us for an estimate time of arrival.


How do I know it will fit?

Measure! Please use our size guide to get a good idea about which collars and clothes to buy. Guidelines are approximate as manufacturers sizings differ and sizes of breeds vary. If in doubt – drop us an email or call us with your dog's details and we will try to sort out the right size for you.


Can you take international orders?

We can take orders from some EU countries – but please email us with details of the items you wish to buy.

We will then send you an electronic invoice for the items plus international postage for your country through Google Checkout.

You will need to complete your payment and then your items will be sent.

Please note that Lucky Pup is not responsible for any import duties and taxes that may be incurred on international orders.

At this time, Lucky Pup cannot take orders from the USA or Canada but please check back again soon.


Is tax included?

Yes, all prices are VAT inclusive at 17.5%.


Copyright

All content included on this site, such as text, graphics, logos, button icons, images, data compilations, and software, is the property of Lucky Pup.


Using Google Checkout

Google Checkout is a new way to accept payments that allows you to use one login everywhere. With Google Checkout you can quickly and easily buy from stores across the web and track all your orders and delivery information in one place.

If you have not already registered with Google Checkout before then you will need to do so from the checkout page of our site, but this is very quick and easy and it involves setting a password for your personal Google Checkout account.

The Google Checkout fraud protection policy covers you against unauthorised purchases made through Google Checkout, and they don't share your purchase history or full card number with sellers.

You can also keep your email address confidential to help minimise any spam emails. For further information, please visit the Google Checkout site.