Frequently Asked Questions | DogCherie
Got questions? Our FAQ covers delivery times, returns, tracking & more – so shopping for your pup is simple and stress-free.
1. Shipping & Orders
Find out how our UK dog shop handles free shipping, delivery times, and order processing. Everything you need to know before placing your order.
Do you ship anywhere in the UK?
Yes, we deliver across the UK – because every pup deserves that extra bit of care with something special arriving right at their doorstep.
How long does it take for my order to arrive from your UK dog shop?
Orders are usually prepared within 1 business day, and delivery typically takes 7–14 business days. That’s around 8–15 business days in total. Timing can vary, but the goal is to get your package to you as smoothly as possible. 🎁🐶
How will I know my order went through?
As soon as you place your order, you’ll receive a confirmation email – like a happy tail wag from us to you.
Can I change or cancel my order after placing it?
You can make changes or cancel your order until it has been shipped. Once processing has started, changes may not always be possible. Fees may apply, depending on the situation.
Do you offer express or next-day delivery?
At the moment we only offer standard shipping. Delivery times are typically 8–15 business days in total.
Do you deliver to P.O. boxes or only home addresses?
Currently, we deliver directly to home addresses – so your pup’s package arrives right where they live.
Will all items in my order arrive together?
Most orders are shipped as a single package, but occasionally items may arrive separately depending on availability.
2. Payment & Security
Our UK dog shop uses secure card payments for every order. Learn more about safe checkout, online payment options, and promotions below.
What payment methods do you accept in your UK dog shop?
We currently accept card payments at checkout. 💳
Is it safe to pay online?
Yes. All payments are processed through secure, encrypted systems.
When will my card be charged for an order?
Payment is taken at the time you place your order.
Can I pay with cash on delivery?
No, orders can only be completed with card payment online.
Do you store my payment details?
No. Payment details are handled securely by our payment provider and are not stored by us.
Do you store my payment details?
No. Payment details are handled securely by our payment provider and are not stored by us.
Can I use more than one card for a single order?
No, each order can only be completed with one card payment.
Do you offer discount codes for dog accessories?
From time to time, we may share discount codes or special offers, usually through our newsletter or with returning customers.
3. Tracking
Every order comes with tracking. Here’s how you can follow your package from dispatch to delivery with our UK dog shop.
How can I track my order?
Every order comes with tracking. Once your package has been dispatched, you’ll receive a tracking number by email, so you can check its journey anytime. 🐾
When will I receive my tracking number?
Tracking details are sent once your order leaves our warehouse and is on its way to you.
Where do I enter my tracking number?
You can enter your tracking number on the carrier’s website to see the latest updates about your delivery.
My tracking number isn’t working – what should I do?
Tracking may take a little time to update after dispatch. If it doesn’t show info straight away, give it a moment and check again.
Can I track multiple items in one order?
Most orders are shipped as a single package with one tracking number. If items ship separately, you’ll receive more than one.
The tracking says “delivered” but I haven’t received my package. What now?
Sometimes packages are left in a safe place or with a neighbour. Check your order details and tracking page first — your pup’s surprise might already be waiting nearby.
Do I need an account to track my order?
No. You can track your order with the tracking number provided, whether or not you created an account at checkout.
4. Returns & Exchanges
Need to return or exchange an item? Learn how our UK dog shop refund policy works, from return conditions to exchanges and faulty items.
What is your return policy?
You can return items within 14 days of receiving them. Returned goods must be unused, complete, and in their original packaging with all accessories, manuals, and the purchase invoice.
How do I start a return?
Please email us at contact@dogcherie.co.uk with your order number and details of the issue. If possible, include photos so we can help you faster.
When will I get my refund?
Refunds are processed within 14 days after we receive and check the returned goods. The money will be sent back using your original payment method.
Can I exchange an item for another size or product?
Yes, exchanges are possible within the 14-day return period, as long as the product is unused and in its original condition. 🐾
Who pays for return shipping?
In most cases, the customer covers the return postage. If the item is faulty, damaged, or not as described, DogCherie will cover the reasonable return cost.
What condition should the item be in for a return?
Items must be unused, in their original packaging, and include all accessories, manuals, documentation, and the purchase invoice.
What if my order arrives damaged or faulty?
If your order arrives damaged or defective, please notify us within 48 hours of delivery by emailing details and photos to contact@dogcherie.co.uk. We’ll arrange either a replacement or a refund once the goods are returned.
5. Products & Sizing
Choosing the right fit is important. Check our UK dog shop size guides, breed recommendations, and product care tips.
How do I choose the right size dog collar?
Use the “two-finger rule”: make sure you can fit two fingers comfortably between your dog’s neck and the collar. Each collar product page also includes a size guide.
Do you provide size charts for all products?
Yes, every product page includes a size chart or measurements to help you find the right fit for your pup.
What if my dog is between two sizes?
When in doubt, it’s usually safer to size up for comfort. You can also check the exact measurements listed on each product page.
Are the dog beds suitable for all breeds?
Our beds come in different sizes. Check the dimensions on each product page to choose the best option for your dog’s breed and sleeping style.
Can I wash the products?
Care instructions are included in each product description. Always follow the guidelines to keep collars, beds, and toys in good condition.
How durable are the collars, beds, and toys?
Products are designed for everyday use, but durability depends on your dog’s size and play habits. Please review the details provided for each product.
What if the size I ordered doesn’t fit my dog?
No problem — you can return or exchange the item within 14 days according to our return policy. That way your pup always ends up with the perfect fit. 🐾
6. Promotions & Discounts
Looking for a deal? Learn how to access discount codes, seasonal promotions, and loyalty offers at our UK dog shop.
Do you offer discount codes?
From time to time, discount codes may be available. These are usually shared through our newsletter or with returning customers.
How can I get a discount code?
The best way is to subscribe to our newsletter — that’s where we share updates, promotions, and special offers first.
Do discount codes apply to all products?
Not always. Some codes may be limited to certain products or categories. Details will always be included with the code.
Can I use more than one discount code on the same order?
No. Only one discount code can be applied per order.
Do you run seasonal promotions?
Occasionally, yes — around holidays or special events, we may share limited-time offers with our customers.
Do discount codes expire?
Yes. Each code has its own validity period, which will be stated in the offer details.
Do you offer loyalty rewards for returning customers?
Returning customers sometimes receive exclusive promotions or early access to new offers via our newsletter. 🐾
7. Customer Support
Have questions? Our UK dog shop support team is here to help with orders, shipping, returns, and more.
How can I contact customer support?
You can reach us by email, phone, or text message. Full details are listed on our Contact page.
What is your response time?
We usually reply within 24–48 hours on business days.
Do you offer live chat support?
Not at the moment. You can reach us by email, phone, or text instead.
Can I get product advice for my dog?
We love dogs, but we don’t provide individual training or health advice. For product-related questions, we’re happy to help.
What details should I include when contacting support?
Please provide your order number, name, and a short description of your issue. Photos can also help us resolve things faster.
When is your customer support available?
Our support team answers messages during normal business hours, Monday to Friday.
Where can I find quick answers without contacting support?
Our FAQ covers common topics like shipping, payment, tracking, and returns — it’s the fastest way to find information.