Terms and Conditions

Contact Information
Indi-Dog UK
Sinead (Sid) Lymburn
Bellen House
North Road
Llanymynech
Powys
SY22 6EA
 
email: salesuk@indi-dog.co.uk
tel: 07715519225
 
Payment and Delivery
Payments can be made via PayPal, PayPal guest check out (using a credit or debit card). Or by card via Wave. To choose card payments use the Bank Transfer payment option during checkout. Once we receive your order you will be sent an itemised invoice to the email address given at the time of ordering, this will contain a link to pay by card. 
Card payments are processed securely by Square and we are not able to access your card details. Card payments take 7 working days to process and your order will not be started until the payment has processed.
 
Postage is via Royal Mail, free shipping is Royal Mail second class. First class and first recorded is also offered. Items are not considered lost until 15 working days (excluding weekends) after posting (this is in addition to Indi-Dog's turnaround time).
 
Parcels may be left with a neighbour or taken to a local collection office if no one is home at the time of delivery. If you have a preferred neighbour please state this when ordering so it can be made clear on the package. 
 
Indi-Dog can not take responsibility for incorrect addresses. Please ensure you have given the correct delivery address at the time of ordering. 
 
Turnaround Times
We aim to ship within 14 working days under normal circumstances, please see the homepage for service updates as all items are made to order and we are a small 2 person team with young children!
 
You may request an order update or estimated delivery date at any time. 
 
If you need your order to be completed quicker than the time frames given above, please contact us before placing the order, as it is not always possible to complete orders quicker due to stock and family commitments. 
 
Cancellations and alterations and returns
You are entitled to request a cancellation within 14 days of ordering. Due to the fact that every custom item is made to measure, custom fit orders which have been started can not be cancelled, so please contact us ASAP if you would like to cancel your order. ID tags can not be cancelled if they have already been purchased by Indi-Dog.

We can accept returns for refunds on Faster Shipping/set sized items. Custom items can be returned for alteration but we can not refund for custom fit items. Please do not order extra to try on for size or to see colours with the intention of returning one, we are a small business who makes everything to order, and cannot afford to loose time and money making unnecessary items. 
 
Indi-Dog offers a fit guarantee. Should your item be incorrectly sized we will happily alter or replace the item if an alteration would not be possible. If returning an item for alteration it must be washed if it has been worn, if the item has just been tried on for size it must be de-furred before returning. Dirty items can not go on the sewing machine for obvious reasons and will be sent back without alteration. 
 
Items being returned for a refund must be unworn. Items that have clearly been worn or used be refunded 75% of the value (unless faulty).  
 
You must contact us prior to sending your item(s) back should you require an alteration or refund. 
 

Overseas Customers

We ship worldwide using Royal Mail International Tracked. This is a fully trackable service which usually delivers within 14 working days, but please be aware that international parcels can take upto 4 weeks to arrive (usually under 3).

The customer is reponsible for paying any import charges and custom fees due, we mark all parcels with the correct value. This now applies within the EU. Any parcels returned to us due to non payment will be refunded less the shipping fee and any incurred costs, should we foot a bill for the import fees.
 
Fit Guarantee and Breakages Guarantee
Indi-Dog offers a fit guarantee, should your item not fit (whether it is a mistake with the measurements or a manufacturing oversight), we will happily alter or replace the item on its return to us. This guarantee is valid for 14 days from delivery. Please see above for details regarding returning items for alteration. Vault items are not covered under the fit guarantee.
 
In both cases items will only be replaced like for like. In the case of ribbons or fabrics no longer being available you will be given the opportunity to choose a replacement ribbon or fabric.
 
Indi-Dog also offers a lifetime guarantee against breakages that happen with normal use. Should your item break we will replace the damaged parts or the entire item (depending on the damage). We do not cover damage caused by chewing, though we will happily repair the items for a cost. Cost of repairs will be based on the extent and placement of the damage.
 

Data Protection and use of your information
Indi-Dog only collects information required to complete and deliver your order. Any information given at the time of placing your order is stored on a secure server which is not accessable to the public.

We will only contact you in relation to your order, we do not send out marketing emails or materials. Your payment details are not viewable to us and are held securely by PayPal (Stripe for card payments).
 
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