Catnip Toy Whale

Shipping Policy 

Thank you for visiting and shopping at Saffron Pawtique. Following are the terms and conditions that constitute our Shipping Policy.

What are your expected delivery times over Christmas?

Make sure to order your Christmas products before 16th December to receive them before Christmas. Orders placed over the festive period are expected to have longer delivery times. For orders placed between 16th December and 7th January please expect delivery to take three weeks (sometimes longer), this is to allow for the busy time of year and holidays for staff.

Shipment processing time

Most orders placed on weekdays before 3.30pm will be processed by us the same working day. All orders are processed by us within 1-2 business days.
We use a delivery service who aims to get your parcels to you within one week. Please allow seven working days for delivery after your order has been processed. 

Orders are not processed, shipped or delivered on weekends or holidays. Holidays are always a busy time that increases traffic and delivery times. Please allow for extra delivery time if placing orders on these key days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipping rates & delivery estimates

Saffron Pawtique ships to addresses within the U.K.

Standard shipping is £3.99 for all orders up to £39.99.

Delivery is free for all orders over £39.99.

Local delivery is an option for those within a 5 mile radius of Radwinter Road, Saffron Walden, CB11 3HY. There is a minimum order of £10.00 with a £1.00 delivery charge. Free delivery applies when orders are over £25.00

Delivery delays can occasionally occur.

Shipment confirmation & Order tracking 
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours but usually much sooner.

Customs, Duties and Taxes (orders outside of the UK)
Saffron Pawtique is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages 
Saffron Pawtique is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

International Shipping Policy
We currently do not ship outside the U.K.

Returns Policy
Our Refund Policy provides detailed information about options and procedures for returning your order.

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Once you have requested the return you then have 14 days in which the item(s) must reach Saffron Pawtique to be accepted.

To be eligible for a return and refund, your item must be in the same condition that you received it: unworn and unused, with tags as well as being in its original packaging. You’ll also need the receipt or proof of purchase.

If no tags are included the return will not be accepted. To have your items back to you, you must send a payment for the delivery. On rare occasions we may be able to offer a partial refund an item without labels as long as the condition of the item in unused.

To start a return please contact us at: helpme@saffronpawtique.co.uk. If your return is accepted, we will send you instructions on where to send your package to. 

You can always contact us for any return question at helpme@saffronpawtique.co.uk.

Delivery Costs
Standard delivery costs will be refunded if the whole order is returned, the items accepted and the return completed within the 30 day period.
Special delivery charges will not be refunded. 
The customer is responsible for return postage costs.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as treats) and custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exchanges

Exchanges can only be made within 30 days of you making your order. 
Please email us (helpme@saffronpawtique.co.uk) to check stock levels before we can confirm an exchange. When you get in contact please include your order number, the item you want to exchange and what you would like to exchange to. We will then confirm our stock and let you know how to process the exchange, or will offer you a return and refund option if stock is not available. To be eligible for an exchange your item must be in unused condition with labels. Postage for item(s) being sent to us must be covered by the customer. We will cover postage of exchange item(s).