Amazing finds for the furry kind

Customer Service

Shipping & Delivery
Items are shipped Monday to Friday. We use Royal Mail for most of our deliveries and when you check out you will be presented with a number of delivery options along with the associated costs for delivery. Orders received after 3.30pm may not be posted until the next working day however we do make every effort to post all orders on the day they are received Monday to Friday. Orders completed at weekends will be posted on Monday. On occasions we will have to use a courier service, this is usually the case if your order is a large order or is made up of items which in total weigh more than 2kg.
Privacy & Security
We want you to feel confident about the privacy and security of the personal information you enter when using our web site. Dougal’s Den is committed to protecting your privacy and only uses the information that we collect about you lawfully and in accordance with the Data Protection Act (1998). We are registered with the Information Commissioner's Office under Bundle of Sticks Ltd. Reference Z2127852.
Returns & Replacements for On Line Purchases
Items damaged in transit - If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged items without charge to you provided you return the damaged item(s) to us within 7 days of taking delivery.
Incorrect Items - If we have sent you an incorrect item, please notify us as soon as possible and return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it. We will reimburse any reasonable costs you incur in returning the following items to us:
• items we delivered to you in error
• items which were damaged upon delivery
• items which are substitutes for items originally ordered which we were unable to supply.
You will be responsible for the costs of returning items to us in all other circumstance, (including if you exercise your right to withdraw your purchase in the Cooling-Off Period). If we do not receive the original item back from you with the delivery slip, we may arrange for collection of the item from the delivery address at your cost. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
Returns  & Replacements for purchases in our Shop
Purchases made in our shop will be replaced or refunded if they are found to be faulty. 
We will require a receipt or other proof of purchase ( such as a credit card statement or a bank statement) to refund or exchange items.
If you have simply changed your mind about a product we will only be able to give a refund or an exchange if you have proof of purchase and you are exchanging the item within 30 days of the original purchase.
All goods which you have simply changed your mind about must be returned with original packaging and tags and in a condition which mean we can re sell the items.

Ordering

The primary method of ordering products is via our website. We are also happy to accept orders via telephone however we may place a limit on the value of products that can be ordered on in a telephone transaction. Should you wish to place an order by telephone please contact us on 01538 372180.
Payment, Pricing & Promotions
Products are invoiced in GBP sterling at the price prevailing at the time you place your order. Prices displayed on the Website include Value Added Tax which will be charged at the current rate. They are prices per unit and displayed as the main item on that specific page. Although we try to ensure that all prices on the Website are accurate, errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as possible. You will have the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled. We reserve the right to update prices displayed on the Website from time to time.
Viewing Orders
You can view all of your previous orders provided you have registered as a customer on the website. When you have registered you will be presented with an account dashboard when you log in. From this screen you can simply click on the view order link to view the order information. You can also easily reorder from this page by clicking on the reorder link, you will have the change to update your shopping basket before you finalise your re order.
Updating Account Information
To update Account Information simply go to your account dashboard after logging in to your account. From this screen you will be able to update your contact information, amend your newsletter subscription options, as well as managing your delivery addresses.