Designer Petwear FAQ

1. Placing an order with Charlie & Ben
   When you place an order to purchase designer petwear, and / or other items from our Charlie & Ben - Designer Petwear website (www.designer-petwear.co.uk), this is an offer by you to us to purchase those items. We will confirm receipt of your order by sending you an email summarising the details of your order, an Order Confirmation E-mail.
   
   We accept your order only when we send an e-mail confirming that we have dispatched the items in your order, a Dispatch Confirmation E-mail.
   
   The contract between us is formed at that point in respect of those items mentioned in the Dispatch Confirmation E-mail.
   
   If your order contained a number of items and the Dispatch Confirmation E-mail mentions only some of them, each Dispatch Confirmation forms a separate binding contract.
   
   
2. How do I pay for my order?
   Payment is made through Protx secure server via a credit or debit card at no additional cost to you. When you checkout, you will be directed to the Protx secure site in order to make your payment. For security reasons, we do not keep your credit or debit card information, so you will have to re-enter it each time you shop with us. We apologise for this inconvenience but this is to ensure your security. Protx accepts all major credit cards, including, Visa, MasterCard, Amex, Maestro, Switch, Solo, Delta and Visa Electron. Payment is made in UK Pounds Sterling, your own credit card company will convert any other currencies.
   
   
3. How can I be sure my order went through successfully?
   Once we receive your order, you will receive an e-mail confirmation. This usually happens within minutes. It will include an order number for your reference. If you don’t receive an email within a couple of hours, please email us at sales@designer-petwear.co.uk
   
   
4. Size Guide
   Since we have a variety of products on offer, each supplier’s size will be different. This follows the same principle as if you were buying yourself.
   
   It is best to use the guidelines featured in 'How to measure' as a guide to choose the correct size. If in doubt, please email us at info@designer-petwear.co.uk
   
   
5. How to measure your dog
   To ensure the proper fit, please measure your dog accurately in inches by following these suggested instructions:
   
   If you are in doubt in any way about the size please feel free to email us at info@designer-petwear.co.uk and we will be happy to help
   
   Designer Collars
   
   Measure around the neck close to the shoulder and allow room for a comfortable fit. As a good rule, you should be able to fit a finger comfortably under the collar. If your dogs measurements are near or in between two different sized collars, order the next size up to allow for growth and/or a comfortable fit.
   
   Designer collars are sized in inches from the 1st to the last hole. Unless otherwise stated.
   
   Below is a guide to what breeds may suit certain designer dog collar sizes:
   
   6 - 8 inch would typically suit any teeny breeds i.e. Chihuahua puppy and Teacup dogs.
   8 - 11 inch would typically suit a Chihuahua, Standard Yorkshire Terrier, Bichon Frise, Papillion, Miniature Schnauzer.
   11 - 15 inch would typically suit a Pug, Jack Russell, King Charles Spaniel, Dachshund, Miniature Poodle, Boston Terrier.
   15 - 18 inch would typically suit a Dalmatian, Border Border Collie, Setter, Staffordshire Bull Terrier.
   18 - 22 inch would typically suit a Weimaraner, Labrador, Golden Retriever.
   22 - 25 inch would typically suit a Bloodhound, Mastiff, Rottweiler
   
   Harnesses
   
   Measure around the largest part of the chest which is usually behind the front legs and allow for a comfortable fit for your dog.
   
   Designer Pet Clothing
   
   For the length measure from the base of the neck (where a collar would rest) to the base of the tail for the length.
   
   For the chest measure around the largest part of the chest which is usually behind the front legs, then around their back.
   
   For the neck measure as though you were measuring for a collar.
   
   Measurements and sizes for Charlie & Ben Designer Dog Clothing:
   
   
   • Size: XS - Neck 18 - 22cm, Length 18 - 22cm, Chest 28 - 32cm
   • Size: S - Neck 20 - 24cm, Length 22 - 26cm, Chest 36 - 40cm
   • Size: M - Neck 24 - 28cm, Length 27 - 31cm, Chest 40 - 44cm
   • Size: L - Neck 28 - 32cm, Length 32 - 36cm, Chest 46 - 50cm
   • Size: XL - Neck 31 - 35cm, Length 38 - 42cm, Chest 54 - 58cm
   • Size: XXL - Neck 33 - 39cm, Length 41 - 47cm, Chest 65 - 71cm
   • Size: 3L - Neck 39 - 45cm, Length 50 - 56cm, Chest 81 -87cm
   • Size: 4L - Neck 42 - 48cm, Length 60 - 66cm, Chest 93 - 99cm
   • Size: 5L - Neck 47 - 53cm, Length 72 - 78cm, Chest 101 - 107cm
   
   
   
6. Delivery and charges
   Our full delivery information can be viewed by clicking this link, delivery and postage charges.
   
   We do not ship to PO Boxes, as all packages will require a signature, so please provide a valid address with your order.
   
   
7. Overseas Delivery
   Charlie & Ben - Designer Petwear welcome orders from most overseas addresses. Shipping will be calculated in line with the Royal Mail’s guidance on EU and Non-EU countries.
   
   EU Delivery
   
   EU countries include: Austria, Azores, Balearic Islands, Belgium, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden. Unfortunately, larger items such as beds are unavailable for despatch outside of the United Kingdom.
   
   Non-EU Delivery
   
   Non-EU countries are those that are not listed above.
   
   
8. Customs Information
   Local import duties may be payable to the relevant authorities before delivery can be made. You as the buyer are responsible for paying any such duties, they are not part of the delivery charges.
   
   
9. Returns Policy
   If you are unhappy with the size/style, items may be returned for exchange for alternative sizes/styles within 7 days of receipt provided they are in an unused, resellable condition and in their original packaging. You should email us at sales@designer-petwear.co.uk to notify us of your intention and we will provide you with the returns address. Please note we cannot be held responsible for losses on the postal system and therefore recommend you obtain proof of postage. To cover administration and postal charges a £3.00 charge will be incurred on all exchanges, a cheque to cover this charge should be enclosed with the returned item payable to "Charlie and Ben". Alternatively, we can offer you a refund, less the shipping costs and a 15% restocking fee. Please note that postage charges are not refundable in this instance.
   
   If your item is faulty, you will be offered an exchange at no extra cost or a full refund, including postage charges.
   
   Please note that toys and seasonal items are not returnable. We strongly recommend that all toys, and particularly those that contain squeaks, should be given to pets only under supervision. We will only give refunds on toys if they can be found to be defective. This does not affect your statutory rights. Colour shades of products displayed on your own PC may vary.
   
   Please do not return goods that are marked or have pet hair on them as these goods cannot be refunded. So please ensure that you measure your dog correctly using the sizing charts or email for advice.
   
   Your statutory rights are not affected. Your rights to return goods are protected under the EU Distance Selling Directive (ENGLAND AND WALES).
   
   
10. Damaged Goods
    If an item arrives damaged, you must notify us within 48 hours of receipt. Then upon approval, we will gladly issue an exchange at no additional cost or a full refund, including postage charges.
    
    Returned goods should be sent to Charlie & Ben, PO Box 1208, Sunderland, SR5 9DB.
    
    Your statutory rights are not affected. Your rights to return goods are protected under the EU Distance Selling Directive (ENGLAND AND WALES).
    
    
11. Prices
    Prices are as set out on the website and include VAT at the current rate. We reserve the right to alter prices at any time.
    
    
12. Product Care
    Washing instructions are printed inside most of our apparel items. In general for all Charlie & Ben Designer Petwear items are machine washable at 40 degrees, and should be line dryed (instead of a tumbler dryer). Waterproof items can just be wiped down with a clean soapy cloth, then rinsed. Be careful with any cashmere or wool items, these will have to be hand washed.
    
    Feeding bowls are best hand washed in warm soapy water, although some are dishwasher safe. Please refer to the manufacturers information on the product.
    
    
13. Do you have a catalogue?
    At present we do not have a catalogue. All our products are available to view online or at our Retail Management Unit in the Metro Centre. This allows us to keep updating our products and introduce new lines regularly. To receive notification of new products and news items please register for our newsletter on the home page.
    
    
14. Do you offer wholesale terms?
    Yes, we offer wholesale terms on our Charlie & Ben range of Designer Dog Clothing, Pet Carriers and Pet Lounger Beds. Please contact us on 07733 368 704 or email us at wholesale@designer-petwear.co.uk to request a wholesale catalogue.
    
    However, if you are interested in supplying your products for inclusion on our site please send us your brochure, photographs and samples to, Charlie & Ben, PO Box 1208, Sunderland, SR5 9DB.