Delivery & Returns
Standard Delivery Charges
Orders over £40 (excluding delivery fees) and under 15kg in weight are delivered to United Kingdom addresses completely free of charge.
Deliveries to the EU and US
We deliver to the EU and US up to a maximum weight of 2.0 kilos. All offshore orders are sent out via Royal Mail, Interlink or DPD courier on a fully tracked* and signed for service and cost £15.48.
*Spain. We can only send packets out to Spain & the Spanish Islands as signed for, not tracked, because the Spanish postal office doesn’t offer a tracked service.
UK Delivery times and charges
We use Royal Mail 48 (their name for second class) and Interlink/DPD couriers to deliver our parcels. The delivery service you select at checkout will determine how long it takes to reach you.
Next Day Delivery
Orders placed before noon, Monday to Friday will be dispatched on that day. Orders placed after noon, or on a Saturday, Sunday or bank holiday, even if you select next day delivery will be sent on the next working day.
Important note: if you select Next Day, Saturday or Sunday deliveries.
We send out orders from Monday to Friday. You will receive postal deliveries from Monday to Saturday and courier deliveries from Monday to Friday (except on bank and public holidays). Where you have selected a delivery for Saturday or Sunday, these orders will be dispatched on Friday only. We do not dispatch orders on a Saturday, even if you select Sunday delivery, so orders placed on Saturday for a Sunday delivery will be delivered eight days later, a week on Sunday, and not the next day.
Products may be delivered to an address separate from the billing address in a single delivery (including work addresses) but you won't incur additional delivery charges as a result. All courier deliveries must be signed for on delivery.
Next day delivery can be selected at any time but it will only be dispatched on the next available working day if it's placed before noon. For example, order next day delivery on Friday, Saturday, Sunday or a bank holiday Monday and your order will not be dispatched until the next working day – Monday (or Tuesday in the case of a bank holiday) for delivery the next working day. Please only select this option if you are happy to receive your order under these terms and conditions.
For example: Order on a Friday after 12.00pm and your parcel will be sent out on Monday for delivery on Tuesday. If for any reason we can't send out your order that day, because we're waiting on a stock delivery, for example we will send it out as soon as we have it and refund the difference in the delivery charge.
Deliveries to the Highlands
Deliveries to the following postcodes will take two days to arrive when ordered as a next day service:
Highlands: AB (10-56), HS (1-9), IV (1-63), KA 28, KW (1-14), PA(20-78), PH(19-50), FK (17-22).
Will I have to be in to sign for my parcel?
UK– only if you select next day delivery
EU and US – yes, you will need to sign for your delivery. If you’re not in, the delivery company will leave you a card. Use this to rearrange delivery.
Will I receive confirmation of my order?
We'll send you a confirmation email detailing the exact order received shortly after your order is placed.
When will my order be delivered?
We aim to send out your order within 1 – 4 working days (excluding weekends and bank holidays). If for any reason your order is delayed we will be in touch with you via the contact details you enter when you register with us. Your order will then travel via the method you selected when you ordered so please factor that time in.
My delivery never turned up!
Over 99% of our mail gets delivered without incident. We track the majority of our orders meaning items rarely get lost. If for some reason your order doesn't arrive at the address you specified we will replace it after 15 working days has elapsed. This is because Royal Mail does not consider an item to be lost before this time. If they have a backlog or a bag of mail goes astray it can get picked up days after we handed it over to them, hence the 15 day wait time.
Please be careful when adding your delivery address at checkout. This is because our system is automated from ordering right through to the Royal Mail or Courier labelling, which means the address you give us is what is printed on the label. If it turns out the address was entered incorrectly the order might be returned to us. As long as it is, we can resend it to you, but you will be liable for the redelivery charge. If it never reaches you, or comes back to us due to customer error we will not refund for a lost order.
Please help us by ordering in plenty of time!
We get your order out the door as fast as we possibly can, usually the same or next working day. But we can only do that once we have the order in our hot little hands, so please don't leave it until the last minute to put in your order. I know we're all guilty of it, me included, but if you can give yourself seven days lead time then you won't run out of chews, flea treatment or supplements.
All damages/shortages must be reported to us via our contact page, by email email@example.com or by phone on 01903 930 888 within 24 hours of receiving your goods. Any later than this we cannot arrange a return/refund or redelivery. If an item is damaged, once received back at our store we will refund postage costs and send you a replacement. Please ensure you have evidence that your item has been returned, preferably via recorded delivery, which can be verified by online tracking.
If it doesn't arrive back to us we cannot replace it.
The Distance Selling Regulations state that all basic postage costs must be refunded but only if all the original contents were returned within the 30 day period. The basic postage cost applies for all orders. Refund of postage does not apply to next day delivery.
Deliveries can be made to work addresses. If you are expecting a delivery and it hasn't arrived please look for a delivery attempt card on your mat or in with your post.
If you are returning an item to us - because it's faulty or you have changed your mind, it is your responsibility to retain a proof of postage and we strongly recommend you send it to us via tracked mail with Royal Mail or a reputable courier so that we can trace it should it go astray. If we don't receive the item/s back and there is no proof of postage we cannot replace or refund.
How long will it take to receive a refund for a returned order?
My Itchy Kid abides by the Distance Selling Regulations as laid down by the Office of Fair Trading. The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we'll consider the overall condition of the product being returned when making a refund.
We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. Timings will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods but not for changing your mind.
Payment & Security
We use SagePay and Paypal to process your payment. Because it’s processed securely, at no point during any online transaction will any of our staff be informed of your credit card details. Any orders taken over the phone are keyed straight into our secure terminal. They are never written down. Once entered into the terminal they are encrypted and it is impossible for us to retrieve them after they’ve been entered.
3D Secure / Verified by Visa
Most of the banks and building societies have put a further security check in place. This is called Verified by Visa (for Visa transactions) and can be called different things by different banks. Others include Mastercard Securecode and 3D Secure. The card issuers have instigated this for your security and once you have it set up it offers increased security and peace of mind for you. You can pay by PayPal, Mastercard or Visa credit card, Maestro, Delta/Debit card or Visa Electron cards. Authority for payment must be given at the time of placing your order.
More information regarding safe online shopping can be found at The Money Advice Service.
Should you require any further information regarding any aspect of how our online checkout works please call us on 01903 930 888 or email us firstname.lastname@example.org. Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example; Internet Explorer, Firefox, Google Chrome or Safari. This means you cannot inadvertently place an order through an unsecured connection.