Delivery & Returns
POSTAGE & PACKING CHARGES (UK-MAINLAND)
With the exception of our clearance items, all orders placed before 3pm on Monday-Friday will leave our warehouse the same day. Orders placed after 3pm will be processed the following day. Kindly note, this excludes UK bank holidays and weekends. Saturday's and Sunday's are not classed as working days.
Delivery Information
As an independent online brand, we use couriers to help deliver our products. Smaller items will be sent via Royal Mail and our beds are delivered by DPD.
For larger items such as beds and bulk orders - Due to their weight, these items will automatically default to the UK priority delivery: 1-2 working days - £7.86* *Next day delivery is available on this option if the order is placed before 3pm (Monday - Friday) and the stock is available (clearance items are not included).
Unless specified, all delivery options do not require a signature.
Once your order is on its way, a tracking notification will be sent via the email address you provided on your order. In the event that no-one is available to take delivery of the goods, the carrier will leave a card with the necessary information on how to re-schedule a new delivery time. Please contact the courier directly to make these arrangements, as the scheduling will be dependant on your local delivery depot.
Our products are currently available for delivery to the UK and Ireland only. In the event that no shipping method is shown when you input your address details, please send us an email to info@merlindogs.com and a member of the team will look into obtaining a quote for you.
RETURNS & EXCHANGES
We are very happy to accept items back for a refund within 30 calendar days from the day you receive your goods. Kindly note, we can only accept items if they still have the original tags attached and items are in their original packaging, unused. Unfortunately once tags have been removed or the item used, your purchase is no longer eligible for an exchange or refund.
In the event that something is not right and you would like to return an item, please refer to the instructions provided on the delivery and returns leaflet placed inside your parcel. On here you will find the return delivery address. Before you return your item(s), please fill out the top of the form with your details and return reason code and place this inside your return package so we can match it with your order on receipt. Kindly note, our returns are not prepaid, therefore there will be a postage fee.
We strongly recommend that items are returned using a ‘signed for’ courier or mail service with proof of despatch.
Once your item(s) have been returned and received, our warehouse team will carry out its checks. If they have not been returned in a saleable condition or are damaged, we will sadly refuse the exchange or refund requested.
Return Address:
Stone Green Farm, Stone, Kent TN30 7JT
Exchanges
To exchange an item for a new size or model - we kindly ask you to place this request as a new and separate order online. Once we have accepted your returned item, a refund will be issued.
To exchange an item for a different colour in the same model and size - We can do this for you. Kindly follow the same returns procedure as above. Once the first item is returned, we will send out a new replacement.
Refunds
Once your item(s) have been received by our warehouse team and cleared, your refund will be processed within 48 hours (weekdays) using the original payment method. Once issued, we will keep you posted by email.
Postage
Please note that postage costs are non refundable unless the item was not dispatched or under special circumstances. Unfortunately we are unable to offer free returns at this time.
Items marked as "clearance" are heavily reduced in price so therefore cannot be returned for a refund or an exchange.