Muddy Paws Return Policy
Delivery options
| Delivery options | Price | Estimated delivery time | Who delivers my package? |
| Standard Delivery | £3.95 on all UK orders under £49 | 3-5 working days* | Royal Mail/Courier 8am-6pm, for larger items please note a signature will be required for delivery. |
| Premium Delivery | £6.95 | 2-3 working days* (for orders placed before 3pm) | Courier – UK Mail 8am-6pm, a signature will be required on delivery. Excluding weekends and bank holidays. |
| Express Delivery | £8.95 | 1-2 working days* (for orders placed before 3pm) | Courier – UK Mail 8am-6pm, a signature will be required on delivery. Excludes weekends and bank holidays. Orders placed before 3pm on Friday will be delivered the following Monday. |
| Saturday Delivery | £12.99 | The following Saturday (for orders placed before 3pm the previous Friday) | Courier – UK Mail 8am-6pm, a signature will be required on delivery. |
| BFPO Delivery | £12.99 | Variable depending on location | Parcelforce. A signature will be required on delivery. |
| International Delivery | Variable, see below. | Variable, see below. | Variable, see below. |
* Addresses at the following postcodes may take a little longer than the specified delivery times above:
Zone B AB1 – AB16, AB21 – AB25, AB30, AB39, DD, DG, EH, FK, G, KA (except KA27 & KA28), KY, ML, PA1 – PA19, PH1– PH3, TD
Zone C AB31 – 38, AB40 – 56, IV1– IV28, IV30 – IV32, IV36, IV40, IV52 – IV54, IV63, KW1 – KW14, PA21–PA38, PH4 – PH41, PH49 – PH50, BT (Northern Ireland)
Zone D HS, IV41 – IV49, IV51, IV55 – IV56, KA27 – KA28, KW15 –KW17, PA20, PA41 – PA49, PA60 – PA78, PH42 – PH44, ZE, IM, GY, JE
Zone E Republic of Ireland
What time can I expect the delivery to arrive?
If it’s coming by courier (see table above) you’ll receive your package between 8am and 6pm. For Royal Mail, it’ll come at the same time as your normal post.
Do I need to sign for delivery?
If it’s being delivered via courier then a signature will be required. If you won’t be there on the day of delivery the courier will leave a card with details of how to re-arrange delivery or where to collect the parcel – enter your postcode here to find out where your local depot is. For Royal Mail deliveries you don’t need to sign.
What time do I need to order by?
If you are choosing Express Delivery you’ll need to order by 3pm to receive it the next working day. For Saturday Delivery, you need to place your order by 3pm on the Friday. For all other delivery options you can place the order at any time.
What happens if I miss the delivery?
A card will be dropped through your letterbox, giving you details of where to collect your item (usually from your local post office or the nearest courier depot) or to re-arrange delivery. If your item is being delivered by courier you can find the nearest depot here.
Delivery to Channel Islands
We try to keep costs to a minimum wherever possible, however delivery to all GY, JE & IM postcodes will incur a £7.50 surcharge and larger items will take on average an extra 3 working days to arrive. If you have any queries please get in touch at hello@muddypaws.co.uk or call us on 0845 362 3663.
International delivery
Our European delivery costs are listed below. If you would like an item to be delivered outside of Europe then please get in touch at hello@muddypaws.co.uk or call us on 0845 362 3663 and we can arrange this for you.
We use DPD and DHL as our European couriers and Fedex to deliver to the rest of the world. All of our rates are based on up to 20kg in weight, so you can add several items to your basket and there will be no additional postage charge. If you’re unsure of the weight of the items you’ve ordered just give us a call on 0845 362 3663 or email us at hello@muddypaws.co.uk.
| Country where the package is being sent to | Price |
| Austria | £12.29 |
| Belgium | £10.00 |
| Bosnia and Herzegovina | £46.88 |
| Bulgaria | £47.82 |
| Croatia | £41.73 |
| Czech Republic | £13.81 |
| Denmark | £13.57 |
| Estonia | £19.80 |
| Finland | £18.20 |
| France | £12.35 |
| Germany | £9.88 |
| Greece | £32.00 |
| Hungary | £15.90 |
| Iceland | £34.87 |
| Ireland | £8.99 |
| Italy | £15.92 |
| Latvia | £18.54 |
| Lithuania | £17.39 |
| Luxembourg | £10.99 |
| Montenegro | £29.40 |
| Netherlands | £10.81 |
| Norway | £23.72 |
| Poland | £16.35 |
| Portugal | £22.82 |
| Romania | £23.62 |
| Serbia | £29.40 |
| Slovakia | £14.89 |
| Slovenia | £15.23 |
| Spain | £16.00 |
| Sweden | £17.12 |
| Switzerland | £12.86 |
Delivery on made-to-order products
If you’re ordering a Hugo & Hennie dog bed, these are made to order so unfortunately we cannot offer an Express Delivery or Premium Delivery on these.
How will my items be packaged?
Our packaging varies depending on the items ordered. The majority of our products are shipped in either recycled plastic mailing bags or cardboard boxes. We do our best to minimise the impact our business has on the environment and 95% of our plastic bags are made from recycled polythene and are 100% degradable. We also try and re-use as much of our packaging as possible, so if you receive a box that looks as though it’s been round the block more than once then it’s probably because it has!! Please be assured that all the items we ship are brand new and in perfect condition.
No-Fuss Returns & Exchanges
We hope you’re delighted with your Muddy Paws purchases but we understand that sometimes things aren’t quite the right size, shape or colour. If you would like to return or exchange the product for any reason we offer a no-fuss returns and exchanges policy.
Simply return the item within 14 days unused (and dog hair free!) in its original condition with all packaging intact along with this slip. When we receive it back we will arrange either an exchange or refund (please note that we do not refund the postage charge for returning an item, but we do send exchanges to you free of charge). It’s as easy as that!
Returns during December and January: For any item purchased in December we are happy to accept returns until 20th January.
Please note that we are unable to accept returns on any dog treat or dog food products.
Where do I send it?
Returns department, Muddy Paws, 6-7 Holland Business Park, Blandford Forum, Dorset. DT11 7TA
How do I return an item?
Return via your local convenience store using Collect+
For small and mid-sized items you can use our Collect+ service and drop off your parcel at over 3000 local stores. Just visit http://www.collectplus.co.uk/ for details. Please note there is a charge of £4.49 for using this service which will be deducted from your refund or exchange.
Return via Royal Mail at the Post Office
For small and mid-sized items you can also use Royal Mail. We would always recommend that you track the delivery as it’s difficult to help or assist if the item doesn’t make it back to us. Simply take the item to your local post office to arrange the return.
Return via courier collection
For larger items (for example big dog beds) we can arrange to have an item collected by our couriers for £8.99. Just give us a call on 0845 362 9663 if you would like us to arrange this.
Who do I contact if I have any questions?
If you have any queries regarding your return or exchange either drop us a line at hello@muddypaws.co.uk or call us on 0845 362 9663.
How do I exchange an item?
If you would like to exchange an item either for a different size, colour, style or a different item entirely, then our same no-fuss returns and exchanges policy applies. Simply return the item to us using the instructions above, with the original packing slip and details of what you would like to exchange it for. Please note that we do not charge to send an exchanged item back to you as we think you should only have to pay for the returns postage once! Please note we do have to charge postage for international orders.
If you paid by credit / debit card
If there is a difference in the price then we will charge your card automatically should there be an additional cost (or process a refund if the item costs less).
If you paid by PayPal
If you paid via PayPal we are unable to charge you automatically so we would ask that you either send the balance owed to paypal@muddypaws.co.uk, or we will contact you to ask for your card details so we can charge the extra.
How do you process my refund?
We will process a refund to the card you paid with. If you paid via PayPal, we will issue a refund back to your PayPal account.
Can I return an item which was on sale?
Unfortunately we are unable to accept returns on any items purchased in our sale unless they are faulty. Sale items are normally end of lines or discontinued lines which is why they are such bargains! We are happy to exchange for any other products.
For more information visit Muddy Paws
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