Terms and Conditions Our delivery charges to the UK & Overseas are outlined for you. If you have any questions, please let us know. All prices include V.A.T. where applicable. All prices are in GB Pounds Sterling. If in stock we endeavour to send you your item as quickly as possible. You should receive your item within 4 - 6 weeks for beds and 48 hours for collars (If in stock) of placing your order. For a full breakdown of times etc please see the Delivery Times section. Customer Support Customer Support Phone Number (+44) (0)1273 410 900 Email: info@lilapaws.co.uk Our customer support line is open from 9:30am until 5.30 pm Mondays to Friday,(G.M.T.) Calls are charged at standard rates. Complaints Lila Paws takes its relationship with our customers very seriously. If you have a complaint please let us know as soon as possible. You can either do this by calling our customer support number (+44) (0)1273 410 900 or e-mail us: info@lilapaws.co.uk please put in the subject header COMPLAINT. You will receive confirmation of your complaint within 72 hours and will be dealt with by an assigned member of staff. Our goal is to put our customers first, and we aim to resolve any complaint within 5 working days. Delivery Please let us know if your order is required by a certain date and we will do our very best to help you receive it in time. Please always quote your order number in all correspondence. Beds are generally made to order so delivery times are between 4-6 weeks The Global Gallivanters are made to order and can take 6-8 weeks (please let us know if you have a deadline.) As long as the Collars and Leads are in stock delivery times are within 48-72 hours of order being placed. We provide a fast and friendly delivery service Collars and leads are generally sent 1st Class recorded. Our Beds are generally sent via courier. Any items that are out of stock or have any problems we will try to get to you as soon as humanly possible and will keep you informed as to the delivery time. International orders: Collars and Leads will be sent first class recorded airmail. Europe & USA - 3-7 Days. Rest of the World - 3-10 Days. Beds will be sent via Parcel Force Worldwide and will be with you within 4-6 weeks. Returns Our returns policy. If you are unhappy with your purchase (if the item is faulty, damaged or defective) you must return it to us unused and in its original condition within 7days for a prompt replacement, exchange or refund. You are responsible for postage costs on returned items. It is your responsibility to make sure that all returned items are packed and posted carefully to avoid any damage. Returns on pet beds will only be made if the bed is damaged or faulty as they are made to order. Lila Paws collars and leads are designed for style and comfort and may not be as robust as other pet products. Returns Address: please contact us Tel: (+44) (0)1273 410 900 Email:info@lilapaws.co.uk please put the subject header as RETURNS Security All orders will be followed up within 48 hours unless otherwise informed. All credit card details are collected using a payment system that complies with the Chip and Pin security. We do not keep any record of your credit card details after your payment has been collected. Please do not email your credit card details as this is not secure. If you have any questions about security please contact us at info@lilapaws.co.uk with the subject line as SECURITY. Privacy Policy We are committed to protecting your privacy. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code. We will not transfer any information outside the European Economic Area. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. Lilapaws only collect information about you to process your order. The type of information we will collect about you includes: your name, address, phone number, e-mail address. We will not e-mail you in the future unless you have given us your consent and you can be sure that under NO Circumstances will we divulge your information to any third party. We will give you the chance to refuse any marketing e-mail from us in the future. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or amend it promptly. If you have any questions or comments regarding privacy, please e-mail us: info@lilapaws.co.uk with the subject line as PRIVACY Statutory Rights This does not affect your statutory rights as a consumer. Further Help Please contact us if you have ANY questions. Tel: 0044 (01273 410 900 Email: info@lilapaws.co.uk We will reply to all queries as soon as we can.