Delivery, Exchanges & Returns
DELIVERY
When will my order be dispatched?
Wherever possible, if you place your order before 1:30pm Monday to Thursday and before 12noon on Friday's, we will endeavour to send it out the very same day (providing we have the items in stock of course!) Any items listed on the site that we do not hold in stock will be noted in the product description with an estimated dispatch/delivery time frame.
How much is delivery?
We work very hard to keep our post and packaging costs as low as possible and our standard delivery rates are as follows:
UK Delivery Options
Shipping (1–2 working days) from £5.95 Cost is dependant on the weight / size of your order, these are sent on a next day service please see cut off times above.
For mainland UK Items will be sent via DPD, for Highlands and the Islands (including Northern Ireland) these will be sent Royal Mail Tracked 24
Out of Stock Items
If we are temporarily out of stock of a particular item, you can "Pre-Order" through the website. Your complete order will be dispatched as soon as we receive the stock. This can take up to 4 weeks.
If you require further information before ordering please contact us by email info@MaelsonUK.com and we can confirm estimated delivery dates.
Where do you deliver to?
We deliver most of our products anywhere within the UK for our normal delivery charges listed above.
We try to keep our surcharges and extras to a minimum but in some instances, where we use a courier to get your items to you, it may be necessary to charge a supplement to some postcodes.
RETURNS and EXCHANGE INFORMATION
What happens if I need to return or exchange a product?
We hope that you are happy with your purchase(s), but at the same time, we also understand that sometimes things aren’t quite the right size, shape, colour etc. If you need to return or exchange the product to us for any reason, we offer a NO-FUSS returns policy.
Simply return the item(s) to us within 14 days, unused (and dog hair free!) in its original condition with all original packaging intact along with your packing slip. When we receive it back, we will arrange either an exchange or refund**. It’s as easy as that!
**Please note our exclusions below such as sale or food items**
Snowpaw Ltd, Returns Department, Unit S, The Dutch Barn, Harepath Farm, Burbage, Wiltshire, SN8 3BT
It is appreciated if you could let us know that you are returning an item for exchange or refund by sending an email to info@maelsonuk.com before sending it back. We would always recommend that you return the item via registered mail as we cannot take responsibility for returned items lost in transit.
We do not recommend using Evri or Yodel to return items as we have had problems with these couriers in the past.
If you have any queries regarding your return, please email us at info@MaelsonUK.com or call us on 0345 026 8045.
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 policy applies. Simply return the item to us unused with the original packing slip and details of the exchange you would like to make.
If there is a difference in the price, then we will contact you prior to processing the order and advice you of the additional cost and take payment (or partial refund if the new item is less).
Replacement items will not be sent until the original items have been received by us.
What products are excluded from your refund policy?
Dog Treats: For reasons of health and hygiene, we are unable to exchange or refund these item unless the original packaging is unopened, unless faulty.
Sale Items: 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.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
All refunds are made via our secure on-line payment system. We don’t see or hold any of your payment details and the payment will go back onto the same card or PayPal account that you used to make the original payment. We may need to contact you once the item has been returned if you made payment via telephone. Once your refund has been processed by us, it may take your card provider 3 to 5 days working days to credit your account.
Damaged items on delivery
If items are received damaged, please let us know within 48hours of delivery. Please keep the packaging as this may be needed in order to claim from the postal or courier service. We will refund in full any goods that are received damaged, providing you keep the item and all of the packaging the item was sent in for us to review. We will also refund any return costs incurred as the result of receiving an item damaged in transit.
Once an order has been placed with us, we aim to dispatch it to you as quickly as possible. Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 14 days starting the day after you have received your delivery to cancel your order; however, if we have already dispatched it to you, please return it to us unopened and we will refund all charges once returned and checked. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.