FAQ

ORDERS

Q. I am having trouble placing an order online. Do you take phone orders?

A.  We can´t take phone orders. You can try placing your order on a different device or browser.  Otherwise, we are happy to speak with you and see if we can fix any issues you may be having. 

Q. Do you offer discount codes?

A.  We do. We regularly send out discount codes and special offers to our followers on Twitter, Facebook and Instagram. 

Q. Is it safe to order online? 

A.  Yes, very safe. rainscatsdogs.com uses industry standard SSL encryption to protect your details. All sensitive information like your name, address and card details are encoded so they can only be read on secure servers.

Q. I live in the Channel Islands, will I be charged VAT?

A.  Select Jersey or Guernsey as your billing/delivery country and you will not be charged VAT.

Q. I need to change my order, who can help with this?

A.  If you want to edit or cancel your order then please notify us asap. Unfortunately, once your order has been processed we cannot make any changes or cancellation.

Q.  My gift voucher isn't working.

A.  Sorry about this!  Email contact@rainscatsdogs.com with your voucher code and we'll sort this out for you.

Our gift voucher codes do not automatically carry over any remaining balance so we'll need to issue you with a new gift voucher if this is the case. Please email us your gift voucher code and we'll sort this out for you.

Q. You've sent me the wrong item or part of my order is missing.

A.  Firstly, please accept our sincerest apologies. We try really hard to make sure everything is handled carefully but mistakes can occasionally happen. Please contact us at contact@rainscatsdogs.com and we'll get this resolved for you as quickly as possible.

 

Q. I have a faulty item, what should I do?

A.  We are really sorry about this. Please email us at contact@rainscatsdogs.com with your order number and a couple of photos of the fault and we'll sort this out for you. We may ask that you return the item to us.  

PAYMENT

Q. Which credit cards do you accept?

A.  We accept Visa, Mastercard and Maestro credit and debit cards, we are also able to accept payment through PayPal.

Q. Are your prices inclusive of tax?

A.  Yes, but If you are shopping outside of the European Economic Area you will not be charged VAT. This happens automatically at the checkout for you.

Q. Can I place my order on the phone?

A.  Unfortunately not. All orders need to be placed on our website.

Q. What currencies can I use?

A.  We accept payment in GBP, USD, EUR, AUD, CAD and JPY. When browsing the site you are able to convert the currency in real time.

SHIPPING

Q. What countries do you deliver to?

A.  We deliver to most countries in Europe. Also, the US, Canada, Australia & New Zealand to name a few!  All of the countries that we ship to are listed at our checkout form. If you are unsure if we ship to your country, email us at contact@rainscatsdogs.com and we will let you know.

Q. Will I have to pay import charges?

A.  If you are outside of the EU then yes, you may need to pay import charges.  Please make sure that you are aware of your country's import tax and or duty charges before you order from us. We can't guarantee that we'll be able to refund your order if you refuse to pay the import charges.

Q. My order still hasn’t arrived, I think it is lost?

A.  If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier.  Unfortunately, we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

 

RETURNS

Q. I want to make a return but I don’t have a pre-paid postal label?

A.  Please email us to contact@rainscatsdogs.com and we will inform you on how to proceed.

Q. I shipped something back to you. Do you have it yet?

A.  We process returns within 24 hours of receipt and will notify you by email when we have done so. For more information on returns please refer to this page.

Q. How long before I get a refund?

A.  Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which bank you are with.

Q. I've sent back my order but I paid with a gift voucher.  What happens now?

A.  We always issue refunds according to the original payment method.  So if you used a gift voucher we'll issue you with a new online code. This will be emailed to you once we have processed your return.

PRODUCTS

Q. Why can’t I add something to my basket?

A.  If you cannot add an item to your basket it usually means that the item is out of stock.

Q. Do you sell gift vouchers?

A.  No, we don't.  

Q. Can I reserve stock?

A.  We cannot reserve stock I'm afraid.  

Q. Are your products Legit?

A.  It's great to be asked this, we’re always proud to answer that of course they are. We work directly with an amazing and very limited set of brands who care as much about their products as we do.

Q. Who can I ask about restocks?

A.  Many of the items we sell are limited styles, editions and colorways and we are unable to get hold of more stock.  However, we never mind confirming this specifically to each product so feel free to contact us. We are unable to get re-stocks for the majority of sale items.

CONTACTING US

Q. I’ve sent you an email, when will you reply?
A.  We try to reply to all emails within 24 hours. Our office is closed on weekends so we will look to reply the next working day.