Everything we get asked. If your question is not here, email [email protected] and we will answer it — and probably add it.
Shipping
How your treats reach you, and what it costs.
Do you deliver, or do I collect?
Both. Collection from the stall at the park gate is free, and you can collect free with any park booking. If you would rather have your order posted, we send it by Royal Mail, anywhere in the UK.
How much is postage?
Shopify works it out at checkout from the weight of your basket and the Royal Mail service that fits it, so you see the exact cost before you pay and you only pay for what your order actually weighs. Collection is free.
When will my order be dispatched?
Everything is baked to order. Orders are dispatched [on Tuesdays and Fridays / within X working days], and Royal Mail then usually takes [2 to 3] working days.
Where do you post to?
The United Kingdom only, by Royal Mail. We are not set up to ship overseas.
What if something sells out after I have ordered?
We email you before posting the rest of the order, so you can decide whether to wait for the next batch or take a refund on that item. We never substitute something you did not choose.
Can I collect an order I placed online?
Yes. Choose collection at checkout and we will email you when your order is bagged and ready, usually within [24 hours / two days].
Returns
Why food is different, and what we do instead.
Can I return treats I have changed my mind about?
Freshly baked food is perishable, so it is exempt from the usual fourteen-day right to cancel a distance sale, and once an order has been baked and dispatched we cannot take it back. That is a food safety position rather than an unwillingness — we cannot resell returned food.
What if my order arrives damaged or wrong?
Email [email protected] within [14] days with a photograph and we will replace it or refund it in full, including the postage you paid. You do not need to send anything back.
Can I cancel before you bake it?
Yes. If you catch us before your order is baked we will cancel and refund in full. Email as soon as you can.
My dog will not eat them. What now?
Tell us anyway. We would rather know than not, and we will usually put it right — but please do not feel you have to pretend a fault to get our attention.
What happens to an order I never collect?
Collection orders not picked up within [14] days are refunded less the cost of the treats, which by then will have gone to the quality-control spaniel.
Refunds
How the money comes back.
How long does a refund take?
We process refunds as soon as we have agreed one, and the money goes back to the card or account you paid with. Your bank then takes [3 to 5] working days to show it.
Do I get the postage back?
If the fault was ours — damaged, spoiled, short, or not what you ordered — yes, the postage you paid is refunded too. If you simply changed your mind before we baked, we refund the order in full including postage.
Can I have a replacement instead of a refund?
Yes, and it is usually quicker. Say which you would prefer when you email.
Who handles the payment?
Checkout and payments are handled by Shopify, so refunds are issued through them and appear from Shopify on your statement. We never see or store your card details.