Shipping and Returns Policy

At Nalha's Dog Shop, we do our best to ensure our product descriptions are as detailed as possible so you know exactly what you’re ordering. Your satisfaction is our priority.

For any questions about your order, contact us at contact@nalhasdogshop.com or call +44 7458 114759. We respond within 48 hours, 7 days a week.

DELIVERY INFORMATION

  • Free standard delivery on all orders over £44
  • Orders are processed and dispatched within 48 hours of placement
  • Tracked delivery — you will receive a tracking number once your order has been dispatched
  • Estimated delivery time: 3–5 working days for UK orders

We currently deliver to addresses within the United Kingdom. If you have a question about delivery to a specific location, please contact us before placing your order.

ORDER CANCELLATION

We process orders quickly — most within 12 hours of placement. If you wish to cancel your order, please email us at contact@nalhasdogshop.com as soon as possible.

Cancellations can only be accepted if the order has not yet been processed or dispatched. Once an order has been processed, we are unable to cancel it — however, you may still return it under our Returns Policy below.

ADDRESS ERRORS

It is your responsibility to verify the accuracy of your delivery address at checkout. Please contact us immediately if you notice an error — corrections can only be made before your order has been processed.

We cannot be held responsible for failed deliveries due to incorrect, incomplete or inaccessible addresses. If a parcel is returned to us as undeliverable, we will offer you either a refund of the order value minus shipping costs, or a re-shipment at your choice, once the parcel has been received back by us.

RETURNS POLICY

Your right to cancel (Consumer Contracts Regulations 2013)
As a UK consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, please notify us within 14 days of receipt by emailing contact@nalhasdogshop.com. You then have a further 14 days to return the item(s) to us. We will issue a full refund, including standard delivery costs, within 14 days of receiving the returned goods.

Our 30-day satisfaction guarantee
In addition to your statutory rights, we accept returns for any reason within 30 days of receiving your order — even if you have simply changed your mind. Items must be returned in their original condition and packaging.

To initiate a return, please contact us at contact@nalhasdogshop.com with your order number and reason for return. We will provide you with the return address and further instructions.

Faulty or incorrect items
If you receive a faulty, damaged or incorrect item, please contact us within 30 days of receipt. In accordance with the Consumer Rights Act 2015, you are entitled to a repair, replacement or full refund. We will cover all return postage costs in such cases.

Non-returnable items
For hygiene reasons, certain items (such as personalised products) may not be eligible for return unless faulty. This will be clearly stated on the product page.

REFUNDS

Approved refunds will be processed to your original payment method within 14 days of us receiving the returned goods. You will be notified by email once your refund has been issued.

For any questions about shipping or returns, please visit our Contact page or email us at contact@nalhasdogshop.com.