Stock items We always hope to be able to process your order as soon as possible, and for in-stock items this will be within 7 working days for the UK. However, there may be occasions when we are out of stock. If this happens, we will let you know when we expect delivery and will send it out to you as soon as we can. We will also update you if the timing changes. You will not be charged for the goods, until they leave our warehouse. Personalised items A different process applies to personalised orders. We will charge your card as we place the order with our suppliers for printing. We will then have the items individually made and dispatched as soon as possible. Our aim is for this to be within 14 days from receipt of the a picture via email or post.. Postage Rates We have chosen the Post Office as our preferred delivery supplier and are using their Special Delivery Service. This means that your parcels will be delivered the day after we send them, and most importantly they will be signed for, thus ensuring security.  The charges will be worked out by weight of order as this is how the Post Office operates this service. Our UK rates are listed below and include our packaging costs for your parcel. For all deliveries outside of UK we will find best method and price and email you through a quote. Up to 300g £2.95 Up to 500g £5.20 Up to 1000g £6.35 Up to  2000g £8.60 Up to 10,000g £21.50 Overseas We can accept orders from most overseas addresses. Please contact us to determine delivery prices. Orders must be paid for by credit card and will be charged at time of ordering. Local import duties may be payable on receipt. Foreign Internet order prices do not take account of any VAT (Value Added Tax) reductions you may be entitled to. These will be taken off by Dog Mad Ltd and a copy of your ex VAT invoice will be dispatched with your goods. Guarantee & returns policy We have taken great care to describe and show items accurately using current technology, but slight variations in actual goods may occur. We understand that this may cause you to wish to return goods. We are happy to accept returns for un-used stock items within ten days of receipt, for a full refund or exchange. We recommend that you send returns by registered post, please always obtain proof of postage when returning a parcel. Unfortunately we are unable to refund postage costs. We accept returns for personalised goods only when a product is faulty. We will endeavour to process returns as soon as we receive them, however, during busy periods, it may take us a little longer. Please allow up to 21 days for your return or exchange to be processed. Unfortunately, we can only refund gift purchasers to the card they were purchased with. Legal statements on returns: Returning any item within ten days will signify a cancellation of your order (or part of your order), and legal title of the goods will not pass to you. When we receive the goods, we will give you a full refund of the amount paid or an exchange credit as required. The contract in respect of sale of goods between Dog Mad Ltd and you requires that you return the goods to us on cancellation and that the return costs are paid by you. DogMadShop and Dogmad are the trading names of Dog Mad Ltd, registered in England & Wales, company no 4514933. Our registered office is 12 Palace Road, London, SW2 3NG. Our registered VAT number is 802 385350. Dog Mad Ltd’s total liability for any claim howsoever arising shall not exceed the price of the goods supplied by Dog Mad Ltd to the customer, together with any postage costs incurred. Dog Mad Ltd shall not be liable for any consequential customer loss whether this arises from a breach of duty in contract or in any other way. Dog Mad Ltd cannot accept any liability for a failure to comply with specific instructions stated in the web site www.dogmad.com. Customers' statutory rights are not affected by this statement.