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Frequently Asked Questions

* How long will my order take to arrive?
We aim to process all orders within 5-14 working days if your product is in stock (most orders are posted within 7-10 days).However due to the nature of personalised clothing we ask you to allow up to 21 days for your products. During our busy period, from June to September we cannot process orders in less than this time. Please note that if you choose to pay for next day delivery at the checkout that this does not mean goods will be personalised and posted by the next day. It means that the post office or courier company will aim to get your parcel to you the next day. If paying by cheque please allow time for the cheque to arrive and clear through the bank before your order is processed.

* I want to pay by cheque, who do I make it payable to?
Please make cheques made payable to Pure-Treats, send to Acre House, 25 Fernlea Avenue, Ferndown. Dorset. BH22 8HG.

* I want to pay by credit card but my payment will not go through because it is linked to my paypal account, what do I need to do?
Please e mail Christine on info@pure-treats.com and she will e mail you instructions or call to place your order over the phone on 01202 876700.

* Can I return my purchase?
All our products are quality controlled and checked prior to dispatch, however if the product is faulty or clearly sub-standard you can return unworn items for a refund or replacement in the original packaging within 7 days of receiving it . Due to the nature of personalised goods we cannot accept returns for incorrect sizing or incorrect typing errors given by the customer. If the item you received is faulty or not as ordered, please contact us quoting your order number and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
* THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS 2000
(SI 2000 No. 2334) Chapter 6.1c
Exceptions to the right to cancel - Unless the parties have agreed otherwise, the cooling off period and the right to cancel do not apply to contracts for goods made to the consumer's specifications or clearly personalised.

* Do I have to pay for return postage?
If you are returning an item, or items for a refund or exchange then the cost of returning the item is your responsibility. Products are your responsibility until we receive them, we recommend you return the product to us by Royal Mail recorded delivery.

* Where do I return my goods to?
All purchases will be supplied with a returns address or this can be found on the terms and conditions page.

* I can't find what I'm looking for can you help?
We will do our up most to source items for you, please e mail or phone us with your request and we will try to help. It may take us up to 28 days to order and dispatch your product if it is not in stock.

* Do I get a discount for multiple orders?
We can give a discount on postage if applicable on certain multiple orders, however we keep our prices to a minimum for all orders and therefore do not offer discounts on the products.

* Part of my order is missing, what shall I do?
Regrettably mistakes can happen. If you have received your order and an item or product is wrong or missing, please contact us quoting your order number and we will investigate the matter further and rectify the situation as soon as possible. Our aim is to give a good service with customer satisfaction.

* Do you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer.

* Does the prices on the website include VAT?
Yes, as from 1st June 2009 prices will include VAT. Registration number 971 3335 21