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Frequently Asked Questions

* How long will my order take to arrive?
We aim to process all standard orders within 7 -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. We understand however that sometimes orders are needed at short notice. If this is the case you can select Priority or Priority Gold to have your items produced within 7 or 3 working days. This means your order is made up ahead of the standard orders but it does not include postage time and we cannot not be held responsible for delays. If you would like next day delivery as well as priority dispatch please contact us on 01202 876700 or e mail: info@pure-treats.com

* How will my order be sent?
Postage
For standard delivery items Pure Treats use Royal Mail as their method of postage. We cannot be held responsible for the time it takes to deliver via this method. Occasionally it will prove to be more cost effective for Pure Treats to send goods via Courier, if this occurs you will need to sign for the goods at the time of delivery. Our postage price also includes packaging.

Postage via Courier
If you submit a large or bulky order we will often dispatched your items via 24 hour courier. If you provide us with a mobile telephone number at the time of placing your order our courier company will text you with an hours slot in which they will deliver. A signature will be required at the time of delivery. If you request your parcel to be left in a 'safe' place we cannot be held responsible if it is lost or stolen. Our courier company will attempt to leave parcels with a neighbour, if you do not wish this to happen please advise us of this at the time of placing your order. We cannot be held responsible for any missing items or orders if a signature has been provided.


* 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. 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 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