How to order?

• If you are looking for a specific product, use the search box. We will display corresponding products for the specified name.
• In the first step of the shopping cart, it is necessary to enter your personal and delivery data, or billing data if they are different. The shopping cart will also show you a list of inserted items, where possible discount coupons can also be inserted, they must be confirmed with the "Apply" button.
• In the next step of the order, you choose the method of transport and payment.
• Before sending the order, it is necessary to confirm your agreement with the business terms and conditions of personal data protection.

Order status

• Orders received on weekdays are processed within 24 hours. Orders received on weekends or holidays are processed the next business day.
• For the exact status of the order, you can contact us by email - majda.devata@welovedogs.cz .

Can I change my order?

• If the goods are currently out of stock or sold out, our customer service will inform you of this situation.
• Based on the agreement, the order will be sent either without the missing product or only after its subsequent stocking. If a promotional discount is applied in the order, this discount does not have to be replaced.
• Changing or canceling an order is only possible immediately after dispatch, so if necessary, please contact our customer service immediately.

PAYMENT

• You can pay with us by credit card and bank transfer. Unfortunately, cash on delivery is not possible at the moment. Thank you for understanding.
• If you were unable to complete the online payment, please contact our customer service. Orders for which we do not register payment are automatically canceled by the system after two days.

SHIPPING OPTIONS:

1) Personal pickup at the store ( this is not a reservation of goods at the store )

• for all orders - FREE

2) PPL - Parcel Shops (up to 5 kg, longest side up to 50 cm)

• Order up to 59 EUR - 4.99 EUR
• Order over 59 EUR - FREE

3) PPL - Home delivery

• Order up to 59 EUR - 7.99 EUR
• Order over 59 EUR - FREE

4) PARCEL Shop (up to 10 kg, longest side up to 70 cm)

• Order up to 59 EUR - 4.99 EUR
• Order over 59 EUR - FREE

Delivery time

• The delivery time varies according to the chosen transport, but from our many years of experience we estimate that orders are delivered within 3-5 days if the goods are in stock. If the goods are made to order, they will be delivered within 14 days. If the delivery time would be longer, we will inform you about it.
• Orders received on weekends and holidays are processed and shipped the next business day.
• Delivery time is not optional.
  
  a) Packeta
  
• You will be informed about the delivery of the shipment by Zásielkovna for transport by e-mail with a tracking number, thanks to which you will be able to track the shipment.
• When the shipment arrives at your chosen branch of the Post Office, you will receive a password for issuing the shipment via SMS or e-mail (or you can also find it in the application). If you do not have time to pick up the goods within 7 days, you can extend the deadline up to 21 days using a responsible SMS or the Tracking of the shipment application.
• Use the password at the Zásielkovna branch, based on which the parcel will be issued to you. You can entrust another person with the collection, just give them this password, because it is the only necessary document of the right to the shipment. They don't ask for your ID card or any other ID at the Post Office.

b) PPL - Parcel Shop or home delivery

• You will be notified by email with a tracking number that will allow you to track the shipment when the PPL shipment has been handed over for transportation.
• When the shipment arrives at the PPL branch of your choice or is ready for home delivery, you will receive a password for issuing the shipment via SMS or e-mail.
• Use the password at a PPL branch or with a courier, and the shipment will be issued based on it. You can entrust another person with the collection, just give them this password, because it is the only necessary document of the right to the shipment. In PPL branches, they don't ask for your ID card or any other ID.

c) Picking up the shipment at the store

• Orders are sent from the central warehouse in the Czech Republic.
• Orders completed and paid for before 12:00 noon are shipped the next business day
• For orders placed over the weekend, the day of dispatch is the following Monday/Tuesday.
• Colleagues from the We Love Dogs branch will inform you that your order is ready for collection via SMS.
• The order will be at the store for pickup for 7 days.
• To extend this period, please contact our store directly on phone: +421 917 100 969 .

Damaged shipment

• For all types of transport, we recommend checking the integrity of the transport packaging before taking over the shipment.
• We recommend that you accept an apparently damaged shipment with a reservation or not at all, and then contact us
• We will need from you a photo of the damage, the order number and a description of the products that were damaged in the shipment. We thank you.

If you received an incorrect, damaged or otherwise unsatisfactory product, please contact our customer service by e-mail - majda.devata@welovedogs.cz .

For the solution you will need:

• Order number
• Number and name of claimed products
• Photograph of damaged or incorrectly delivered goods

We have a deadline of 30 days to process a claim, but if possible, we will try to shorten this period as much as possible.

Undamaged and unworn goods can be returned within 14 days of receiving the order.

The goods must be sent back to the central warehouse at our own expense to the address - We Love Dogs Hunter, Újezd ​​35, Prague 1 - Malá Strana, 118 00.

Once our warehouse receives the goods back, your order will be refunded.

In case of any questions or ambiguities, please contact us at any time by email - majda.devata@welovedogs.cz .

Thank you for your understanding and patience,

team We Love Dogs.