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Customer Service and Frequently Asked Questions



SALES TAX AND EU VAT

When do I have to pay Sales Tax or EU- VAT

You have to pay Sales Tax or EU VAT (Value Added Tax) only if your order will be shipped to a member country of the European Union. Orders shipped outside the EU are not subject to Sales Tax.
The prices on our website are inclusive of Sales Tax. If you are planning to ship your order outside the EU you can display prices without Sales Tax. This scan be done by logging registering to our website and indicating a shipping address outside the EU. All prices will show without sales tax.
Alternatively you can indicate in the cart that you plan to ship outside the EU. Just indicate in the "ESTIMATE SHIPPING AND TAX" section the country you intend to ship to and if outside the EU prices will be adjusted accordingly and the Sales Tax component will be eliminated.
Please refer to following examples:

SHIPMENT WITHIN THE EU WITH SALES TAX:

cart with prices including Sales tax

SHIPMENT OUTSIDE THE EU WITHOUT SALES TAX:

You may be liable to pay Sales Tax when your order arrives to your country. Our courier will contact you should this be the case and will provide you with all information.

 


SHIPPING & DELIVERY

What will it cost to ship my order?

The shipping costs depend on the shipping address and the weight of the order and will be automatically added in your cart. You can check at any time what the shipping cost through the "ESTIMATE SHIPPING COST AND TAX" form you will find in your shopping cart. Simply fill in Destination COUNTRY, STATE/PROVINCE and ZIP/POST CODE and click on "GET A QUOTE"  

How long will it take before you receive your order?

Your order will normally be dispatched within the next working day from when the order was received. Transit time varies based on the type of service  and the final destination.

AREA EMS         COURIER
ITALY  1-2 days   1 day
EU 3-4 days   1-2 days
EUROPE (NON EU) & NORTH AMERICA               4-6 days   2 days
REST OF THE WORLD 6-10 days   2-3 days

In exceptional cases, for reasons beyond our control, delivery times may be longer. 

Track your shipment

You will be notified by email once the order has been shipped. The email will contain all necessary information for you to be able to track your package at any time.




PRIVACY & SECURITY

At puppychique.com we value and respect your personal data. Under no circumstance shall we pass on your personal information to others unless this is strictly connected to fulfilling your order (for example shipping companies and third party billing services). With puppychique.com your personal data will be safe at all times. All your transactions on our servers are secure and payments are processed on secure third party sites such as Paypal. For more information on this subject please refer to our privacy policy.


 

RETURNS, CHANGE & REIMBURSEMENTS

 

Returns

Only Puppychique offers you 30 days to return your purchase. No questions asked.

You can return items which are intact, clean and that have NEVER been used. Do not tear the labels and return the product in its original wrapping.  Every return will be inspected.Puppychique.com reserves the right to refuse a returned item if the product has been used or tampered with. Following these simple rules will avoid any unpleasant misunderstandings.

Unfortunately we cannot accept return or exchanges of Food and SPA products.

If you want to return an item, you can do this through the product return section you will find in the "MY ACCOUNT" section.

 

Change

This can be done through our Store Credit. Should you wish to change an item please indicate so in the product return section on your return form. Once your returned item has arrived you will receive a store credit which can be used to place an immediate new order for a new item. 

 

Refunds

Should you wish to receive a refund for a returned item please indicate this on your return form. We will reimburse you using the same method you used to make your payment to puppychique.com

Refunds on purchases paid by PayPal or Credit Card:

Puppychique.com  will arrange for refunds to take place within 7 days of having accepted the returned item. This will take place on the PayPal account or credit card used for the purchase. Even though we process the refund to PayPal or your credit card with the a.m. time frame it may take longer to actually show on your statements. Please do check with your credit card company what their reimbursement processing times are.

Refunds on purchases paid by bank transfer or cash on delivery:

We will arrange for repayment by means of a bank transfer to your current account within 14 days of having accepted the returned item. Together with your returned item, please also provide us with the following details:

- Name of your bank

- Name of Current Account Owner

- IBAN/Account number

- BIC/Sort code

Failure to provide these details will make it impossible for us to process a refund.




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