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, you need 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; here it is also possible to insert any discount coupons, 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, you must confirm your agreement with the business terms and conditions of personal data protection.

Order status

Orders received on business days are processed within 24 hours. Orders received during the weekend 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 the 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, bank transfer or cash at the store.


• If you were unable to complete your online payment, please contact our customer service. Orders for which we do not see payment are automatically canceled by the system after two days.

SHIPPING OPTIONS:

Personal pickup in store (does not mean reserving goods in store)

• for all orders - FREE.

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

• Order up to 1290 CZK - 60 CZK


• Order over 1290 CZK - FREE.

PPL - Home delivery

• Order up to 1290 CZK - 90 CZK


• Order over 1290 CZK - FREE.

Mailbox (up to 15 kg, longest side up to 70 cm)

• Order up to 1290 CZK - 60 CZK


• Order over 1290 CZK - FREE
  
  Delivery time
  


• The delivery time varies according to the selected shipping method, but from our many years of experience, we estimate that orders are delivered within 3-5 days.


• Orders received during weekends and holidays are processed and shipped the next business day.


• Delivery date is not optional.

a) Shipping office

• You will be notified by email with a tracking number that allows you to track the shipment.


• As soon as the parcel arrives at your chosen branch of the Post Office, you will receive a password for issuing the parcel via SMS or e-mail (or you can also find it in the application). If you do not manage to pick up the goods within 7 days, you can extend the deadline up to 21 days using the appropriate SMS or the Parcel tracking application.


• Use the password at the Post Office branch, based on which the parcel will be issued to you. You can authorize another person to pick up, just give them this password, it's the only necessary proof of the right to the shipment. At Zásilkovna, they don't ask for your ID or any other ID.

b) PPL - Parcel Shop or home delivery

• You will be notified by e-mail about the delivery of the PPL shipment for transport with a tracking number, thanks to which you can track the shipment.


• As soon as the parcel arrives at your chosen PPL branch or is ready for home delivery, you will receive a password to collect the parcel via SMS or email.


• Use the password at a PPL branch or courier, and the shipment will be issued based on it. You can authorize another person to pick up, just give them this password, it's the only necessary proof of the right to the shipment. At PPL branches, they don't ask for your ID or any other ID.

c) Picking up the shipment in the store

• Orders are shipped from a 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 dispatch day is the following Monday/Tuesday.


• Colleagues from the selected We Love Dogs branch will inform you via SMS that your order is ready for collection at the store.


• The order will be in the store for pickup for 7 days.


• To extend this period, please contact the selected store directly.

Damaged shipment

• For all types of transport, we recommend that you check the intactness of the transport packaging before accepting the shipment.
• At first glance, we recommend accepting a damaged shipment with a reservation or not at all and then contacting 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. Thank you.

If you have 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
• The number and name of the claimed products
• Photograph of damaged or incorrectly delivered goods

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

Undamaged and unused 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.

Your order will be refunded once our warehouse receives the goods back.

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

Thank you for your understanding and patience, We Love Dogs team.