Shipping & Returns
All Walkie Mountains products are shipped in a branded box (so you know exactly what's coming through the letterbox!) Happy mail incoming!
The processing time for all of our handmade items is 14 working days*, which is displayed across the website and can be found on every individual product listing. Please be aware of this before ordering. Ready to ship items will be shipped within 3 working days (unless they are ordered alongside handmade items in which case the 14 working day processing time will apply). If you require a product by a certain date, please contact me before ordering to make sure I will be able to fulfil this for you.
The delivery time is separate from our 14 working day processing time. Following your dispatch email of your order, you can expect your parcel to arrive within the below time frames depending on the postage type chosen.
*Working days - Monday to Friday
Royal Mail 2nd Class (3-5 working days) - £3.00 (Free on orders £40+)
Royal Mail 1st Class (1-2 working days) - £4.00
Royal Mail Tracked 48 (2-3 working days) - £3.80
Royal Mail Tracked 24 (1-2 working days) - £4.80
This is calculated based on the destination of the parcel and the parcel weight. Walkie Mountains Toys is not responsible for any customs/additional charges the customer receives as a result of international shipping. We are not responsible for any delays due to customs. All international parcels will be shipped with Tracked postage as of 20/8/21.
Returns & Refunds
We really hope you love your purchase from us, however, if you do need to make a return, you're welcome to do so within 30 days of receipt. We gladly accept returns, provided the item(s) is in new and unused condition with any original packaging and tags still attached. We reserve the right to refuse an exchange or refund if items are non-saleable. Please note, if 30 days have expired then unfortunately we will be unable to accept your return.
PLEASE NOTE - Returns on custom handmade items such as our Quick Release Biothane collars or any custom orders are not accepted due to them being sized specifically to each individual customer. Food items also cannot be returned.
All return postage costs are paid for by you (the customer) unless the item(s) are faulty or damaged. In the case of faulty or damaged item(s), please contact us by email at firstname.lastname@example.org with photographs of the faults/damages.
When returning items, we strongly recommend that you obtain Proof of Posting. We cannot accept responsibility for any parcels lost in transit.
Please allow up to 7 working days, from the day we receive your returned item(s), for your refund to be processed. You will receive a confirmation email once the refund is processed.
If you would like to cancel your order with us, please contact us as soon as possible at email@example.com
Any orders that are not cancelled before dispatch will not be eligible for cancellation and must follow the returns procedure instead.