Customer Service

Shipping & Delivery

We understand that you don't want to have to wait ages for your orders to arrive. We will endevour to dispatch them the next day via first class Royal Mail. Generally this service should take a day or two but please allow a grace period of a week or so. Certain items might need to be specially ordered, leading to longer delivery times, we will try to keep you informed about expected delivery dates.

Most orders will need to be signed for so please ensure that you will be available to sign for them.

If you would prefer we can deliver to your work address or you can nominate a neighbour during the checkout process.
In the event that you are out the postman will leave a note to tell you that your order is at the local sorting office. After 7 days it will be returned to us and we will reserve the right to charge for re-delivery.

The cost of your delivery is based upon the weight of the total order- some of our items are quite heavy and we decided it would be unfair to expect customers ordering lighter objects to subsidise those ordering the bulkier items.

International orders over 2kg may be sent via alternative firms.

Privacy & Security 

We respect your right to privacy and will never give your details to third parties.

Card payments are processed by PayPal. We do not store or have access to your credit card details

Natural Dogs is committed to protecting your privacy. Any details collected from you on line are for order processing and in-house statistaical purposes only. We will never sell, trade or rent your personal details to third parties. All information you give us is priviate and totally secure.

What information do we collect and how do we use it?
  • When you place an order, we need to know your name, e-mail address and delivery address. This allows us to process and fulfil your orders and to notify you of the status of your order.
  • We also ask for your telephone number which enables us to contact you urgently if there is a problem with your order.
  • If you enter a contest or other promotional feature, we may ask for your name, address, telephone number and e-mail address so we can administer the contest and notify winners.
  • We do not have access your login password- this is stored as an encrypted hash in our database. We can however reset if for you should the need arise.
  • We may also use the information we collect to occasionally notify you about important functionality changes to the Natural Dogs web site and special offers we think you'll find valuable.

Your financial details
  • Sales on our website are processed through secure 3rd parties, consequently we do not store any customer financial details (credit or debit card numbers). All sensitive information is encrypted prior to being sent to any 3rd party..

Returns & Replacements

We hope that that you be satisfied with your order. If there is a problem with any product please return them within 14 days of receipt to the following address:

Natural Dogs
6 Bridgwater Road
South Ruislip

United Kingdom


Please send your contact details and the reason for the returned product. Postage costs for the returned goods are the responsibility of the customer.

If you decide to cancel your order and notify us before we have dispatched your items, we will refund your payment and cancel the order.. If we receive a cancellation request after your item has been dispatched then you will need to follow the refund process mentioned above.


Pricing and Availability

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as canceled. If you cancel and you have already paid for the goods, you will receive a full refund.

We try to ensure that stock levels are accurate but from time to time low stock items may become out of stock before your order is dispatched. In such an event we will offer to refund you the associated product cost and delivery charge.

Payment Types

Card payments are processed by PayPal.

We are happy to accept cheques and postal orders- but these must be in GBP. Please select the option at checkout. We will not release orders until payment has been recieved. After 7 days any orders not paid for may be cancelled. You are not obliged to send payment if you change your mind but we would appreciate notification so that we can return the items to stock.

Viewing Orders

You can view your order history by logging in to the site.

Updating Account Information

You can change your personal details by logging in to the site. These changes may not be reflected in earlier orders.


Terms and Conditions

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.


Dispatch times may vary according to availability. Guarantees or representations made as to delivery are subject to delays resulting from postal delays or force majeure for which we will not be responsible.


Natural Dogs retains the right to refuse any request made by you. If your order is accepted we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit/debit card or Paypal Account used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.


Our Contract

When you place an order, you will receive an acknowledgment e-mail confirming receipt of your order: this email will only be an acknowledgment and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.




Discount Codes

Promotional discount codes - We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website.


Gift Vouchers

Gift vouchers are only valid for a limited time and the voucher must be used by the date shown on the voucher – check your voucher to find out when to use it by.

From time to time, gift vouchers may get caught in pesky spam filters, and it’s up to the recipient to check these filters. We can’t take responsibility if a gift voucher cannot be delivered to the recipient’s email address because of spam filters, firewalls, the capacity of the recipient’s mailbox or any other factors outside of our control.


As you’d expect, we reserve the right to vary these terms and conditions