Shipping and returns

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Charlie & Jones will do its utmost to deliver all orders within 1 – 5 working days. We think it is important that all owners and dogs can enjoy our articles as soon as possible. 

Charlie & Jones is not liable if delivery takes place at a later date. Charlie & Jones has the right to deliver the order up to thirty days after the order was placed without being given notice of default by the customer. If the term is exceeded, the customer will receive written confirmation. The customer can then dissolve the agreement free of charge. The customer will then receive the amount paid back as soon as possible, but no later than thirty days after dissolution.

Deliveries are made by Post NL. If the courier fails to deliver your order on the first attempt, he/she will leave a message stating information when the second attempt is made. This process is repeated one more time, after which PostNL will contact you to discuss your wishes regarding the delivery (shipping to a different address, back to the sender). All items are insured by Charlie & Jones until they are delivered to your address. Any complaints about the condition in which the goods have been delivered (including missing parts) must be made to Charlie & Jones no later than two working days after receipt of the goods by e-mail or telephone.

 

What is the right of withdrawal?

Personalized products are excluded from the right of withdrawal (as described in our additional conditions. Costs may be charged if you have damaged the package.

The right of withdrawal applies to our non-personalized products as described in the Consumer Rights Directive. You then have the right to let us know within 14 days of receipt that you want to make use of the right of withdrawal. It is best to contact our customer service for this.

After this notification you have 14 days to return the product.
In that case, the return costs are for the account of the customer. The full purchase price, including any (standard) shipping costs for the forwarding, will be refunded by Charlie & Jones as soon as possible and within 14 days after dissolution of the agreement.