Terms & Conditions

Product Ordering and Despatch Information

'aecollars' is committed to complete customer satisfaction, my aim is to give you the very best possible products, prices and service. I have over 30 years experience of designing and making my Quality range of English Bridle Leather Dog Collars and Leads and with my aecollars trade name being known and trusted Worldwide. When you have placed your online order a confirmation copy of the order details will be emailed to you, if you do not receive this please do check your computers junk folder or request a second copy to be sent as this is your chance to double check all the order details you entered are as you want them. I will also check the details and if I see anything I think could be a mistake I will contact you to make sure prior to making the order.

My English Bridle Leather Dog Products are individually hand made with care to the custom order details that you select when placing your order,which means I are able to offer you a far wider range of product choices - colour, width, finish, length and stud designs than if I were to hold stock.  I will make and post orders placed as quickly as possible, make up time for Made to Order Items at the moment is 1 to 3 days.

 The Postal Services can be expected to take a little longer than normal at the moment and are being recorded without contact to avoid the spread of the corona virus, I thank you in advance for your patience and understanding.

For posting all products are quality checked, polished and packaged in tissue paper together with silica gel sachets to help prevent tarnish in transit, however should this happen all that is required is a slight polish. Tarnishing of studs in transit is something which cannot be fully controlled as the packages may be kept in damp and cold conditions in the postal system, however every effort is made to avoid this.

Changes to Order Details

A copy of your order details will be emailed to you upon placement of your order for your record. If you would like to make changes to your order details after your order has been placed and payment has been made then please let me know as soon as possible by email to angie@aecollars.co.uk , if the changes requested are possible then the details will be added to your order as confirmation. Changes cannot be made once an item has been put into production. Any difference in the product price plus the £5 additional charge for admin time to make the change to your original order details will be requested via a payment link sent to your email address.   A copy of your order with the change to the details will then be emailed to you so you can double check the changes, it is your responsibility to let me know it these changes are wrong in any way. If the changes requested are not possible and an order cancellation is requested then a charge of £5 will be deducted from the refund to cover the admin time required to provide the refund. 

Cancellations to Orders Placed

If you would like to Cancel your Order after your payment has been made and accepted but prior to the Make up and Despatch then please contact me by telephone or email as soon as possible. The Order placed will then be Cancelled on my Order System and an email sent to you to confirm this, a refund will be made within 7 - 12 working days and a Cancellation fee of £5 will be charged to cover the admin costs/time involved to issue you with the refund. If your Order has been marked as In Production then a charge for the Materials and time already used  on your order will apply in addition to the standard £5 charge.

If I need to Cancel your Order for any reason I will let you know by email prior to Cancelling the Order and providing a Refund.

If I should encounter problems which in my view may cause excessive make up time or Posting problems  for your order  as placed then I will contact you to offer a refund, however if the refund that is offered is declined then a refund cannot then be given at a later date as the items will be made to the Order details placed once the Refund Offer has been declined.

Returns for Refund

"Bespoke" - Made to Order Items are Non-Returnable Items for Refunds as they are made up for you to the order details that you give when you place your order. I always send a copy of the order details by email when the order has been placed and paid for, it is  your responsibility to check these details and notify me of any changes that you may wish to make prior to the Order being put into Production as changes cannot then be made to the item being made for you. Information regarding how to take the neck measurements for a Collar is provided in the information tab below the product  or via the measurements page, please take time to read this to ensure that the correct neck measurement is given.

Ready Made Items - listed on my Ready Made Items Page can be returned for Refund or Exchange, please contact me within 7 days of receipt of your order to request this. Any Ready Made Items returned however must be "New and Unused" with no signs of any use or scratch marks to the leather or studs and no signs of being worn by your dog, products returned marked in any way or which I feel have been used cannot be accepted for return as they will be deemed as having been accepted, if you return an item and this is the case then a payment link for postage to return it to you will be sent prior to sending it back to you. The cost to return an Item is the customers responsibility, the original cost of posting the goods in the case of a refund being made is non refundable. 

Exchanges of Items Made to Order "Bespoke"

Orders placed with aecollars are mainly Made to Order and therefore classed as  "Bespoke Items" made to your order requirements and are therefore mainly non returnable.  If you request an Exchange  for an item supplied as per the online order details entered then it must be made within 7 days of receipt and the product unused and  unmarked in any way to allow it to be resold. Exchanges however will only be made at the discretion of aecollars and  can only be considered for an exchange if they are a normal standard resalable size. Half Check Collars cannot be altered in size once made and therefore cannot be altered or exchanged. Items that I accept for an Exchange must be "New and Unused" with no signs of any use or scratch marks to the leather or studs or signs of being worn, products returned marked in any way  or which I feel have been used cannot be accepted for return as they will be deemed as having been accepted by being used and will be posted back to the customer once the postage fee to repost it has been paid. A restocking fee of £10 per item will be charged for any Bespoke product that I accept as a return for exchange to cover the admin costs to relist it for resale.
We strongly advise that any returned goods are sent by a Recorded Service which Insures against Postal loss, theft or damage as we cannot be held responsible for returned goods in transit until a signature for receipt has been given. The cost of postage to send the Return item back to me plus the New Postage fee to provide any replacement I agree will be the Customers responsibility.

Not as Ordered or Faulty upon Receipt

In the unlikely event that your delivery should differ from your order as placed (a copy of your order details are always sent to confirm your order details upon placement of your order for you to check), or be found to be Faulty upon receipt, then I will be pleased to arrange either a refund or replacement for that product however such products must be returned before a refund or replacement can be given. Please notify me in writing within 24 hours of receipt of any problems so I  can issue a returns code. Please note stud size used depend upon availability, it is not always possible to up scale or down scale studs. Also a full collar design may not always fit onto a shorter length collar, I reserve the right to reduce or increase the amount of the basic stud design according to the overall collar length. Returned products must be "New and Unused" with no visible scratch marks, signs of use or stud damage and returned within 7 days of receipt. Items returned that show any signs of use / damage will be returned to the customer as they will be deemed as to have been accepted if used,  in such a case the postage cost to return it will be requested via a payment link.

Warranty

My "aecollars" products have a 6 month warranty from the date of purchase against defective workmanship/components, please contact me by email or letter if you should have a problem prior to returning the item for my inspection/repair.  This warranty does not cover damage caused to the leather due to cleaning products, water damage or detergents being used or customers requests to clean items. Stud lifting, stud/Crystal loss or damage can be caused by a number factors such as contact with a hard surface, dog scratching, play fighting, chewing or rolling on a hard surface which is not a fault with the product, anything can be broken if enough force is applied. The use of my products in kennels, cages or for tethering out is not recommended as these are the most often cause of damage to the studs or Crystals, if a repair is required due to any of these reasons (if one is possible) then a reasonable charge will be made to cover the repair, admin time and return postage. If you should have a problem with a purchase always email me first at angie@aecollars.co.uk  to report the problem stating the order number and name it was ordered under, I will always reply to problems notified. If  the product needs to be returned for a proper check into the problem reported then I will issue a code number for you to add to the package for identification prior to you returning it.

Repair Requests

I only carry out Repair Requests on items if they were made by aecollars - these items have my trading name aecollars stamped on them. A repair can only be done if the item is in a good condition for resewing and if the parts required are stocked at the time of the repair request, the price will depend on the work needed. Please contact me first by email to angie@aecollars.co.uk with a photo and information regarding the repair needed. I will however need to see the item to be able to give a firm price for the repair.

Payments

I accept all major Credit or Debit cards and Paypal for payments  made via my online shopping cart, all transactions made are taken using my aecollars " Hosted Secure Business Payment Account ", when you use this I do not see or store any card details you enter so your information is safe and secure. I also participate in the MasterCard and Visa 3D Secure program which is an extra layer of Card Security, designed as an extra measure to protect your card from unauthorized use.

All Items are priced on my website in Pounds Sterling which is the base currency used for all transactions taken,  payment is made at the point of ordering with an Order number being issued once your Payment has been made and confirmed. 

Postage Information - Please Note Postage is available for the U.K. Only.

My products are securely packaged but Please check the package carefully for signs of damage prior to signing for it as no responsibility can be accepted for any damage caused in transit once the goods have been signed for. If you do sign for a package that is damaged in the post please only do so if a note has been added to the signature that it is being signed for as damaged and keep all packaging as evidence for a postal claim. I have no control over transit times and cannot be held responsible for delays in delivery once an order has been posted.

The UK signed for services used are -
UK ....1st or 2nd Class Royal Mail Signed For Service and  Royal Mail Special Delivery
Please note I cannot send to a PO Box address.
 I am Sorry it is U.K. Delivery only.

If an Item should be Returned to me due to non delivery or which cannot be delivered by the postal system for any reason then a second posting Fee will be charged to repost your order.

If a package is Signed For at the address that you enter on the order then it is considered by the Postal Service as Delivered therefore if you select to have your package delivered to an address other than your own please make sure you provide the correct post code for that address, who will be signing for the package and inform them of an expected delivery. 

In the unlikely event of a package being lost or delayed in transit a replacement or refund cannot be given until a claim has been settled with the carrier, which I am sorry to say can take some time to complete however I have found on the rare occasion when an investigation has been started that the parcel is usually then traced and delivered. (it can take up to 90 days for a full investigation to be completed by Royal Mail.)

My contact details are

 Tel 07577724469  (Monday - Thursday from 8.30am to 4pm and Friday from 8.30 to 1pm.)

Phone line will be Closed on a Friday afternoon plus Saturday, Sunday and Bank Holidays.

email - angie@aecollars.co.uk

4 Lion Cottages, Ewyas Harold, Herefordshire, HR2 0ER, England