Terms & Conditions
Product Ordering and Despatch Information
'aecollars' is committed to complete customer satisfaction, giving you the very best possible products, prices and service. We are a husband and wife team offering 30 years experience making our Quality range of English Bridle Leather Collars, Leads and Harnesses, our aecollars name known and trusted Worldwide. When you have placed your 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 be sent as this is your chance to double check all the order details you entered are as you want them. We will also check the details and if we see anything we think could be a mistake we will contact you to make sure prior to making the order.
Our English Bridle Leather Dog Products and Belts are individually hand made with care by the two of us to the custom order details that you select when placing your order, which means we are able to offer you a far wider range of product choices - colour, width, finish, length and stud designs than we would if we were to hold stock. Our aim is to make and despatch all orders placed with us as quickly as possible which is usually within 7 - 21 working days, we thank you in advance for your patience and understanding.
Christmas 2019 - our workshop and office will be closed from Saturday 14th December, Open again on Friday 27th.
Upon despatch our products are quality checked, polished and packaged 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 we cannot control, 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 made please let us know as soon as possible by email to firstname.lastname@example.org a copy of which will be added to your order as confirmation of the change requested. Changes cannot be made once an item has been put into production. Any difference in price will be requested via a payment link request being sent to you which will include admin charges to make the change to your original order details. A copy of your order with the change to details will be emailed to you so you can double check, it is your responsibility to let us know it these changes are wrong in any way.
Cancellations to Orders Placed
If you would like to Cancel your Order after your payment has been made and accepted but prior to Make up and Despatch then please contact us by telephone or email as soon as possible. The Order will then be Canceled on our 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 costs involved. 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.
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 entered when the order is placed. We send a copy of the order details by email when the order has been placed, it is your responsibility to check these details and notify us of any changes that you may wish to make prior to the Order being put into Production as changes cannot then be made.
Ready Made Items can be returned for Refund or exchange, please contact us within 7 days of receipt of your order to request this. Any Items returned 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, products returned marked in any way or which we feel have been used cannot be accepted for return as they will be deemed as having been accepted and will be posted back to the customer. 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. If you want to exchange a product then the postage cost to post a replacement will be charged.
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. Exchange requests for items supplied as per the order details entered must be made within 7 days of receipt. Exchanges will only be made at the discretion of aecollars and can only be considered for a refund of the cost of the product if they are of a normal standard resalable size. Half Check Collars cannot be altered in size once made and therefore cannot be altered or exchanged. Items that we accept for 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 we feel have been used cannot be accepted for return as they will be deemed as having been accepted and will be posted back to the customer. A restocking fee of £10 per item will be charged for any Bespoke product we accept as a return for exchange.
Not as Ordered or Faulty
In the unlikely event that your delivery should differ from your order as placed or be found to be Faulty upon receipt, we 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 us in writing within 24 hours of receipt of any problems so we 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, we reserve the right to reduce or increase the amount of 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 to us showing any signs of use / damage will be returned to the customer as they will be deemed as to have been accepted if used.
All "aecollars" products come with a 6 month warranty from the date of purchase against defective workmanship/components please contact us by email or letter if you should have a problem prior to returning the item for our 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 loss or damage can be caused by a number factors such as contact with a hard surface, dog scratching, chewing or rolling on a hard surface which we cannot be held responsible for. Use of our products in kennels, cages or for tethering out is not recommended as these are the most often cause of damage to the stud work. 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 and return postage and payment charges. If you notify us of any problem with your purchase we will always confirm notification by email and request the product be returned for our inspection and report on findings back to you.
All Items are priced on our website in Pounds Sterling which is the base currency used for all transactions taken, however we do provide a currency conversion rate tool on our web site which will provide an approximate guide to price to help overseas customers. Payment is required for all products ordered based on the correct GBP product price at the time of ordering. All Overseas orders placed will be automatically converted into this by the card processor. Once Payment has been made Orders will be marked as "Placed".
We accept all major Credit or Debit card, transactions made on our online site are made via our aecollars " Hosted Secure Business Payment Account ", when you use this we do not see or store any card details you enter so your information is safe and secure. We 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 unauthorised use.
Payment details can also be accepted by telephone in which case your card details are taken and entered via our aecollars secure Virtual Terminal page and then destroyed as soon as the order payment has been processed. We enter the order details onto the online system for you allowing us to send you a copy of the order and keep you informed of it`s progress in the same way as orders placed online. We never keep any customers card details on record for future use.
Our 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. We have no control over transit times and cannot be held responsible for delays in delivery once an order has been despatched.
The signed for services we use are -
Please Note ... We are not responsible for any import duty/taxes charges which may be made by individual countries.
If an Item should be Returned to us due to non delivery or which are undeliverable by the postal system for any reason then we will need to charge a second posting Fee to repost.
If a package is Signed For at the address 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 know 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 we are sorry to say can take some time to complete however we 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.)
Our contact details are
Tel 07577724469 Int. +44 (0) 7577724469 (Monday - Thursday from 8.30am to 4pm and Friday from 8.30 to 1pm.)
or 07722219371 Int. +44 (0) 7722219371 (Monday - Thursday from 8.30am to 4pm and Friday from 8.30 to 1pm.)
Phone lines are Closed Saturday and Sunday.
email - email@example.com
4 Lion Cottages, Ewyas Harold, Herefordshire, HR2 0ER, England
Handcrafted Decorative English Bridle Leather Dog Collars and Leads - makers since 1989.
We produce Items with both Modern & Traditional Stud Designs, our Products are Strong, Safe and Secure, made to your requirements.
Made in the UK - Air Mailed to the World - Tel. +44 (0) 7577724469 or +44 (0) 7722219371