Shipping Policy

This policy explains our production, dispatch and delivery arrangements for orders placed with The K9 Creative.

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It should be read alongside our Refund & Returns Policy and Terms & Conditions.

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**Nothing in this policy affects your statutory consumer rights.**

**Business details**

The K9 Creative is a business partnership operated by **Ellen Natalie Melluish** and **Fiona Susan Spademan**, trading in partnership as **The K9 Creative**.

**Business address:**  
49 Westfield Crescent  
Sheffield  
S20 5AQ  
United Kingdom

**Email:** thek9creative@outlook.com

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For the purposes of this policy, **"The K9 Creative", "we", "us" and "our"** mean Ellen Natalie Melluish and Fiona Susan Spademan trading in partnership as The K9 Creative.
 

Many products sold by The K9 Creative are personalised or made specifically for each customer.

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Our standard production time for personalised laser-engraved, sublimated and other custom-made products is normally:

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**3–7 working days from confirmation of payment and receipt of all information required to produce the order.**

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Production time is separate from delivery time.

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Where a design proof is required, production will normally begin once you have approved the proof.

Please check proofs and respond promptly.

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If approval is delayed, the expected production, dispatch and delivery dates may also be delayed.

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Ready-made products

Products sold as ready-made do not normally require the same personalisation production process.

The applicable dispatch estimate will be shown on the product page, during checkout or in your order confirmation where appropriate.

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Busy periods

Production may take longer during particularly busy periods, including Christmas, Mother's Day, major events or periods of unusually high demand.

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Where we become aware that we cannot meet an agreed delivery timeframe, we will contact you as soon as reasonably possible.

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For the purposes of our normal production and delivery estimates, a working day means Monday to Friday, excluding UK bank holidays applicable to our business.

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Orders placed outside normal working days will normally begin processing on the next working day.

We currently deliver to UK addresses supported by the delivery options available through our website.

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Available services, charges and any delivery restrictions will be displayed during the ordering process.

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Some locations may have:

✅ Longer delivery times
✅ Different courier options
✅ Additional delivery restrictions

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Where a delivery option is not available for your address, this should be shown during checkout.

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Please contact us before ordering if you are unsure whether we can deliver to your location.
 

Available delivery services and their prices are displayed during checkout before you complete your purchase.

Our usual delivery estimates after dispatch are:

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**Standard UK Delivery:** approximately 2–4 working days after dispatch.

**Tracked Delivery:** approximately 1–3 working days after dispatch.

**Express Delivery:** where available, normally the next working day **after dispatch**.

Express delivery does not automatically reduce the production time for a personalised product unless expedited production has also been expressly agreed with us.

Delivery prices may vary according to the size, weight, value and destination of the order and the delivery service selected.
 

For personalised products, please remember that the total time from placing an order to receiving it normally consists of:

**Production time + dispatch + carrier delivery time.**

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For example, selecting a next-working-day delivery service does not mean that a personalised product will necessarily arrive the working day after the order is placed.

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The product must first be manufactured and prepared for dispatch.

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If you require an order by a particular date, please contact us before ordering.
 

If you require an order for a particular event or deadline, such as:

✅ A dog show
✅ Birthday
✅ Wedding
✅ Competition
✅ Christmas
✅ Other time-sensitive event

please contact us before placing your order.

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We will tell you whether we reasonably expect to be able to meet the required date.

A delivery date is only guaranteed where we have **expressly agreed with you that delivery by that date is guaranteed or essential**.

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Where delivery by an agreed date is legally considered essential and we fail to deliver within that agreed period, you may have the right to end the contract in accordance with your statutory rights.
 

We aim to deliver orders within the production and delivery estimates provided.

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Where we have expressly agreed a delivery date or delivery period with you, we will aim to deliver within that agreed period.

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Where no specific delivery period has been agreed, UK consumer law generally requires goods to be delivered without undue delay and no later than **30 days after the contract is entered into**.

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If we fail to deliver within an applicable agreed or statutory period, your rights will depend on the circumstances.

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Where delivery by the original date was not essential, you may normally ask us to deliver within an additional reasonable period.

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If we then fail to deliver within that additional period, you may have the right to end the contract and receive the refund required by law.

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Where timely delivery was essential and this was agreed or clear from the circumstances, different rights may apply.
 

Where we arrange delivery using Royal Mail or another courier selected or offered by us, **we remain responsible for the risk of loss or damage until you, or another person you have identified to receive the goods, takes physical possession of them.**

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The fact that an order has been handed to Royal Mail or another courier does not by itself transfer that risk to you.

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If a parcel is delayed, lost or damaged while being delivered by a carrier that we arranged, please contact us.

We will deal with the carrier and take the appropriate steps to resolve the matter with you.

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An exception may apply where you independently arrange your own carrier and that carrier was not offered by us.

Where tracking is available, we will provide tracking information or make it available through your order confirmation or dispatch notification.

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Tracking updates are provided by the delivery company and occasionally may take time to update.

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A tracking status does not alter your statutory rights or our legal responsibilities regarding delivery.
 

Occasional delays can happen because of circumstances such as:

✅ Severe weather
✅ Postal disruption
✅ Transport disruption
✅ Exceptional courier-network problems
✅ National emergencies or other events outside reasonable control

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We will take reasonable steps to minimise disruption and help resolve delivery problems.

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These circumstances do not remove any statutory rights you may have regarding delivery.

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If your order has not arrived within **10 working days after dispatch**, please contact us so that we can investigate with the delivery provider.

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You do not have to wait 10 working days before contacting us if:

✅ Tracking indicates the parcel is lost
✅ The carrier reports a problem
✅ An agreed essential delivery deadline has passed
✅ There is another reasonable reason to believe the parcel will not arrive as agreed

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The 10-working-day period is an investigation guideline and does not restrict your statutory rights.
 

If a parcel appears to have been lost in transit, please contact us rather than relying solely on a claim against the courier.

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Where we arranged the delivery, we are responsible for investigating the matter with the carrier.

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Where an order is confirmed as lost before delivery to you, we will provide the remedy required in the circumstances, which may include:

✅ Sending a replacement; or
✅ Providing a refund where appropriate.

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Personalisation does not remove your rights where we fail to deliver the goods.
 

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please retain:

✅ The damaged item
✅ Outer packaging
✅ Inner packaging
✅ Delivery label

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Photographs of the product and packaging can help us investigate the damage with the carrier and may allow us to resolve the matter more quickly.

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We may ask you to provide photographs where reasonably necessary, but this does not remove your statutory rights.

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Please see our **Refund & Returns Policy** for further information about faulty, damaged or incorrect goods.

Please check your delivery address carefully before placing your order.

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You are responsible for providing us with a complete and accurate delivery address.

This should include any relevant:

✅ House or building number
✅ Street
✅ Town or city
✅ Postcode
✅ Flat or unit number
✅ Other information reasonably required for delivery

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If you notice an error after ordering, please contact us immediately.

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We will make reasonable efforts to amend the address before dispatch, but we cannot guarantee that an address can be changed once an order has entered the delivery process.

If you provide an incorrect or incomplete address and the parcel is returned to us as undeliverable, we may require payment of the **reasonable actual cost of redelivery** before sending the order again.

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We will not charge you for redelivery where the delivery problem was caused by an error made by The K9 Creative or by the carrier rather than by incorrect information supplied by you.

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For personalised products that cannot reasonably be resold, an incorrect customer-supplied address does not automatically create a right to cancel the personalised order.

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For ready-made products, any applicable statutory cancellation rights remain unaffected.
 

Where the carrier cannot complete delivery, it may offer another delivery attempt or arrange for the parcel to be collected.

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The exact process depends on the carrier and delivery service.

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If a parcel is returned to us because it was not collected or because delivery was refused without a valid legal reason, we will contact you.

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Where appropriate, we may ask you to pay the reasonable actual cost of sending the parcel again.

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The refund position for an order returned to us will depend on:

✅ Whether the product is personalised
✅ Whether statutory cancellation rights apply
✅ Why delivery failed
✅ Whether the customer validly cancelled the contract

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Please see our **Refund & Returns Policy**.

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We do not impose arbitrary return-handling or restocking fees.
 

Where you specifically request or authorise delivery to another person, neighbour, location or nominated recipient, this may affect when delivery is treated as having taken place.

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Please only nominate a safe place or alternative recipient where you are satisfied that it is appropriate.

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Any delivery arrangements remain subject to your statutory rights and the circumstances of the particular delivery.
 

If you place more than one order, we may be able to combine them for delivery if production has not progressed too far.

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Please contact us as soon as possible if you would like us to check.

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We cannot guarantee that separate orders can be combined.
 

Occasionally we may need to use a different carrier or equivalent delivery service from the one originally anticipated.

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Any replacement service will be selected with the intention of providing an equivalent or appropriate delivery service.

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We will not charge an additional amount without your agreement.

Any change will not affect your statutory rights.
 

Nothing in this Shipping & Delivery Policy excludes or restricts your statutory consumer rights.

In particular:

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✅ Personalised products remain protected if they are not delivered, arrive damaged, are faulty or otherwise fail to conform to the contract.
✅ Using a third-party delivery company does not remove our responsibility for delivery where we arranged the carrier.
✅ Any delivery deadline expressly agreed with us forms part of the arrangements for your order.
✅ Where no delivery period has been agreed, statutory delivery requirements continue to apply.

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If you have a question about delivery or need to report a delayed, lost or damaged order, please contact:

**The K9 Creative**

**Partners:**  
Ellen Natalie Melluish  
Fiona Susan Spademan

**Business address:**  
49 Westfield Crescent  
Sheffield  
S20 5AQ  
United Kingdom

**Email:** thek9creative@outlook.com  
**Facebook Messenger:** The K9 Creative  
**Website:** Contact form available through our website

Please include your order number wherever possible so that we can locate your order quickly.

 

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