Delivery Information

Shipping and Handling

• Unless you qualify for free delivery our standard delivery charges are as follows:

• All delivery prices within the UK are shown inclusive of VAT
• Delivery on items within mainland UK is £4.95 on all orders up to 50 kg.
• Items ordered outside mainland UK will be charged delivery (as shown above) for the first 30kg and any additional multiples of 30kg over and above that. For example a delivey to Belgium of an order of 32kg will be charged a total delivery fee of £75.02, which is made up of £37.51 for the first 30kg, and an additional £37.51 for the additional 2kg of weight. If this order went up to 60kg in weight it would still be delivered at a charge of £75.02, however if the order went up to 65kg an addtional £37.51 would be added bringing total delivery up to £112.53 and so on.
• If you order Goods from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

• Delivery charges are clearly identified in your shopping basket prior to payment request.
• Should you qualify for free delivery (e.g. using a promotional code), this will be clearly identified in your shopping basket prior to payment request.
• Orders are delivered by DHL within 48 working hours of despatch unless there are exceptional circumstances. 'Working hours' do not include weekends.
• Orders received:
  • Before 15:00 are despatched same day
  • After 15:00 are despatched next day
• To illustrate, with some examples:
  • You order at 14:00 on Monday, your Burgess Pet Care products will be with you before 17:00 on Wednesday.
  • You order at 16:00 on Monday, your Burgess Pet Care products will be with you before 17:00 on Thursday.
  • You order at 14:00 on Friday, your Burgess Pet Care products will be with you before 17:00 on the following Tuesday.
• Our courier DHL:
  • will deliver between 9:00 and 17:00 Monday to Friday to the address you specify on your order.
  • will require the signature of the person who placed the order/made the payment unless we have been instructed otherwise through the 'special delivery instructions' facility. Customers who chose to request goods to be left by DHL without a signature do so entirely at their own risk.
  • will leave you a card to say they have called should you be out. They will call again two more times, leaving a card each time.
  • will on the third occasion, return the good to us.
  • will leave a depot contact number on their calling card. You are encouraged to contact them directly to agree final delivery details.
• If your goods have been returned to us, as DHL have tried unsuccessfully to deliver on three occasions, you need to contact our Consumer Care Team, using the contact details given below. We will then discuss with you:
  • Additional payment for re-delivery, or.
  • Refund of your order
• Should delivery of large orders be undertaken in several stages, we will of course charge you only once for delivery costs.

Guarantee and Returns

• We expect you and more importantly your pet, to be delighted with Burgess Pet Care goods. If for any reason this is not the case then:
  • Return the goods, in a resalable condition, within 28 days, for an exchange or refund.
  • Please note the costs of delivery and return of the goods are not refundable.
• In the unlikely event that your goods arrive damaged then please let us, in the Consumer Care Team, know straight away. Customer Care Team free-phone number: 0800 413 969. We will replace it or, if you prefer, issue a full refund including delivery and return shipment costs.
• These guarantees are in addition to your statutory rights as a consumer.