Free UK delivery over £50 | Free frozen delivery over 20kg | Click & Collect in Skelmersdale

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Free UK delivery over £50 | Free frozen delivery over 20kg | Click & Collect in Skelmersdale

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Dogs
  • Dog Accessories
  • Dog Food, Health & Hygiene
  • Puppies
    • Cats
  • Cats
  • Cat Food, Health & Hygiene
    • Small Animals
  • Small Animals
  • Amphibian & Reptile
    • Birds
  • Birds
  • By Bird Breed
    • Fish
  • Fish

    • Terms of service

    Store Policy

    Customer Care

    It is the policy of Sash & Pepps Ltd to provide our customers with the highest level of products & customer service. We are committed to exceeding your expectations by providing timely, professional, and courteous service.

    We work diligently to resolve any issues or concerns promptly and efficiently. Our goal is to build long-term relationships based on trust, respect, and confidence. To ensure we provide the best possible service, we follow these guidelines:

    • We maintain professionalism and courtesy in every interaction.

    • We respond promptly to all customer inquiries and requests.

    • We keep customers informed of any changes or updates that may affect them.

    • We take the time to understand your specific needs and expectations.

    • We strive to exceed expectations at every opportunity.

    If you have any questions or concerns regarding our customer service, please contact us at info@sashandpepps.co.uk.

    Shipping & Returns Policy

    Shipping Policy

    We aim to maximise efficiency by dispatching orders the same day when placed before 14:00. Orders placed on Saturday and Sunday will be dispatched on the following Monday, except in exceptional circumstances such as bank holidays or the Christmas period.

    Delivery Estimates & Service Levels: We use DPD as our sole delivery courier. This next-day service level represents our standard shipping option and is not a premium guaranteed delivery upgrade. Please note that all delivery dates are courier estimates and are not guaranteed. Because this is our standard service, we do not offer refunds or shipping charge reductions for parcels delivered outside the estimated 24-hour transit window due to courier delays.

    Frozen Delivery Schedule: To ensure your products remain frozen and arrive via next day delivery, any frozen orders placed on a Friday, Saturday, or Sunday will be dispatched on the following Tuesday. This schedule prevents perishable goods from sitting in a courier warehouse over the weekend.

    Frozen Shipping Requirements: We offer shipping for Naked Dog, Nutriment, and Mersey Raw products. A minimum order of 5kg is required for frozen shipping to ensure the thermal mass keeps the product frozen during transit; orders under 5kg run a high risk of defrosting.

    Click & Collect: While we ship the brands mentioned above, all other frozen brands are currently available for Click & Collect only. If you wish to order less than 5kg of any frozen product, please select the Click & Collect option at checkout.

    Failed Deliveries & DPD Returns

    It is the customer's responsibility to manage their delivery via the courier.

    • Standard Goods: If an order is not delivered because you were unavailable, failed to specify a safe place, or did not arrange a collection, and the parcel is returned to us by DPD, a charge of £20 per box will apply. This fee covers return carriage and will be deducted from any refund. If the total order value is less than the accumulated return fee, the whole amount will not be refunded.

    • Frozen Goods: Due to the perishable nature of raw food, we cannot offer refunds or replacements if a delivery is missed or returned. Frozen items will defrost during the return process and cannot be resold. The £20 Return to Sender fee still applies to any frozen parcel returned by the courier.

    Signing for Deliveries and Damaged Parts

    Please check all items for damage before signing for your parcel. The courier will accept no liability for damaged goods once the delivery has been signed for. If you do not clearly state on the paperwork at the time of delivery that the contents are damaged, you will be unable to claim a refund.

    Returns & Exchange Policy

    We accept returns for up to 14 days with no questions asked. Return postage is paid for by the buyer and all parts must be returned in the same condition as supplied. You will be refunded in full, less the cost of the original carriage.

    Sash & Pepps Ltd are not KONG. Sash & Pepps Ltd are the company selling the products; therefore, all terms and conditions applying to returns, refunds, and exchanges are ours and not those of KONG.

    Perishable Goods Exception: All frozen raw food products are excluded from our 14 day return policy. These items are non-returnable and non-refundable once dispatched due to health & safety regulations.

    Privacy & Safety

    This privacy policy explains how Sash & Pepps Ltd uses and protects the data you provide when you visit and use our website.

    • What User Data We Collect: IP address, contact information, email address, and online behaviour profiles.

    • Why We Collect Your Data: To understand your needs, improve services, and customise our website.

    • Safeguarding Data: We implement the latest technologies to prevent data theft & unauthorised access.

    • Cookie Policy: Cookies analyse web traffic but do not give us control over your computer.

    • Third-Party Links: We are not responsible for data protection on external sites.

    Payments

    We accept the following payment methods:

    • Credit/Debit cards & PayPal

    • ApplePay & GooglePay

    • ShopPay & Klarna