FAQ

​How Do I Place An Order?

We strive to make our online ordering process as simple as possible.

If you require something that isn't listed, please feel free to contact us via, phone, email or WhatsApp 

Payment and Shipping

Secure payments can be made with:

Stipe (all major cards)

Paypal

DELIVERY TIMES AND INFORMATION


All of our products are handmade to order. These products will have a delivery timeframe which is 15 working days, plus postage time.

If, due to circumstances beyond our reasonable control, a component of your collar becomes out of stock after an order has been placed, you will be notified by email of the extended timeframe and given an option to cancel the order and receive a full refund.

13infinity does not accept any liability for delay, despatch or delivery and cannot be held responsible for delivery at any set time on a particular day. 13infinity ships internationally, products are shipped using various methods and couriers, Some delivery methods will require the customer to sign for the acceptance of the goods.

UK Shipping:

 

Items will be shipped (once created) within 3 business days of payment clearing.

 

We use Royal Mail Tracked 1st Class Delivery for our standard shipping. Standard delivery will take between 1 - 3 working days.

 

International Shipping:

 

Items will be shipped (once created) within 3 business days of payment clearing.

We provide tracking on all International purchases.

 

Delivery time will depend on your country, usually between 5 - 14 business days however delays can occur.

 

All International orders are shipped via Royal Mail or International Courier..

 

As a buyer you are responsible for any additional customs fees, please inquire about those for your specific country before ordering.

 

Please note that 13infinity & Co. cannot take responsibility for items lost or damaged in the post.

Return & Exchange Policy

Custom made items are non returnable.

 

Item must be shipped back to us within 14 days after making contact with us in its original condition (unworn and labels still attached) along with your invoice receipt.

For items purchased at our pop up shops, a receipt is required for an exchange or refund.  Without a proof of purchase, we are unable to accept a return.

 

In the case of exchanges, please note you will be responsible for the return shipping and re shipping costs.

International returns must clearly mark the parcel with 'RETURNED GOODS RELIEF' along with the customs document clearly marked as 'Returned Goods NCV' (No Commercial Value). You will also need to place the original shipping label and invoice inside the parcel.  This is to avoid custom charges, otherwise customs will believe that you are the seller rather then returning an item that you want to refund or exchange.  If your parcel is not returned this way and custom charges are raised, you will be responsible for these charges and charges will be deducted from your refund.

 

Please carefully measure your pet to ensure you get the correct size.

 

To return an item, please contact us via our contact page.

Please ensure that you return your item(s) via a signature service with a tracking number along with the correct value insurance as we are not responsible for lost parcels which are shipped back to us.

Refunds or exchanges will be processed minus the shipping cost once the item is received by us in its unworn original condition.

 

You will be responsible for return shipping costs.

All our collars are exclusively made to order, a return will only be permitted  if the product is faulty and returned to us in an unused condition within 28 days.

Privacy Policy

1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

2 - CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@13infinity.co.uk or mailing us at: 13infinity

2 Westonbirt Close, Brockworth, United Kingdom GL3 4GT

3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

4 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

5 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@13infinity.co.uk or by mail at 13infinity. 2 Westonbirt Close, Brockworth, United Kingdom GL3 4GT

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13infinity & Co. Ltd®.    The Crescent, Gloucester, GL13LF, United Kingdom.    +447 856 858 975   info.13infinity@gmail.com

© 2019 by 13infinity & Co. Ltd