Terms & Conditions

Many answers are available in our FAQs, which you can read HERE

Christmas Gift Exchange Scheme
We are happy to announce that Country Mun gift vouchers are now available all-year round.
In addition, all standard coats purchased from November 21st can be returned any time until January 10th for a size/style exchange. This is in addition to our 14 day money-back guarantee on new items.
So, if you have bought the wrong size coat, simply return it - unused and in new condition with any original tags or packaging - to exchange for another size. Please note, we cannot accept return of any coat which is not as-new. For this reason, we recommend that you cover the dog with a tea towel, pillowcase or similar when trying for size. Please see our Returns Policy for further information. If you wish to return an item for exchange, please email us for a returns number and returns form.
Please note that custom orders are excluded from the Christmas Exchange since they have been made to your specifications and are not suitable for us to resell. Please see Cancellation Policy below for more details.
Order by website – visit www.countrymun.com
Order by telephone – call 0191 603 0440
Order by post – send your order in writing to: Country Mun, 50 Sunniside Lane, South Shields NE34 8DY
Order by email – send your order to sales@countrymun.com and we will forward an e-invoice to pay online.
We accept most major credit and debit cards but cannot accept American Express.  Your card will be charged for the full value of your order prior to  despatch. However, if  it is a custom or special order, payment will be taken as soon as we receive your order. Refunds are not available on custom/special orders but if you have a problem, contact us for help.
We are still  happy to accept payment by cheque or postal order - please make payable to 'Country Mun.' Your item will despatch once your cheque has cleared.
We aim to provide the best delivery at the most reasonable price possible. We use Royal Mail first class Recorded for smaller/lightweight items but may use a tracked courier service for larger/heavier items. Where possible, goods are dispatched within 1-2 working days if in stock but customers should always  allow 7-14 days for delivery. If goods are shown out of stock/backordered  and will take longer than  21 days to deliver we will let you know.
Delivery charges
Post and packing charges are calculated on the combined weight of your order - we then use the best method of delivery for that weight. Please note, our delivery charges include handling and the cost of our packaging materials. If you wish to check delivery costs before placing your order, once you are on the checkout page please scroll down and you will see a box headed "Estimate Delivery". Simply enter your postcode in the postcode box and click "Get a Quote". The post and packing charge will then be displayed below the "Get a Quote" box. If you are placing an order for more than one item, the system might over calculate shipping costs due. If shipping cost is over calculated, we will make a refund of excess postage to your payment method after despatch. Otherwise, please call us so we can correctly estimate postage - or we may be able to suggest a lower cost shipping option.
All prices are in £ sterling. All prices are correct at time of production. Due to circumstances beyond our control, prices may need to be altered on occasion but we will inform you prior to dispatch giving you the option to cancel if you wish. We strive to give you quality at the best possible prices
Stock is subject to availability. You will be informed if there will be a delay in stock availability. Some items, such as mudsuits and coats for larger dogs (above 30 inch) are made to order and you need to allow upto 14 days for despatch although we will fulfill your order as soon as possible.
Product Specifications
Every care has been taken to ensure that the product descriptions and specifications are correct. We may offer a variation in colour and materials to ensure speedy completion of order.
Country Mun manufactured products are all individually made. As with all handmade items, there could be slight variations in measurements of the products so there may be a tolerance of upto .5 inch in all measurements.
It is the customer’s responsibility to measure the dog accurately as per the instructions available on the website and we ask you to tell us the dog breed when placing some orders.
Cancellation Policy
Customers have the right to cancel their order within 14 days. (*Exceptions apply- please see further down page).
If your order has not been despatched we will be happy to cancel it for you. If your order has been despatched, you will need to return the goods at your cost. Once we receive your returned goods in accordance with our returns policy, we will be happy to refund you, excluding P & H charges, to the original method of payment. (You need to allow up to 14 days for us to process any refund).
* Unfortunately, we cannot accept returns of custom-made items or special orders so for custom orders, it is vital that you give us correct measurements.
We reserve the right to refuse returns which have  signs of use - eg dog hairs, dirty marks, labels removed etc. At our discretion, we may accept returns with some dog hairs on the lining, but we will charge a cleaning fee of £5 since it is difficult to remove dog hairs from some of the items, particularly the thermal fleece. Unfortunately we can't accept returns which have any strong odour.
Please make sure that you cover your dog with a tea towel or bath towel or similar when trying on garments. This prevents hairs etc from sticking to the garment.
You must not  remove any labels until you happy that the item is suitable. Special rules apply to books/DVDs/consumable products such as flea treatments, shampoo, polish etc. Unfortunately these cannot be returned if you have broken the seal or opened the cellophane packaging.
Returns Policy
We aim to provide the best product for your requirements and to describe and show the items as accurately as possible, but we cannot guarantee the exact measurements or colours shown.
However if the item you purchased is not suitable we will be happy to give a full refund, or an exchange, provided that it is returned in as-new condition, with any labels, tags and a proof of purchase within 14 days.
Please email us to request a returns authorisation form:  sales@countrymun.com
*Exceptions Apply - Please see Non-Returnable Item information below.
 We will issue a refund to the original method of payment (eg Cheque/Cash/Credit/Debit Card) for the cost of the item. We aim to process refunds within 14 days of inspecting your item but the time taken for you to receive your refund depends on your card issuer's processing times. We will notify you that a refund has been made and if it doesn't appear on your statement within 10 working days, we advise you to check with your card issuer.
Again -  we cannot accept return of ANY item which is not returned in as-new condition. We understand that you may wish to try a garment for size but this should be done indoors and returns with any dog hairs present will incur a cleaning charge of £5 since it can take some time to remove all hairs.  For this reason, we recommend that you cover the dog with a tea towel, pillowcase or similar when trying for size.
Any exchanged goods must have the return post and packing fee included in the exchange price. We suggest you use a recorded delivery service (or obtain free certificate of posting from the post office) as we cannot be held responsible for lost or unreturned items.

Non Returnable Items
*Exceptions:  Special orders, custom sizes, items made to customer's specifications, or alterations made to products at your request cannot be returned for an exchange or refund.
These items are different from our normal range and therefore cannot be returned to stock. We will make every effort to ensure you have the necessary information to minimise the risk of errors being made.
As stated above, special rules apply to books/DVDs/consumable products such as flea treatments, shampoo, polish etc.
Unfortunately these cannot be returned if you have broken the seal or opened any cellophane packaging.
Complaints Procedure
Customers are  obliged to inspect any goods as soon as delivery has been accepted. If any discrepancies in quantities or any defects are found then please call 0191 6030440 in the first instance and speak to a member of staff.
We aim to provide excellent products and excellent customer service but we are human! That means mistakes will inevitably happen from time to time.  We  will always apologise for any mistake and do our best to put things right.  In return, we ask you to treat our staff with respect.
We  will try to resolve any issue as quickly and sympathetically as possible. Lines are open from 10am to 4pm Monday to Friday. (1pm on Wednesday)
Your trust and privacy are our highest priority. At Country Mun we are committed to protecting your privacy as a customer and pledge to respect the information you provide.
We will NEVER give your email address to any other company - we hate spam as much as you do!
We use your email address ONLY to give you information about your order or to inform you about special offers etc.  Country Mun observes the code of practice covering the use of personal data as outlined in the Data Protection Act of 1998. We also comply with the Consumer Protection (Distance Selling) Regulations 2000.

This policy does not affect your statutory rights.