Customer Help
All your favourite questions, but contact us for anything else.
Common purchase queries answered
Orders and Shipping
Items will be dispatched from our warehouse the following business day, with an exception for items shipping to Lisbon; these are dispatched the same day if the order completes before 2:30 pm.
Our dispatch process runs from Monday – Thursday
Shipping times to Portugal (not Lisbon) and Spain are within 48 hours
Shipping times to Western Europe are within 72 hours
Shipping times to all other European/UK regions are within 5 working days.
You will receive two emails when ordering. The first one is your confirmation email, the second is your dispatch email; this usually contains the tracking details.
You can create an account at any time by clicking on the ‘My Account’ link at the top of this page, or clicking here: My Account
You can update your address at anytime by going to My Account at the top of this page, logging in and clicking on ‘Addresses‘.
If you need to urgently change an address on an order, it is best to respond to the order confirmation email or contact customer services via the contact us page.
You can track your order status at any time by clicking on the ‘Order Status & Tracking’ link at the top of every page. It’s also available from your order confirmation email and the ‘My Account‘ page.
If you want to track the shipping status, this has also been integrated into the website. Most orders are sent via CTT Expresso or DHL, the latter if you reside in regions outside of Portugal or Spain.
Either way, the tracking should be automatically available for your order in the dashboard, and if not, reach out to our friendly customer services team for a status update.
Doggy Banquet never stores your credit card information, nor will our team ever request it from you. Payments are always taken securely through the website using our payment processor Stripe.
If you ever need to query payments you can reach out to customer services, additionally you can contact your bank or Stipe.
We charge VAT at the Portuguese rate of 23% for all regions with the exception of the UK which is charged at 20% VAT. This will be included in the prices listed on the website.
We ship to all EU member states and the UK. We can arrange for any item to be collected from customers residing in other countries but you will be responsible for organising the shipping. Contact customer services if you wish to do so.
We try to minimise the size and number of parcels are far as possible. It is highly unlikely a single order would receive multiple boxes or shipments.
If you need to swap an item
Returns and Exchanges
Our returns policy allows for a return within 30 days without reason. After 30 days the item must be faulty and approved by customer services.
Shipping is covered for returns of customers who reside in Portugal and Spain. Customers in other regions are responsible for the costs of return shipping but Doggy Banquet can organise this for you.
The full returns policy can be found here.
If you received the wrong item then let customer services know as soon as possible, including the barcode number of the incorrect item.
We will normally issue you with the correct items ASAP, with a big apology!
It’s very rare that this happens, but we understand that it’s a fact of life that items will sometimes be damaged in transit. Take a photo of the damage and let customer services know. They will resolve the issue for you, normally by issuing you a next-day delivery for a replacement item.
Contact customer services if you want to return any items to us. They can make the necessary approval and provide you with the shipping labels.
Items returned to the incorrect address or without prior approval risk being returned, lost or cancelled.
You can contact customer services at any time by heading to the customer contact page.
We know this sometimes happens, but our team ship items quickly, and this can mean that your item gets lost in the postal system. To avoid this, you must contact the team immediately. Always check your confirmation email to check that the details you provided us are correct.
We will always do our best to rescue a delivery that has gone to an incorrect address, but we’re unable to take responsibility for parcels that were addressed incorrectly by customers.
You can cancel an order that has shipped by emailing customer services, it’s important to do this before we ship the item.
You can return an item that you do not want within 30 days free of charge, although if you reside outside of Spain or Portugal, you will be responsible for the shipping charges.
Some items are available on backorder, which is essentially pre-order. You can also contact customer services and they will reserve items (without payment) in some instances. Best to ask nicely!