The Donkey Sanctuary has produced the following information when ordering goods from our online shop.

Terms and conditions

This website is owned and operated by The Donkey Sanctuary who has been authorised by Donkey World Limited to process transactions on their behalf. If you have any suggestions or comments please contact us.

Net profits of all gifts sold are donated to our parent charity The Donkey Sanctuary (Registered Charity number 264818).

Our contact details:

Donkey World Limited
The Donkey Sanctuary
Sidmouth
Devon
EX10 0NU
United Kingdom

Telephone: 01395 573002
Email: donkey.world@thedonkeysanctuary.org.uk

Donkey World Limited is a registered company registered in England No. 4452098 whose Registered Office is at The Donkey Sanctuary, Sidmouth, Devon, EX10 0NU.

Making a purchase

Browse our site and click on the product that you wish to buy and put it into the shopping basket. After you have finished your selection, click on "view your basket", then “checkout” and you will be asked for a few details that we need to be able to satisfy the order.

After an order is place, you will receive a confirmation email with a summary of the order, this is to indicate we have received your order, not that a contract between us exists. Once the order is accepted, processed and despatched you will receive a further ‘Order shipped’ confirmation email, this is when the contract between you and us is formed.   We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.  The invoice itself is shipped with the products so you will receive this when you receive the goods.

We only accept credit/debit card or Paypal payment. If you are purchasing from outside the UK, place your order and your credit card company will convert the transaction to your own currency.

We accept MasterCard, Visa, Paypal and their derivatives.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Tax charges

VAT, where applicable, is included in the price of all products.

Credit card security

All credit/debit card transactions and details are handled by Braintree secure payment services. Card numbers are not held in clear text on any website.

Guarantee

Your satisfaction is important to us. We aim to ensure that goods are accurately described. Should your purchase fail to meet your expectations, simply return it to us within 14 days. We guarantee to replace it or refund the purchase price.

You also have a statutory right to cancel your order and receive a full refund for any goods within 14 working days after receipt of goods.

Please note that all products sold by Donkey World Limited conform to the appropriate British and European standards and they are offered subject to availability at the time you place an order.

Reaching us

If you need to reach us, please email us using the contact us link. Alternatively, you can call on 01395 573002 (International +44 1395 573002) or write to us at Donkey World Limited, The Donkey Sanctuary Sidmouth, Devon EX10 0NU United Kingdom.

Payments

We accept credit/debit card payments for all orders online.

If you are ordering from outside the UK, place your order and your credit card company will convert the transaction to your own currency.

We accept Mastercard, Visa and their derivatives. All credit/debit card transactions are handled by secure payment services (for example, PayPal).

Card numbers are not held in clear text on any website.

Deliveries

Postage and packing charges are included in the price if you live in the UK. For other orders the following will be added to cover the higher cost of postage:

  • Europe +£10
  • Rest of the world +£20

We aim to deliver within seven days from receipt of your order but please allow a further seven days before querying non-delivery. Overseas orders may take longer to be delivered. We regret it is not possible to accept orders where delivery is to be made to a Post Office Box number.

Returns

Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within seven working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed. Any goods returned should be in saleable condition.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

All returns must be sent to:

Donkey World Limited
The Donkey Sanctuary
Sidmouth
Devon
EX10 0NU