FREQUENTLY ASKED QUESTIONS
For our cherished international customers, as you know Brexit has changed the way in which send and receive goods from EU countries.
We are adapting and learning to continually improve our service to you. For the moment:
- There is the unfortunate new reality of now having to pay VAT on all parcels and administration charges upon arrival international parcels.
Some orders may attract import duty too.
We want to be as transparent as possible with all the costs so you can make an informed decision before committing to any purchase.
- EU and Rest of world orders will be charged a price excluding VAT at checkout.
However whilst browsing the site all prices include VAT but this will be deducted/
- Any orders over 150 Euro and shipping to an EU will be subject to import duty as well as VAT, thus charge can equate to over 50 Euro's being payable before you receive your parcel.
We would ask you to take this into account when ordering and to contact us on customer services if you need any further advice.
Outside of the EU the duty threshold varies from country to country so please check with your local taxation laws for further information.
Please contact your local post office/depot for further details regarding current administration fee's, tax and customs rates as well as any shipping restrictions to be aware of.
Please note that we do not offer currently free International returns, and a free returns label is not included for international shipments.
You can return your order using a standard trackable postal service and you will need to cover the cost of postage.
Please fill out the customs information accurately and mark clearly that the parcel is a return, failure to do so will see the parcel returned to sender and it will not reach us.
We do not accept exchanges and would advise reordering if you need to swap an item or contact us via customer services for further advice.
Please contact us on email@example.com if you have any further queries on international delivery.
A LITTLE SOMETHING FOR BLUE LIGHT CARD HOLDERS.
We would like to take this opportunity to thank you ALL for your continued selflessness, support and heroic ways - we are forever grateful.
We are proud to be listed on the @bluelightcard website, offering all of our dedicated and hardworking emergency service staff a 15% discount code.
If you have a Blue Light Card, please visit www.bluelightcard.co.uk to access the code which can be entered during checkout.
Thank you for everything you do to keep our country and the vulnerable safe.
I have not received my new customer discount code and/or order confirmation
It has been brought to our attention that some customers are not receiving the new customer discount code and/or order confirmation email(s)
If you experience this, we kindly ask you to check your junk and promotional folders to check whether or not our emails are filtering there.
Please contact our customer service team if you have been unsuccessful in finding these emails and they will happily assist you further.
We are currently looking into this issue and in the meantime, we thank you for your patience and apologise for any confusion and inconvenience caused.
Which courier do you use?
We use Royal Mail tracked 48 for all standard shipping orders. Your parcel will not require a signature unless you have selected next day delivery and your order is over £100.
Do you offer free delivery?
We offer free standard delivery for all UK customers!
Free delivery is not applicable to Charity scrunchies to enable us to give the full £5 donation to charity. Orders over £5 qualify for free delivery at checkout.
How long does delivery take and what is the cost?
Standard shipping within the UK is free and we allow 3-5 working days for your order to be delivered, in most cases it will arrive quicker. As soon as your parcel is on its way the Royal Mail will provide you with a tracking code, allowing you to track its whereabouts via the Royal Mail website.
Do you offer next day shipping?
Yes, we do – this cost of this is £6.99 and the cut off time is 3.00 pm. So as long as we receive your order before 3.00 pm and you choose the next day option at checkout you will receive your order the following day (the parcel will be delivered by Royal Mail, and if the value of goods is over £100 it will need to be signed for).
Please note: We do not ship during weekends so any next day order placed after 3.00 pm on a Friday will not be delivered until the following Tuesday.
Can I change my delivery address/ order details?
If you need to amend your shipping address/order details please contact our customer service team at your earliest convenience and title your query “URGENT - with the reason for the urgency” we will try our utmost best to make such amendments for you.
If your order has already been packed and shipped your order will be delivered to the original shipping address provided, we cannot be held accountable thereafter, should any issues may occur due to the incorrect information provided.
Do you ship outside of the U.K?
Yes, we do! For European countries, we have a flat rate shipping cost of £9 and for the rest of the world, it is £11. You can expect the delivery to take between 7-14 days.
Please note: If you need your order faster please contact our customer service team and in some cases, we can arrange a faster service with another courier – this would incur an extra cost.
How do I generate a free returns label? (UK Customers only)
To log your return and process your free returns label, please click the link or paste the URL into your browser: https://www.royalmail.com/track-my-return/create/3580
Follow the simple instructions, enter your order details when prompted and once complete you will be given the option to either print a returns label or if you do not have a printer you can generate a QR code to take to your local post office.
Free returns are for UK customers only.
Do you offer free returns outside of the UK
We do not offer free returns for customers outside of the UK, we advise you to use a standard signed for service via your local courier.
Returns Policy for all Customers.
Should you not be satisfied with your wild purchase, you have 28-days to make a return. You must fill our your returns form and providing the returned item(s) are in the same condition as received, with the original tags intact our returns team will process your refund or exchange request within 14 days of receipt.
The returns address is as follows:
Dancing Leopard Unit 34-35 Manor Industrial Estate, Pleck Rd, Walsall, WS2 9XX
Your Dancing Leopard item will have been fitted with a red "Do Not Remove Triangle" this must be still be attached and not tampered with in anyway or your return and refund will be refused and the item shipped back to you.
*IMPORTANT - All customer returns will undergo a thorough inspection, if an item(s) is returned in a non saleable condition, we reserve the right to refuse a refund or exchange request and ship any non saleable item(s) back to the customer. This policy does not affect the customer's statutory rights relating to cancelling an order or returning faulty or unwanted item(s) under the consumer protection (distance selling) regulations and further details on customer statutory rights can be found at the local trading standards department or Citizens Advice bureau.
*Please take care when trying your item(s) on. Item(s) will only be fully refunded if returned in the same condition as received, with the original tag still attached. Please avoid make-up transfer marks and distinctive, strong smells, and remove all jewellery to prevent possible snagging when trying item(s) on. Unfasten all buttons or zips in order to step into the garment, avoid pulling garments over your head and take care when handling delicate fabrics to prevent any damage. Bodysuits & Swimwear should always be tried on over underwear and the protective hygiene strip must not be removed and still intact if you wish to return. If a garment includes a belt, and it is returned without the belt then the refund will be refused and the item will be immediately shipped back out to you.
How do I make an International return?
If you’re making a return from outside the EU then you must correctly complete a customs declaration that states the contents of your parcel are returned items. If this is not completed then the parcel may incur customs charges for which we are not responsible and will not pay. If costs are levied then the parcel will not be collected and will be returned to the sender.
How long does it take for my refund to be processed?
Please allow up to 14 working days for the refund to show up in your account. The refund will be issued via the original payment method used, so make sure you check the correct card or Paypal account in which you completed the order with.
Shipping address requirements for United Arab Emirates customers
To ensure that the Royal Mail and their delivery partners are able to deliver your order to your preferred shipping address, you must provide us with a P.O.Box number. Failing this can cause severe delays and complications and your tracking status may automatically set to a collection only service.
Choosing ClearPay at checkout
Clearpay is a payment service allowing us to offer customers the ability to make purchases instantly and then pay for them in 4 automatic instalments, split out in a way that suits you. You choose how much to initially pay upfront, and the remaining payment is split into 3 instalments made every 2 weeks without any interest.
Clearpay is only available to customers with a UK billing address. Customers with international billing addresses will not be able to create an Clearpay account.
Clearpay customers have to make their first payment at the time of purchase.The remaining three payments are deducted every 2 weeks in automatic instalments from your selected payment method.
If you would like to make additional unscheduled payments before they are due, you may log in to Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly. You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
A £6 late payment free will be charged if funds are not available at the time the automatic payment is due. An additional £6 fee will be charged if the missed payment is not made within 7 days.
Late fees will not exceed 25% of the total order.
Clearpay orders are delivered within our standard delivery timeframes like any order from dancingleopard.co.uk
Please see Clearpay terms of service here.
Dancing Leopard customer service opening times
The Dancing Leopard Team works extremely hard to answer all queries as soon as possible, we are a small independent boutique and you can expect to receive a response within 24 hours, Monday - Friday between 8.00am-5.30pm.
We do not provide customer service during the weekends and we thank you for your patience and understanding during this time.
Images on site.
We try to edit our photos to show the garments as life-like as possible, but please bear in mind that the actual colour may vary slightly on occasion dependent on your monitor or phone device. We cannot guarantee that the colour you see accurately portrays the true colour of the product and apologies for any confusion and disappointment this may cause.
How tall is your model?
Our gorgeous model Sarah is 5'7 and wears a size XS.
Do you restock sold out products?
In most cases we do, although we do phase out products to make room for new ones (our headquarters is quite small!). If you have a specific request please contact customer services and they can advise you.
I am between sizes – which one should I choose?
The majority of our styles are true to UK sizing, and we advise you to purchase your usual size unless specifically stated in the style description advertised on our website.
For some of our looser fit garments, our sizing runs from S-L, with the following sizing structure
S: UK 8-10
M: UK 12-14
L: UK 16-18
If you are between sizes our advice is to go a size down if you would like the item to be more fitted and go up a size if you prefer a more relaxed fit. We do offer exchanges should you need to change the size.
Do you offer wholesale?
We've entered a UK exclusivity contract with a partner and consequently, may no longer take on any new UK based wholesale customers. We do welcome European and Worldwide stores to stock our brand. If you wish to register your interest to be a Dancing Leopard stockist please contact firstname.lastname@example.org.
I still have a question what is your email address?
If the above hasn't answered your question then please contact our customer service team and one of our delightful and helpful Leopards will be able to assist you further - email@example.com