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Shopping with Christies

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Pawsh Perks

At Christies Direct, we value you, our customers. We love chatting to you on the phone, offering our product recommendations, getting to know you and hearing about your salon. Our customers have been earning paw points on their orders for years, and from this came the Pawsh Perks loyalty scheme! We wanted to go a step further with our customer rewards and show just how much we appreciate you being part of the Christies Direct Family.

Our loyalty scheme works on a level of 4 different tiers. Each time you shop with us, you receive ‘Paw Points’ which are our loyalty points. Once you reach a milestone level of points within a 365-day period, you then move up in our scheme to the next tier.

These tiers are a way for us to thank you for being a part of our Christies family; in the form of a levelled reward/loyalty scheme, with each level offering you even more exciting perks and benefits, that you can use whenever you like!

But what are the different tiers I could find myself in?

Pack Members – Have you shopped with us in the last 18 months? Then you are more than likely already a Pack Member in our loyalty scheme. As soon as you shop with us you earn Paw Points, and when you earn Paw Points you become a Pack Member, it’s that simple!
As a pack member, you earn Paw Points with every purchase on our website, and you have access to any of our points promotions which are great ways to spend your points or earn extra points.

Pampered Pooches – If you are a regular customer with us and have earned over 1000 Paw Points with your purchases over the last 365 days then you are a Pampered Pooch! As a thank you for your loyalty to us, you get early access to sales and access to our paw point promotions
Not only do you get all the same perks as a pack member, but you also get a 5% discount on every order you place with us, and we have some great Limited-Edition products you have access to!

Top Dogs – Have you have earned 2000+ points in the last 365 days? Congratulations, you have reached our VIP tier – Top Dog! As well as earning Paw Points with every order, you can benefit from point promotions, 24-hour early sales access and access to limited edition products, our Top Dog customers also get a 10% discount on every order! Top Dogs can select one item from our Pawsh Perks Monthly Free Gifts list when they spend £20 each month AND are entered into a quarterly prize draw for a fantastic money can’t buy prize!

Pup Stars – Just starting out? We know it can be difficult... that’s why we’ve introduce our Pup Star tier. If you are a registered student, you can sign up as a PupStar for 12 months. Pupstars get a taste of the Top Dog lifestyle, enjoying all the Top Dog benefits (excluding the quarterly prize draw).
With your 10% discount on every order, a free gift every month when you spend £100, early access to sales, paw points with every order, it is definitely worthwhile signing up as part of our PupStar scheme as soon as you find the right dog grooming course for you. At the end of your year as a Pupstar, you will be placed in a tier based on the points you’ve earned.

Paw Points

Paw points are our way of rewarding our customers for shopping with us. Each time you shop with us, you will earn paw points that you can then use to ‘Pay’ for products once you have built some up.

Paw points are available to earn with every product purchased directly from Christies Direct:

1. Online.

2. By placing your orders over the phone with our customer care team.

3. At a show or exhibition when you purchase something from our Christies Direct stand.

4. In the Christies Direct Showroom at Pet & Country.

How do I find out how many points I have on my account

You can either give us a call and ask a member of our sales team to check your point balance for you, or you can log onto your account online and find it either on your account card, or click on ‘Pawsh Perks’ to get the full break down

How do I know how many points my favourite products are worth?

On our website, each of the products will detail how many Paw Points it takes to purchase products.

How do I redeem my Paw Points against items in my basket?

If you are placing your order via telephone, simply tell the agent you are speaking to that you would like to use your paw points on your order, and they can do this all for you and let you know how many you have!

If you are placing your order via our website, you need to be logged into your account for you to be able to use your paw points. If you are not logged in, you cannot use paw points towards your order and you will not earn any for the products you are purchasing.

Points can’t be used as part-payment, you need to have the full number of points to cover the full item in your basket. For example, if something required 500 points to purchase and you only had 100, you can’t put your 100 points towards it and pay for the rest, you need to have the full 500 points available to spend.

Once you are logged into your online account and if you have enough paw points for an item you are purchasing, there is an option to ‘Use Points’. This will add the item to your basket and deduct the points from your balance.

Customers have been earning and spending their Paw Points with Christies Direct for years and we have always had amazing feedback from the scheme. From this, we decided that we needed to reward our customers that choose to shop consistently with us and earn paw points. Our Pawsh Perks tiered scheme was created to thank those customers and to give them benefits, discounts and special access to our products and promotions.

Why Christies

Data Privacy

Here at Christies Direct we are committed to protecting and respecting the privacy of your personal data. This privacy policy details how your data is collected and used. It applies to data collected when you use any of our websites, download our apps, when you interact with us through social media, email, or phone, or when you participate in our competitions or events we are associated with.

The personal data we collect

Personal data is any information that a person can be identified from. It does not include anonymous data, where the identity and identifying information has been removed.

The following personal data are collected:

Identity: first name, last name, title, date of birth (optional) and gender.
Contact: email address, billing address, delivery address, location, country and telephone numbers.
Financial: payment card details, bank account, paypal account name and email address.
Transaction: your purchases and all information related to it (order number, subtotal, title, currency, discounts, shipping, number of items, product number, single item price, category, brand, tax etc.); payments to and from you and details of other products and services you have obtained from us, correspondence or communications with you in respect of your orders, details of any loyalty points awarded or used and promotions you were included in or opted to not use.
Technical: details of devices you use to access our websites or apps, your internet protocol (IP) address, login data, your username and password, browser type and version, time zone setting and location, browser used, operating system and platform.
Profile: orders made by you, brand and category interests, preferences, feedback, and survey responses.

Usage: how and when you use our website/app, how you moved around it, what you searched for; website/app performance statistics, traffic, location, other communication data; loyalty points; and details of any other products and services used by you.
Marketing and Communications: Your preferences in receiving marketing from us, this includes email, SMS, post and phone calls.

We also collect and use Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

How we collect your data

We may collect personal data about you in the following ways:

Direct interactions – you may give us your Identity, Contact, Financial, Transaction, Profile, and Marketing and Communications data (as described above) by filling in forms, entering information online or by corresponding with us by post, phone, email, telephone or otherwise. This includes personal data you provide, for example, when you:

Create an account or purchase products on our websites;
Subscribe to our newsletters and social media sites;
Enter competitions;
Complete a survey;
Contact us with an enquiry or to report a problem (by phone, email, social media, or messaging service);
Sign up and visit any of our shows or events;

Automated technologies or interactions – as you interact with our website, we may automatically collect the following types of data (all as described above): Technical Data about your equipment, Usage Data about your browsing actions and patterns, and Contact Data where tasks carried out via our website remain uncompleted, such as incomplete orders or abandoned baskets. We collect this data by using cookies. Please see our Cookie Policy for more information.

Third parties – we may receive personal data about you from various third parties, including

Technical Data from third parties, including analytics providers such as Google, Bing, Facebook and other social and search platforms.
Technical Data from affiliate networks through whom you have accessed our website;
Contact, Financial and Transaction Data from providers of technical, payment and delivery services.

How we use your data

We will only collect and process your data where we have a legal basis to do so. As a data controller, the legal basis for our collection and use of your personal data varies depending on the manner and purpose for which we collected it.

We will only collect personal data from you when:

we have your consent to do so, or
we need your personal data to perform a contract with you. For example, to process a payment from you, fulfil your order or provide customer support connected with an order, or
the processing is in our legitimate interests and not overridden by your rights, or
we have a legal obligation to collect or disclose personal data from you.

Marketing preferences, adverts and cookies

We may send you marketing communications and promotional offers; This is of course in accordance with your preferences you have chosen to select.

If you open an account with us or purchase goods from us, signed up to our mailing list (this could be email, SMS, post or by phone).

If you entered in any of our social media competitions, competitions online or competitions at shows and events

We always try to give our customers the best personal experience so may use your previous purchase history, location, time of order to determine the marketing material you will see on our website, social media, SMS message, post and email campaigns.

Links to other websites and third parties

We may include links to external websites, social platforms and partner programs like affiliate networks. If you follow these links to any websites, they will have their own privacy policy and we do not accept any responsibility or liability for these policies.

Klarna

In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.

How we share your data

We may disclose and share your personal data with third parties. All the type of third parties are listed below and reasons why we may disclose this information

Where you consented us to: We may at times ask you if you wish to receive marketing from some of our partners or other businesses we work with for co-joint promotions etc.
IT systems, software and platforms: This may be to help fix bugs on systems or to help us create a marketing material to show you;
Payment Providers: To help process your order, please note we don’t have access to all of your card details. They are masked to only show last 4 digits and expiry date.
Delivery companies: To help let these companies communicate with you regards your delivery. Some use email, SMS and may even call you. You may also receive post from delivery companies if issue with your order with them.
Analytics, search engine providers, PPC agencies and social platforms: We try to give you the best experience so use analytics to help find trends to what you may wish to see more often and frequency of buying. Search engines, PPC agencies and Social Media platforms is so we can re-market products to you.
If we have a duty to comply from a legal obligation

Your rights

You have rights under the data privacy legislation. This includes:

Request access to your personal data: You can request to obtain a copy of the personal data we hold about you and information on how we process your data.

Request correction and amend of your personal data: If you believe your personal data is incorrect or inaccurate. You can do this by logging in to your account online and call us or email [email protected]

Request to be forgotten (i.e erase your data): This allows you request that we delete your personal data in certain situations. Please note this is a request and we may not be able to allow it if it affects any legal reasons do to so. We will make you aware if the outcome of your request can not be completed.

Request the transfer of your personal data: You have the right to obtain a digital copy of your personal data or request the transfer of your personal data to another company. This only applies to automated data which you initially gave consent for us to use.

Changes to this privacy notice

From time to time we may change this privacy notice. If there are any significant changes we will post updates on our website, applications or let you know by email.

How to contact us

We welcome feedback and happy to answer any questions you have about your data. Please feel free to call us on 028 276 66879 or email us at [email protected]

This privacy policy was last updated on April 2018 in accordance with GDPR regulations for 25th May 2018.

Seacoya Group Ltd trading as Christies Direct

Registered Company Number: NI056224

UK VAT Number: GB 516 8848 11

Helpful Information

Shipping and Delivery

Information for all Country Deliveries

Dispatch

We endeavour to dispatch all orders received before 12 midday on the same day (Excluding weekends). Orders placed after 12 midday will leave the following day. The courier services we use operate Monday - Friday only.

United Kingdom Mainland Courier service

We use a 48-hour delivery service to UK mainland. We ask customers to wait 3-4 days before contacting us if not delivered. If you need a faster service (1 working day) please contact our sales team before placing your order online. If your order needs to go on a pallet (table, bath, cages etc..) we will contact you before dispatching to go through the pallet delivery procedure and confirm a suitable delivery day.

N. Ireland & Ireland Courier Service

We use a 24-hour courier service. We ask customers to wait 3 days before contacting us if not delivered. If your order needs to go on a pallet (table, bath, cages etc..) we will contact you before dispatch to go through the pallet delivery procedure and confirm a suitable delivery day.

Europe & ROW Courier Service

In most cases for international deliveries, we use DHL or FedEx couriers. We endeavour to deliver shipments within an estimated 7 working days; however this varies depending on location.

Customs & Import Charges

We are not liable for any customs & import charges your country puts on imports. We recommend checking with your Government border & Imports departments before placing orders, to check what charges may be incurred and what restrictions your country may have against certain goods. Please also note the website will automatically calculate your postage for international orders. In some cases, the postage may be incorrect. If this is the case, we will contact you before shipping the goods.

General Information

The website updates stock every 15 minutes to make sure that in most cases, the items you order will be in stock. However, in the event of an item being out of stock, we will contact you regarding this and give you an option to cancel or replace with an alternative.

Please note our office business hours are Monday to Friday 9am to 5pm, all order placed at the weekend will be processed and dispatched on a Monday.

Once your order has left our warehouse, the responsibility for them passes onto the carrier. However, we constantly monitor our carrier’s performance, so that you are assured of the best service at the most competitive rate. Damages and shortages must be notified within 24 hours. We also recommend that when signing for parcels, customers sign for the parcel as unchecked or damaged (if damaged) so that in the unlikely event there is a problem we can resolve this quickly and effectively.

Special note

Please inform us, when ordering, if there will be no one available at your address to sign for goods when they arrive, as our courier will not deliver without a signature. If you miss the courier, please refer to your tracking link for details of what will happen next. Your cooperation in this would be much appreciated.

Returns and Refunds

Returns Information

UK & Ireland

In the unlikely event that you are dissatisfied with your purchase, please follow our simple returns procedure. Contact us within 30 days, giving details of the product and when purchased. All items must be unused and in a fit condition for resale. Always keep your invoice as this is your proof of our guarantee for those items which have a warranty. If you return an item you are not pleased with, or which is faulty, or which has been damaged in transit, the item must be returned to us in its original packaging and original condition.

Please note all Books & DVDs have a no return policy unless faulty and Scissors and Blades have a 14-day return policy.

Genuinely faulty goods will be credited in full for the item.

Returns cannot be considered after 30 days from the date of purchase.

Christies Direct Customer Service believe in customer confidence. We work hard to achieve our high ratio of return sales. Therefore we guarantee you satisfaction or your money back.

When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage for the return parcel. We strongly recommend you send it a recorded post. If you are returning an item as a result of a mistake by Christies Direct or for a faulty item, we will refund the cost of postage for the returned item(s).

Our returns period is 30 days. Return of goods is the buyer's responsibility and at the buyer's own cost. Please ensure that item if sufficiently packaged as we are not responsible for any damage which could occur in transit. We recommend larger items such as baths and tables should be returned to us using a pallet transport service. Provided the goods are in their original condition and packaging and unused, we will issue a refund within 7 days of the item being received by us. This refund will be issued to the original method of payment.

International Returns

We offer a 30 day returns policy on international orders, provided the goods are in an unused condition and fit for resale, International returns will not be applicable for a replacement or exchange. Returned goods will be refunded. If a product is found to have a genuine manufacturing fault, we will require the goods to be returned to us in the original packaging. If upon assessment a returned product is deemed to be faulty as a result of user error or wear and tear, we reserve the right to refuse a full refund and/or postage costs.

What's the cost of returning?

When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage of the return parcel. We strongly recommend you send it recorded post. If you are returning an item as a result of a mistake by Christies Direct or for a faulty item within 30 days, we will refund the cost of postage for the returned item(s).

When will I get my refund?

Provided the goods are in their original condition and packaging and unused, we will issue a refund within 7 days of the item being received by us. This refund will be issued to the original method of payment.

Can I exchange my product(s)?

Goods returned within 30 days that are unused and in their original packaging can be exchanged. Please print and detail on the returns form which items you would like to exchange. To find our returns form click here.

Please note exchanges are applicable for UK and ROI orders only. International returns will receive a refund.

How may days do I have to return my order?

Our returns period is 30 days from purchase. Faulty scissors must be returned with 7 days and faulty blades must be returned within 14 days. We are unable to accept returned books, dvds and hygiene products.

Ordering and Payment

Online Ordering & Payments

When will I be charged?

When placing your order online you will be charged when this order has been recieved by us. You will receive a confirmation email from ourselves.

Do I need to create an account to buy from your online shop?

No, you can checkout as a guest. However, we would advise creating an account as this then allows you to track the progress of your order and you can save your details for any future orders.

Can I get a VAT invoice?

If you have a valid VAT number, we can add this to your account manually so you are not charged VAT on any of your orders. Email: [email protected] or Phone: 02827666879 Please inform us of you VAT number before placing your order, so you can recieve VAT exempt pricing. Which payment methods do you accept? We accept most major credit/debit cards, including Mastercard, Maestro & Visa. You can also checkout via PayPal.

Can I cancel my online order?

We accept most major credit/debit cards, including Mastercard, Maestro & Visa. You can also checkout via PayPal.

Can my delivery and billing address be different?

Yes, you can enter a different delivery address when paying via credit or debit card. However, please ensure the billing address entered matches that of the card you have used. If paying via PayPal the delivery address will be linked with the delivery address on your PayPal account. You may need to change this on your PayPal account before placing this order.

Why is my online order cancelled?

Unfortunately we may have to cancel an order due to a number of reasons such as; shipping retrictions, suspected fraudulent activity, stock levels or if we are unable to contact you in regards to an issue with your order. We will to contact you via email prior to cancelling any order.

Can I pre-order or reserve a product?

Unfortunately, we are unable to reserve or take pre-orders for any items on our website. However, if an item is out of stock you can set up a stock alert, you will then be notified by email when this item has been restocked. You can do this by clicking 'Request stock alert' on the product page of the item.

What emails will I receive regarding my order?

You will receive the following emails in regards to your order: Order confirmation email- to acknowledge we have successfully received your order. Order Dispatch email- containing your Track & Trace code. Order Invoice email- to confirm the details and amount paid for the items in you order.

Will I receive a copy of my invoice?

Yes, once your order has been invoiced by ourselves we will send a copy of your invoice to the email address provided when your order was placed. If you have paid via PayPal this will be the email address that your invoice is sent to.

How do I know if my order is processed?

You will recieve an email from ourselves once your order has been dispatched from our warehouse. Please be aware that in some cases this may end up in your 'spam' folder.

Where can I find my order number?

You can find your Order Number/ID on all of the documentation and emails that we will send you. You can also log in online to your account and in the Order History section of your account you will be able to find the Order IDs of all your previous online orders.

Account and Newsletter

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Products

Advice hub

Content to help you grow

Professionals

Are you considering purchasing some new clippers, wanting to learn more about an Asian Fusion groom or anything in between? Read through of our great blog posts to get advice on business, advanced grooming tips and tricks or information about seminars and events happening soon with Christies Direct!
 Our brand ambassadors and Christies Team have knowledge and experience on all aspects of dog grooming and running your business, so it is a great resource to have at your fingertips!

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Students

Are you just starting out as a groomer? We can’t wait to be a part of your journey and we are always here to help. We have lots of resources available, so you can hear first-hand from our Christies brand ambassador team who have all been there, done it and got the t-shirt!

We have everything from advice on starting your business, to ‘Days in the Life’ of professional groomers to give you a real insight into the industry and how you can set up a successful business.

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Pet Owners

We’re guessing you are here because you either need advice on products to groom your dog with, or you need the actual products themselves.

Our articles showcase lots of different products and compares them with other brands, and we have some great information on home grooming tips and tricks for your dog’s coat type. So, whether this is your first pup or you have an army of pooches ready to be groomed, you will find an article to help get you started at the touch of a button.

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Noise and Dogs: How Groomers Can Create a Calmer, Happier Grooming Experience

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