Shipping & Returns
Shipping Policy
We are delighted to offer free shipping on all orders delivered within the United Kingdom. Our goal is to make shopping for your little rascal as simple and convenient as possible.
Orders are usually processed within 1–3 business days (Monday to Friday, excluding bank holidays).
You will receive a confirmation email once your order has been dispatched.
Standard delivery within the UK typically takes 3–7 business days after dispatch. Some remote areas, including the Scottish Highlands, Northern Ireland, and the Channel Islands, may experience slightly longer delivery times.
Your order may occasionally arrive in more than one parcel, as items may be dispatched separately to ensure the fastest possible delivery.
Where available, a tracking number will be provided by email once your order has been dispatched. Please note that, in some cases, tracking may be limited depending on the shipping service used.
Please ensure your delivery address is entered correctly at checkout. We cannot be held responsible for delays or failed deliveries due to incorrect or incomplete addresses. Any additional costs incurred for redelivery may be charged to the customer.
If your order arrives damaged, incomplete, or with the wrong items, please contact us within 48–72 hours of receipt with photos of the packaging and products so we can arrange a replacement or refund.
Return & Exchange Policy
We want you and your little rascal to be completely happy with every purchase. If something is not quite right, we are here to help, in line with UK consumer law.
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Change of Mind – Cooling-Off Period
As a UK customer shopping online, you have the legal right to cancel your order within 14 days of receiving your items, without giving a reason. You then have a further 14 days to return the goods to us. Please contact us within this period to initiate your return.
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Condition of Returned Items
Items must be returned unused, unopened, and in their original packaging, with all tags and labels intact and in a resalable condition. We are unable to accept returns of used, damaged, or soiled items unless they were received in a faulty or incorrect state.
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Items That Cannot Be Returned
For hygiene and safety reasons, the following items cannot be returned unless faulty: opened grooming products, visibly used bedding, food, treats and perishable goods, and any medicines or veterinary products.
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Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us as soon as possible (ideally within 7 days of receipt), including your order number, a description of the issue, and clear photographs of the product and packaging. Once the fault is confirmed, we will offer a replacement, store credit, or a full refund, including any original delivery charges, in accordance with your statutory rights.
Return Shipping Costs
If you are returning an item due to a change of mind, the cost of return postage is your responsibility. We recommend using a tracked and insured service, as we cannot be held responsible for parcels lost in transit. If we have sent you the wrong item or the product is confirmed as faulty, we will cover reasonable return postage costs or provide a prepaid return label.
Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method only. We do not process direct exchanges; if you wish to receive a different product, please place a new order once your refund has been issued.
This policy does not affect your statutory rights under UK consumer law.