FAQ's
Product Information
How would i find more information about a product?
Each item has a product 'Overview of the product'. Click on the product you are interested in and more detailed information about the product will be displayed. On some occasions there may be further information available in the form of a video to view.
If you can't find the information you require on the product page you can always simply 'Contact us' and if our customer care advisors can't help we will speak to our buying or merchandising departments.
I can't a product i am looking for?
If you can't find the product using the menus on the website try using the 'Search magnifying-glass icon on the top right hand homepage.
Try searching with a particular word i.e.cat collar.
If you still cannot find a product then we are happy for you to 'Contact us' and we will check if the item is available to purchase or we will endeavor to find an alternative product we think will match your requirements.
Pay for an order
What method of payment can i use to place an order?
You can use Credit/Debit cars, PayPal, Shopify Pay, Apple Pay and GPay to pay for your goods.
Do i have to pay for the good before you will dispatch?
Yes all orders must be fully paid before we will dispatch the goods to you.
I need a receipt how do I get one?
We will send you a confirmation email once you have placed your order and this will include an invoice / receipt.
Can i collect my order in person?
Sorry we are an online only retailer and this isn't possible as your order may be despatched from different warehouses.
Placing an order
How do i place an order?
We ask you to complete the following simple steps to place an order:
- Add the items you wish to add to cart
- Checkout by clicking "Enter shipping address" button
- Go to secure payment
- Continue through our secure checkout function by entering your delivery address and email or phone number
- Finally we ask you to enter your payment details (please note all payments system are highly secured).
How secure is my website?
Website Security is as important to us as the security of your personal details will be to yourself.
Our website has a certified level 1 PCI DSS compliant. We take it very serious about securely protecting your personal information and payment details.
Basically, the extended SSL certificate means all sensitive information is handled by pages on our site prefixed "https:" which means this information is encrypted via SSL, protecting it from interception by unintended recipients.
What if i need to modify my order?
If you would like to add items to your existing order, please place an additional order. We do not store your payment information so we cannot change the order at that time.
How do i cancel my order?
If you wish to cancel your order we will give you a 2 hours window to email us to let us know you wish to cancel your order and process your refund. Please note we are unable to cancel your order after 2 hours.
Do you ship outside of the UK?
We sure do! However, we are not responsible for customs charges that may occur. Customs may charge their own fees which are not associated with our shipping cost. Please note not all products can be shipped outside of the UK. Refer to the description.
Dispatch
Will i receive an email advising that my order has been dispatched?
Yes you will receive an email advising that your order has been dispatched and providing your tracking reference and link to the courier tracking system.
Why have i not received my email confirming that i have placed my order?
We send emails automatically as soon as any order is placed, from experience we have found that a very small number of these emails may have gone into your junk folder so we would ask you to check there firstly. If it is there you can mark it as a safe sender for the future. If the confirmation email isn't in any of your folders then you should Contact us will be happy to trace your order.
I ordered multiple items but only received one. Where is the rest of my order?
We work with multiple global partners so it can happen that your items are shipped separately this is to speed up delivery. Don’t worry you will get the items that you ordered.
Discounts
How is my discount calculated?
Our discounts are shown during the checkout process. You can click into your basket at any time to see which discounts have been applied.
Do i need to pay to return my online order?
You will be responsible for paying for your own shipping costs for returning your item to our UK address. Shipping costs are non-refundable.
Please see our returns policy at Returns policy for more information.
What is your refund procedure for online orders?
If goods are being returned to us in accordance with the Returns policy. We will action a refund upon receipt of the goods back into our warehouse.
What is your replacement procedure for online orders?