If you need help with your order, please don't hesitate to contact us at firstname.lastname@example.org or 020 7627 9228.
An answerphone operates 24 hours a day. Please leave your name and number and we will call you back within 48 hours to discuss your requirements.
We will usually return your call during office hours. Please bear this in mind when leaving your contact number.
A minimum packing and delivery charge of £3.00 applies to all postal orders unless otherwise stated. Gifts bought for our animals will not incur a packing or delivery charge. We use Royal Mail to deliver orders and aim to despatch goods as quickly as possible, but please allow up to 28 days for delivery. Unfortunately, we are unable to accept orders through the online shop for deliveries outside the UK mainland.
All sizes and weights are approximate. Supplies of goods are subject to availability. If occasionally an item is not available, a carefully selected alternative may be sent. If the substitute item is not acceptable please contact us within seven days to arrange for the return of the goods. A full refund will be issued. This does not affect your statutory rights.
If you are unhappy with the quality or value of any item, or if your purchase is damaged in transit, please return it to us within 14 days of receipt. We will be happy to replace it or offer a full refund.
We currently deliver to all UK mainland addresses with a Royal Mail postcode. For delivery outside the UK, please contact our retail department. Additional charges may apply.
Complaints and problems
If for any reason you are not satisfied with your order please contact 020 7627 9228 or email email@example.com. We endeavour to respond to all complaints within five working days.
If you wish to cancel your order for any reason you must do so within seven working days of receiving the goods. The cancellation period starts the day after the goods are received.
You may be asked to pay the cost of returning the goods but the original payment (including postage & packing) will be refunded in full within 30 days of cancellation.