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.
During the Christmas period, all online and telephone orders received by midday on Friday 22nd December will be sent out prior to Christmas. Anything placed after this will be processed on the 2nd January 2018.
The office will be closed over Christmas – however, emails will be answered, where possible, from 27th to 29th December.
The final day for guaranteed Christmas delivery is Monday 18th December.
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.