FAQS – Frequently asked questions
How do I know if my order dispatched and how can I track my parcel?
Basic tracking available for every parcel, the parcel
tracking details are updated once the parcel has been posted out and sent to
you as an automated dispatch notice. Please check your spam folder just in case,
if you can’t find tracking details or your parcel not received, please let us
I don’t know if my order will be received on time shall I order?
If you have a last minute order, we will do our best to accommodate
your request, we can’t guarantee that we can comply with your required delivery
dates, but we will contact you soon as the order received and will let you know if
we can comply or propose an alternative delivery date or solution, please make
sure you check your email, spam folder as well and provide us with contact
number so we can call you to discuss your order if needed.
Do I receive an order confirmation?
Yes, you will receive an automated order confirmation
with both order reference number and payment reference number. We will also send you a manual order
confirmation upon we check your order, where we inform you about delivery dates
are accepted and when shall you expect the parcel to be dispatched. If you can’t
find the manual email confirmation please don’t worry, if we can’t take an
order we do contact customers by phone call and email.
I’m not sure if I ordered the correct products
You will receive an immediate order confirmation with full details of your purchase, if you feel you may ordered the wrong product please let us know by sending us an email with your order reference number so we can help you change the order accordingly.
How do I communicate if my pet has any allergies?
You can enter any allergies or dietary information at the comment section " about my dog" or drop us an email, we carefully check all comments for each order. If we need further information, we will send you an email, or give you a call please make sure you provide all contact details.
How do I cancel my order?
If you wish to cancel your order, we can accept cancelations free of charge if cancellation made in writing in 24 hours from the date you placed the order. If you leave the cancellation too late cancellation charges may apply. Where the parcel already posted out by the time you request cancellation further cancellation charges may apply.
Please let us know soon as possible if you wish to cancel your order in writing (by email) we can’t accept voicemails left on the answerphone as cancellation, apologies for the inconvenience in advance.
You will receive a cancellation acknowledgement in writing from the member of our team.
How quick do you process orders?
We aim to process orders in 1-3 business days depends on our schedule and the preferred delivery date. Plus an average 1-2 days calculated for delivery, so all in all we require a minimum of 7 days notice to process and deliver your order.
We are happy to take pre-orders freshly bake the order and post it to be received by the requested delivery date. Some orders take longer to process some orders we can process quicker, we will confirm each order in writing and let our customers know about delivery and process times.
We try to do our best to accommodate last minute urgent orders, if your order last minute or urgent please watch out for our confirmation email / phone call.
You can enter your preferred delivery date at the nominated section upon check out.
Return and refund policy
Please check T&C's for full policy .
How is my order delivered?
Our primary delivery company is royal mail, for express deliveries we use Parcel force and DPD.
Who do I contact if I have a problem with my order?
If you feel you have a problem with your order please be so kind and let us know soon as you receive the order. Please call us, or send us an email. Please note we can’t accept voicemails we will require an email if you can’t get through strait away to our customer service please.
Customer service is very important for us, we do attend and investigate every complaint and respond on any issue in reasonable manner and offer you a suitable solution accordingly in a timely manner.
How can I get my doggies photos on your website?
We love photos and we love sharing! If you happy to see
your pet being happy with our products please send us a photo or tag us on
social media, we aim to share your pet photo on our website if you wish