Delivery & Returns
Delivery
Standard stocked products are usually dispatched within 2–3 working days.
Handmade or made-to-order products are usually dispatched within 3–4 working days. Personalised orders may occasionally take longer; if so, we will make the timescale clear before accepting the order.
Preparation time and carrier delivery time are separate. We will send a dispatch confirmation when your order is on its way. Delivery estimates can be affected by weekends, bank holidays and circumstances outside our control.
Standard UK delivery is free unless a different charge or service is clearly shown at checkout. We aim to deliver every order within 30 days unless another timescale has been agreed with you.
Changing your mind
For eligible products bought online, you may tell us that you wish to cancel within 14 days of receiving your order. You do not need to give a reason.
After telling us, you have a further 14 days to return the item. Please handle products only as you would in a shop. We may reduce a refund if unnecessary handling has diminished an item’s value.
Personalised and custom-made products
Products made to your specification or personalised especially for you cannot normally be returned simply because you have changed your mind.
This exception does not apply where an item is faulty, damaged, incorrect or not as described. Your statutory rights are not affected.
Faulty, damaged or incorrect items
Please contact us as soon as possible if your order arrives faulty, damaged, incorrect or not as described. Include your order number and photographs where these help us understand the problem.
We will explain the available refund, repair or replacement options. Where the item is faulty or we made an error, Designer Pets UK will cover reasonable return costs.
How to request a return
Email info@designerpets.co.uk or use our contact form. Please include your order number and tell us which item you wish to return.
Wait for our return instructions before posting anything. Please do not send returns to an address found elsewhere without confirming it with us first.
Return postage
For a change-of-mind return, you are responsible for the return postage cost. We recommend obtaining proof of postage and using a tracked service for higher-value items.
If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide another suitable return method.
Refunds
Eligible refunds will be made to the original payment method within 14 days of receiving the returned item, or earlier where you provide acceptable evidence that it has been sent back.
Where required, we will also refund the cost of standard outbound delivery. Any additional amount paid for an enhanced or express delivery service is not normally refundable.
Sale items and need help?
Sale items have the same legal rights as full-price items. The personalised or custom-made exception above still applies where relevant.
If you are unsure whether your item is eligible, please contact us. We would much rather help than leave you wrestling with policy wording.