Shipping & Returns

🚚 Shipping Information

Delivery Areas

We deliver throughout the United Kingdom:

• England & Wales: All postcodes covered
• Scotland: Including Highlands and Islands (see rates below)
• Northern Ireland: All postcodes covered
• Channel Islands & Isle of Man: Special rates apply

Shipping Options & Rates

Special Delivery Areas

Order Processing Time

• Orders placed by 2 PM: Dispatched same business day
• Orders after 2 PM: Dispatched next business day
• Weekend orders: Processed Monday morning
• Bank holidays: Orders resume processing next business day

Large & Heavy Items

Items over 20kg or bulky products (kennels, aquariums) may incur additional charges:

• Two-person delivery service available
• Delivery to ground floor only (stairs surcharge may apply)
• Customer must be present for delivery
• Additional charges clearly shown at checkout

📦 Order Tracking

Stay updated on your order every step of the way:

• Order Confirmation: Immediate email confirmation
• Dispatch Notification: Email with tracking number when shipped
• Live Tracking: Real-time updates via Royal Mail, DPD, or Hermes
• Delivery Confirmation: Notification when delivered
• Account Dashboard: Track all orders in your account

📋 Packaging & Handling

Secure Packaging

• All items carefully wrapped and protected
• Fragile items receive extra padding and "fragile" labeling
• Food items packed to maintain freshness
• Eco-friendly packaging materials where possible
• Discrete packaging for sensitive products

Temperature-Sensitive Items

Special care for perishable and temperature-sensitive products:

• Frozen/Refrigerated: Insulated packaging with ice packs
• Live Foods: Express delivery only, Monday-Thursday
• Medications: Temperature-controlled storage until dispatch
• Seasonal Restrictions: Some items not shipped in extreme weather

🔄 Returns Policy

30-Day Return Window

We want you and your pet to be completely satisfied with your purchase:

• Return most items within 30 days of delivery
• Items must be in original condition and packaging
• Include all original accessories and documentation
• No questions asked for items in resaleable condition

Returnable Items

Return Process

1. Contact Us: Email support@britpetshop.com
2. Return Authorization: We'll provide a return reference number
3. Package Items: Use original packaging if possible
4. Print Return Label: We'll email you a prepaid return label
5. Drop Off: Take to any Post Office or arrange collection
6. Processing: Refund processed within 5-10 business days

Return Shipping

• Our Error: Free return shipping via prepaid label
• Change of Mind: £4.99 return shipping fee (deducted from refund)
• Damaged Items: Free return shipping and full refund
• International Returns: Customer responsible for return costs

💳 Refunds & Exchanges

Refund Processing

• Refunds processed to original payment method
• Credit card refunds: 3-5 business days
• PayPal refunds: 1-2 business days
• Bank transfer refunds: 5-7 business days
• Refund confirmation sent via email

Exchanges

Need a different size or variant?

• Free exchanges for defective items
• Size exchanges subject to return shipping policy
• Colour/style exchanges treated as returns + new purchases
• Express exchanges available for urgent needs

🛡️ Damaged or Missing Items

What to Do

1. Take Photos: Document damage or missing items
2. Keep Packaging: Retain all packaging materials
3. Contact Us: Email support@britpetshop.com with order number and photos
4. Fast Resolution: We'll arrange replacement or refund immediately

Our Guarantee

• 100% satisfaction guarantee on all orders
• Free replacement for damaged items
• Full refund if replacement not available
• No hassle, no questions asked policy

📞 Customer Support