DELIVERY + RETURNS
Delivery & Returns
Order Processing:
Please allow up to 2 working days for orders to be processed. This can extend up to 5 working days during busy periods and holidays.
Delivery Prices/Times:
Our shipping to the EU, UK & Ireland is tracked and inclusive of duties and tax. You will receive confirmation of your tracking number once your order has been shipped.
Orders are processed and shipped Monday to Friday between the hours of 9AM and 5PM GMT. This excludes weekend days and public holidays.
UK, IRELAND & EU DELIVERIES:
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UK&I/EU DELIVERY (3-5 working days): FREE UK&I/EU DELIVERY when you spend over 25 GBP otherwise
7.00 GBP.
What happens if I am not home when they deliver?
FexEx Courier
The courier will leave a card if no-one is at home to accept the package. If the order is not delivered on the first try, the courier will attempt to re-deliver. After two attempts, the courier will return the package to us.
Where can I find my tracking number?
You will be sent your tracking number via email once your order is processed and dispatched.
What should I do if my order has not arrived?
If your order has not arrived within 7 working days of the dispatch date please drop us an email on hello@wearepetly.com
We cannot be held responsible if the address provided at checkout is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure delivery to the correct address. If you have provided the incorrect address, please email us hello@wearepetly.com as soon as you can with your order number and correct shipping address.
Please note, once your tracking number shows that your parcel has been delivered, you will need to contact the courier company (FedEx) to get a reference number before we can look into organising a replacement.
If your order has been delivered, and
How can I return my item?
We want our customers to be happy with their purchase and would like to make a return, you can do so within 30 days of the delivery date.
This period is extended to 45 days for Christmas orders.
To return your order please send us an email (hello@wearepetly.com) with your full name and order number and we will provide you with the return details.
**Only products returned in perfect condition, free from pet hair and in their original packaging will be refunded or exchanged. Refunds and exchanges will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.**
Please note, we do not offer free returns. You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence.
Original postage costs will not be refunded unless an item is damaged/faulty.
When returning your item, we recommend you use tracked delivery otherwise we cannot be held responsible if the item goes missing on its return.
