CAREssentials

Q: Where’s My Order?

If your order hasn’t arrived within 7 business days , email us at hello@wearepetly.com with your full name and order number. Our friendly Customer Care Team will look into it right away.

Q: How long does shipping take?

We offer tracked shipping to the UK and Europe with all duties and taxes included — no hidden fees at checkout. Poland: Delivery within 3 working days after dispatch UK & Europe: Delivery within up to 4 to 7 business days after dispatch You’ll receive a tracking email as soon as your order is on its way.

Q: Can I Cancel or Change My Order?

Yes — as long as you contact us within 48 hours of placing your order. Email hello@wearepetly.com and we’ll do our best to cancel or update it before it ships. If it’s already been processed, you’ll need to return the item(s) and place a new order.

Dear pet parent,

Thanks for choosing PETLY London - where style, comfort, and your pet’s wellbeing are always top of mind. To help you get the most out of your new accessories, here are a few gentle reminders to keep things safe, stylish, and long-lasting:

Fit Comes First

A perfect fit means safer, happier adventures. Double-check your sizing before use to make sure your cat or dog is comfy and secure.
Need advice? Email us at hello@wearepetly.com we’re always happy to help!

Check for Wear & Tear

All accessories age with time and play. Give your gear a quick once-over every so often. If you notice fraying, stretching, or damage, it may be time to upgrade to keep your pet safe.

Every Pet is Unique

Our accessories are designed for everyday wear — but we know some pets like to go the extra mile!

If your pet is a strong puller, chewer, or scratcher, this may shorten the product’s lifespan. Please note that we can’t offer replacements or refunds for damage caused by rough use.

Choose the Right Collection

SNUG.PUP: Soft, comfy, and perfect for small to medium pets or light use.
WONDER.WAG: Built for bigger breeds and more active pups who need extra durability.

Choose the collection that best matches your pet’s personality and play style.

Care for Your Gear

For long-lasting style, hand wash or on a hand-wash/delicate cycle with mild detergent at temperatures below 30°C. A little care goes a long way!

Just So You Know…

While we design with love and test with care, PETLY London isn’t legally responsible for how our accessories are used.
We update our care and safety tips regularly, so check back anytime for the latest advice.

Thanks for being part of The Petly Pack — we’re so happy to be on this journey with you and your four-legged friend.

With love and pawprints,
Team Petly 🐾

Need help?

Frequently Asked Questions

Order

Where’s My Order?

If your order hasn’t arrived within 7 business days, email us at hello@wearepetly.com with your full name and order number. Our friendly Customer Care Team will look into it right away.

How long does shipping take?

We offer tracked shipping to the UK and Europe with all duties and taxes included — no hidden fees at checkout.

Poland: Delivery within 3 working days after dispatch
UK & Europe: Delivery within up to 4 to 7 business days after dispatch

You’ll receive a tracking email as soon as your order is on its way.

Can I Cancel or Change My Order?

Yes — as long as you contact us within 48 hours of placing your order.
Email hello@wearepetly.com and we’ll do our best to cancel or update it before it ships.
If it’s already been processed, you’ll need to return the item(s) and place a new order.

Free delivery

On orders over £45 (UK) and €50 (Europe)

30 days returns

For peace of mind, we offer 30 day returns

Animal Rescue Support

Every order helps animals in need.

Secure payments

SSL-encrypted checkout.