All orders are shipped directly from our studio in Wrocław, Poland.
Once your order has been processed, you’ll receive a shipping confirmation email with a tracking number. Click the link in your email anytime to check your delivery status.
We ship with FedEx and InPost to ensure reliable, fast delivery.
Order Processing Times
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Standard processing: within 2 business days
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Peak periods or holidays: up to 5 business days
Orders are processed Monday to Friday, 9:00 AM – 5:00 PM (GMT+1).
Please note, we don’t dispatch orders on weekends or national holidays.
Shipping Costs & Delivery Times
We offer tracked shipping to the UK and Europe with all duties and taxes included — no hidden fees at checkout.
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UK & Europe Delivery: 4–7 business days after dispatch
You’ll receive a tracking email as soon as your order is on its way.
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Free shipping on orders over £45 / €50
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Flat rate of £4.99 / €5.50 for orders under that amount
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Carrier: Orders are shipped via FedEx
Shipping Within Poland
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Free shipping on orders over 150 PLN
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Orders under 150 PLN:
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13 PLN via InPost parcel locker (paczkomat)
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20 PLN via InPost courier
- Carrier: Orders are shipped via InPost
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InPost Shipping – EU Countries
We use InPost for deliveries to the following countries:
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Italy
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Luxembourg
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France
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Belgium
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Spain
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Netherlands
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Portugal
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Poland
For all remaining countries within Europe, are shipped via FedEx.
What if I’m not home at the time of delivery?
If you’re not available to receive your order, we recommend using InPost parcel lockers, which allow you to collect your package at your convenience.
If shipped via FedEx or InPost courier and no one is home, a delivery attempt note will be left. The courier will try again. After two unsuccessful attempts, the package will be returned to us.
Where can I find my tracking number?
Your tracking number will be sent to your email once the order has been processed and dispatched.
Please ensure your email address is correct at checkout to receive all order updates.
What if my order hasn’t arrived?
If your order hasn't arrived within 7 business days of dispatch, contact us at hello@wearepetly.com with your order number and name.
⚠️ Please note: We are not responsible for orders where the delivery address was entered incorrectly at checkout. It is the customer's responsibility to ensure all shipping information is complete and accurate. If you notice an error, email us as soon as possible with the correct address and your order number.
What if my tracking shows 'delivered' but I can't find the package?
If your tracking shows the order has been delivered but you haven’t received it:
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Contact the courier (InPost or FedEx) to request a delivery reference or proof of delivery photo.
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Then email us at hello@wearepetly.com if further help is needed.
Please note that we are not responsible for stolen packages once marked as delivered.
We want you to love your PETLY London purchase. If you’re not completely satisfied, you can return item(s) within 30 days of delivery.
How to Make a Return
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Email hello@wearepetly.com with your name, order number, and reason for return.
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We’ll reply with return instructions.
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Send your item(s) back as directed.
Return Conditions
To be eligible for a refund, items must be:
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New and unused
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Free from pet hair, odours, and signs of wear
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In the original packaging
Returns that don’t meet these conditions can’t be accepted.
Return Shipping
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Customer covers return postage, unless the product is damaged or faulty (please include photos in your email).
Refunds
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Processed within 5 business days of us receiving your return.
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It may take up to 10 business days to appear in your bank account (depending on your provider).
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Original shipping costs are non-refundable, unless the product is faulty or damaged.
Exchanges
We don’t currently offer direct exchanges.
To swap an item, return it for a refund and place a new order for the size/colour you need.
Sizing Help
Unsure about sizing? Check our Size Guide, which you can find on each product page or email hello@wearepetly.com with your pet’s breed, age, and measurements - we’re happy to recommend the best fit.
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