Shipping and Returns
Order Processing
Orders are processed and dispatched within 1–3 business days. During sales or busy periods, processing may take slightly longer. You'll get a confirmation email as soon as your order is on its way.
Delivery Times
Once dispatched, most orders arrive within 5–15 business days.
Some parcels arrive considerably faster than that, and a small number take longer — usually because of customs processing, carrier backlogs during peak season, or a more remote delivery address. These estimates are our honest expectation, not a guarantee.
Tracking
Every order ships with tracking. You'll receive your tracking number by email once your parcel is dispatched, so you can follow it the whole way.
Multiple Items, Multiple Parcels
If you order more than one item, they may arrive in separate parcels on different days — our products ship from different fulfilment centres depending on the item. This is normal.
Customs and Import Fees
For international orders, your parcel may be subject to customs fees or import duties depending on your country's rules. These charges are the customer's responsibility and are not included in the item price.
Delays
Occasionally things slow down — customs checks, carrier issues, high shipping volume around holidays. We can't always prevent it, but we can help. If your order is taking longer than the window above, contact us with your order number and we'll chase it up with our shipping partners.
Your Right to Cancel
If you're in the UK or EU, you have a legal right to cancel your order within 14 days of receiving it, for any reason at all — you don't need to give us one. This is your statutory right and nothing in this policy takes it away.
Beyond that, we give you a 30-day window from delivery to request a return or refund.
How to Start a Return
Email us at supportpettle@gmail.com with:
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Your order number
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What you'd like to return and why
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A photo, if the item arrived damaged, faulty, or isn't what you ordered
We'll review your request and reply within 1–2 business days with next steps.
You Usually Won't Need to Post It Back
Because our items ship directly from international fulfilment partners, sending a product back is often slower and more expensive than the product is worth. So in most cases we won't ask you to. Once your return is approved, we'll issue your refund or send a replacement — whichever you prefer.
Damaged, Faulty, or Wrong Items
If your order arrives damaged, faulty, or different from what you ordered, contact us within 7 days of delivery with a photo. We'll arrange a replacement or a full refund at no cost to you — no return postage, no argument.
Exchanges
We don't do direct product-for-product exchanges. If you want a different size or colour, the simplest route is to request a refund on the original order and place a new one for the item you'd rather have.
Refund Processing
Once your return is approved, we'll process the refund to your original payment method. It usually appears within 5–10 business days, depending on your bank or card provider.
Because our supply chain is international, please allow up to 14 business days for your request to be reviewed and resolved.
If Your Order Never Arrived
If your order hasn't arrived within the estimated delivery window in our Shipping Policy, get in touch. We'll open an investigation with our shipping partners first — and if the parcel can't be found, we'll refund you or send a replacement.
Items We Can't Take Back
For hygiene reasons, some items — grooming tools, feeding bowls that have been used, anything that has been in contact with your pet — can't be returned unless they arrived damaged or faulty.