FAQs

Got a question? We've answered the ones we hear most below. If you can't find what you're looking for, email us at ritchuna@outlook.com and we'll be happy to help.

Orders

How do I know my order has been placed?

You'll receive an order confirmation email once your order has been received. Please check your junk folder if it doesn't arrive.

Can I change or cancel my order?

Please contact us as soon as possible with your order number. We'll do our best to make changes or cancel it before it's dispatched. If it has already been sent, you can still return it once it arrives. See our Returns policy for details.

I entered the wrong delivery address. What should I do?

Email us straight away with your order number and the correct address. We'll do everything we can to help, although changes may not be possible once an order is on its way.

Delivery

How long will delivery take?

Estimated delivery times are shown at checkout and on product pages where available. Occasionally deliveries can be affected by things outside our control, such as courier delays, and we'll let you know if there's a significant delay.

How much is delivery?

Any delivery charges are shown clearly at checkout before you pay.

Why has my order arrived in more than one parcel?

Some of our products are sent from different suppliers, so items from the same order may arrive separately and on different days. You won't pay extra delivery just because your order arrives in more than one parcel.

Can I track my order?

Where tracking is available, we'll email you tracking details once your order has been dispatched. It can take a little while for tracking to become active.

My order hasn't arrived. What should I do?

If your order hasn't arrived within the estimated delivery time, please email us with your order number and we'll look into it for you. Read our full Delivery policy for more information.

Returns and refunds

Can I return something?

Yes. You can cancel most online orders within 14 days of receiving them, without giving a reason. Just let us know within that time, and you then have a further 14 days to send the item back.

How do I start a return?

Email us at ritchuna@outlook.com with your name, order number and the item you'd like to return. We'll send you return instructions. Please don't send items back to a supplier address without hearing from us first.

Who pays for return postage?

For change-of-mind returns, return postage is paid by the customer. If an item is faulty, damaged, incorrect or not as described, we'll sort out the return for you.

My item arrived damaged or faulty. What should I do?

We're sorry! Please email us as soon as possible with your order number and photos of the problem, and we'll put it right.

How will I be refunded?

Refunds are normally made to your original payment method. Find out more in our Returns policy.

Our products

How do I choose the right product for my pet?

Check the product description for sizing, materials and care information. If you're still unsure, send us a message and we'll help you find the right fit.

Are your products safe for my pet?

Please always follow the instructions supplied with each product, check that it suits your pet, and supervise your pet where appropriate. If an item looks damaged, don't use it and contact us.

Still need help?

Email us at ritchuna@outlook.com. We aim to reply within 1–2 business days.