Shipping policy

This Shipping Policy sets out the terms under which Pettlys ("we", "us", "our") will arrange delivery of orders placed through pettlys.com. We are committed to delivering your order in a timely and reliable manner. Please read this Policy carefully before completing your purchase.

1. Delivery Territory

We currently offer delivery to all addresses within the United Kingdom of Great Britain and Northern Ireland, including England, Scotland, Wales, and Northern Ireland. This includes deliveries to offshore postcodes (such as the Scottish Islands and Channel Islands), although extended delivery times may apply to such locations.

We do not currently offer international delivery outside the United Kingdom. If you require delivery to an overseas address, please contact us at support@pettlys.com and we will endeavour to assist you where reasonably practicable.

2. Order Processing

Orders are processed on working days, which are defined as Monday to Friday, excluding UK public holidays. We aim to process and despatch all orders within one (1) to three (3) working days of receiving payment confirmation.

Orders placed after 2:00 pm on any given working day, or orders placed on a weekend or public holiday, will be treated as having been received on the following working day for the purposes of calculating dispatch timescales.

During periods of high order volume, including promotional events and seasonal peaks, processing times may be subject to slight extension. We will endeavour to notify you of any material delays.

3. Delivery Options and Timescales

We offer the following delivery option to all United Kingdom addresses:

—Standard Delivery (Free of charge): Estimated delivery within five (5) to ten (10) working days from the date of despatch.

Delivery timescales are estimates only and do not constitute guaranteed delivery dates. Actual delivery times may vary depending on your location, the volume of orders being processed by our carrier, and other factors outside our reasonable control.

4. Delivery Charges

Standard delivery is provided free of charge on all orders to United Kingdom addresses, regardless of order value. No minimum order value applies in order to qualify for free delivery.

5. Order Tracking

Upon despatch of your order, you will receive an automated despatch confirmation email to the email address provided at the time of purchase. Where tracking is available for your shipment, this email will include a tracking reference number and a link to the relevant carrier's tracking portal, enabling you to monitor the progress of your delivery in real time.

6. Delivery Attempts

Our carrier will make reasonable attempts to deliver your order to the address specified at checkout. In the event that a delivery attempt is unsuccessful (for example, if no one is available to accept the delivery), the carrier will leave a notification card at the delivery address with instructions on how to:

—Arrange a re-delivery at a convenient time.

—Collect the parcel from a local depot or a designated collection point.

Parcels that are not collected or re-arranged for delivery within the carrier's specified holding period may be returned to us. In such circumstances, we will contact you to arrange re-delivery, which may be subject to an additional delivery charge.

7. Undeliverable Orders

If an order is returned to us as undeliverable due to an incorrect or incomplete delivery address provided by you, or as a result of unsuccessful delivery attempts, we will contact you to arrange re-despatch. We reserve the right to charge a re-despatch fee in such circumstances.

To avoid delivery issues, please ensure that the delivery address entered at checkout is accurate and complete, including any flat or apartment number, and a valid postcode.

8. Lost or Delayed Shipments

If your order has not been delivered within fifteen (15) working days of the estimated despatch date, please contact our Customer Services team at support@pettlys.com, quoting your order reference number. We will investigate the matter with our carrier and, where appropriate, arrange for a replacement order to be despatched or issue a full refund in accordance with our Returns and Refunds Policy.

We are unable to accept liability for delays that arise from circumstances beyond our reasonable control, including but not limited to industrial action, extreme weather conditions, natural disasters, or disruptions to carrier networks.

9. Damaged Goods in Transit

If your order arrives in a damaged condition, please contact us at support@pettlys.com within forty-eight (48) hours of delivery, enclosing photographic evidence of the damage. We will arrange a replacement or full refund at no cost to you, in accordance with our Returns and Refunds Policy and your rights under the Consumer Rights Act 2015.

10. Amendments to Delivery Address

Once an order has been submitted, we are unable to guarantee that we will be able to amend the delivery address. If you need to change a delivery address, please contact us at support@pettlys.com as soon as possible after placing your order, quoting your order reference number. We will make every reasonable effort to accommodate your request, but we cannot guarantee that amendments will be possible once your order has entered the fulfilment process.

11. Contact

For any queries relating to the delivery of your order, please contact our Customer Services team at:

Pettlys

Email: support@pettlys.com

Moreton Terrace, Pimlico, London SW1V 2NX, United Kingdom