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Shipping & Returns

📦 SHIPPING INFORMATION

Delivery Options

 

We offer two shipping methods to suit your needs:

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🆓 DHL Free Shipping

  • Cost: FREE

  • Estimated Delivery: 4-12 working days

  • Tracking: Full tracking provided

  • Coverage: All UK addresses

 

⚡ DHL Express Shipping

  • Cost: £3.00

  • Estimated Delivery: 2-8 working days

  • Tracking: Full tracking provided

  • Coverage: All UK addresses

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Please note: Delivery times are estimates and begin from the dispatch date. Whilst we work with reliable couriers, occasional delays due to customs processing or unforeseen circumstances may occur.

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Processing Time

 

Orders are typically processed within 1-3 working days. During peak periods (holidays, sales events), processing may take slightly longer. You'll receive a dispatch confirmation email with your tracking number once your order ships.

 

Tracking Your Order

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Once dispatched, you'll receive:

  • Email confirmation with tracking number

  • Link to track your parcel in real-time

  • Estimated delivery date

 

You can also track your order anytime through your account on our website.

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Delivery Coverage

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We deliver throughout the United Kingdom, including:

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  • England, Scotland, Wales, Northern Ireland

  • Scottish Highlands and Islands

  • Remote and rural areas

 

Remote locations may experience slightly extended delivery times due to courier routing.

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Import & Customs

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As our products are sourced internationally, please be aware:

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  • Items may pass through UK customs

  • VAT is included in our prices where applicable

  • You won't face unexpected customs charges

  • Slight delays may occasionally occur during customs processing

 

Missing or Delayed Orders

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If your order hasn't arrived within the expected timeframe:

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  1. Check your tracking information for updates

  2. Contact us at [email] with your order number

  3. We'll investigate with the courier immediately

  4. We'll work to resolve the issue or arrange a replacement/refund

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Your satisfaction is our priority.

🔄 RETURNS POLICY

Our Promise

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We want you and your pet to love every purchase. If you're not completely satisfied, we offer a straightforward returns process.

30-Day Return Window

 

You have 30 days from the date of delivery to return items for:

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  • Full refund

  • Exchange (subject to availability)

  • Store credit

 

Return Conditions

 

Items must be:

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  • ✅ Unused and in original condition

  • ✅ In original packaging with all tags attached

  • ✅ Accompanied by proof of purchase

  • ✅ Free from pet hair, odours, or damage

 

For hygiene reasons, we cannot accept returns of items that have been used or removed from packaging (unless faulty).

 

Faulty or Incorrect Items

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If you receive a faulty or incorrect item:

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  • ✅ We'll arrange FREE return collection

  • ✅ Full refund or replacement provided immediately

  • ✅ No questions asked

 

Please contact us within 7 days of delivery with photos of the issue.

 

How to Return an Item

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  1. Contact Us: Email [email] with your order number and reason for return

  2. Receive Instructions: We'll provide a return address and any necessary documentation

  3. Package Securely: Return item in original packaging, well protected

  4. Ship: Use a tracked postal service (keep your receipt)

  5. Confirmation: We'll email once we receive your return

 

Return Shipping Costs

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  • Faulty/Incorrect Items: We cover all return costs

  • Change of Mind: Customer responsible for return postage

  • Damaged in Transit: We cover all costs and provide replacement

 

We recommend using a tracked service as we cannot be held responsible for items lost in return transit.

 

Refund Processing

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Once we receive and inspect your return:

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  • Refunds processed within 5-7 working days

  • Funds returned to original payment method

  • Allow 3-5 additional working days for your bank to process

 

You'll receive email confirmation once your refund is issued.

 

Non-Returnable Items

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For health and safety reasons, we cannot accept returns of:

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  • Opened food or treats

  • Personalised/customised items

  • Items marked as final sale

  • Gift cards

 

Exchanges

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We're happy to exchange items subject to stock availability. Please contact us to arrange an exchange—we'll guide you through the process.

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Questions?

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If you have any questions about shipping or returns, we're here to help!

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📧 Email: support@pawsuniqueuk.com

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⏰ Response Time: Within 24 hours (Monday-Friday)

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Last Updated: May 2026

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