Shipping and returns
Dispatch & delivery times
- Our standard delivery terms are next working day for UK mainland addresses
- Orders must be received before 12 noon to be delivered the next working day
- Saturday or Sunday delivery is only available for orders placed before 12 noon on a Friday
- Please note there is an additional charge for weekend deliveries
- Office opening hours - 8am - 6pm, Monday to Friday.
All of our products are shipped by DPD, who offer a great service. They will text/email you a 1hr delivery notification, which you can amend if needed. You can even leave special delivery instructions by filling out the comments section on your order form.
We don’t charge for delivery if you order more than £35 worth of goods, but we do unfortunately have to make a charge of £4.98 if your order is less than £35.
Please call us if you wish to discuss other delivery options.
For delivery addresses outside of Mainland UK there are additional charges as follows:
(For orders over £35 only the additional amount is payable. For orders under £35 the standard charge plus the additional is payable).
Scottish Highlands - £5.82 additional charge & 48hr service
AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scotland Islands - £12.30 additional charge & 48hr service
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Northern Ireland - £4.20 additional charge & 48hr service
All BT postcodes
Channel Islands, Isle of Man, Scilly Isles - £12.30 additional charge & 48hr service
Rep of Ireland-£6.90 additional charge & 48hr service
For orders outside of the United Kingdom please contact us on +44 1793 887555
Here at Pets' Kitchen we want you to be delighted every time you shop with us. If for whatever reason you are unhappy with your delivery, then please contact us on 01793 887555 and we will advise you how to proceed.
If any item of your order is damaged or not the item ordered, we will replace the item, providing the original product is returned to us within 7 days of delivery. This does not affect your statutory rights.
If you’d like to exchange a product, please return your order in its original condition, along with a note explaining the reason for return and your request for the new product you would like exchanged. Your card will be charged/refunded any difference in cost.
This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us, and in accordance with our Terms and Conditions.
If upon receiving your order you are dissatisfied for any reason whatsoever, and would like to return it and cancel your order, please send the product back in their original condition, and we will reimburse you for the full value of your order, less postage costs. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.
You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing, banking charges and the administration and labour incurred).
Should any item be returned back to us in a condition which we deem has been used/unfit for purpose, we will be unable to accept your request to cancel unless the item arrives damaged or it is proved to be faulty by our Returns department.
You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent, and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
Please send returned items to us here at Pets’ Kitchen HQ:
Pets' Kitchen Ltd, Unit 3 Callenders, Paddington Drive, Swindon SN5 7YW
Please ensure that the item/items are returned back to us in an unused condition - unless faulty or damaged - within 7 days of the date the item is delivered to you. For your protection we recommend that you use a recorded delivery service.