Our customer service team is always here to assist.
Common purchase queries answered
Orders and Shipping
We aim to process and despatch your order ASAP. All orders placed before 1.00pm GMT Monday – Friday are posted the same day. You will receive an email when your order has been dispatched. Please see shipping time HERE.
Depending on the delivery method selected, shipping times vary. To log into your account and see if your order has been dispatched please check HERE.
1. Go to www.petshopdirect.co.uk/my-account/ 2. Enter your email address and create password 3. Subscribe to our newsletter optionally 4. Click Register
You can change your shipping address as long as your order has not been already shipped. You can request to cancel the order HERE and we will do our best to prevent the order from being shipped.
Great news! All the orders are fully tracked. To track your order please enter your Order ID and press the “Track” button HERE.
We are VAT registered UK company, 20% is the standard rate included in the price on the goods you buy, unless the goods are exported outside the UK. Under UK VAT Law, VAT is due on all sales to private individuals where the goods will be taken to or delivered to an address.
If you need to swap an item
Returns and Exchanges
We offer full refund/exchange for the unused, unworn and unwashed items in original condition with all tags attached within 30 days of receipt. To return pet food, the item should be unopened and in its original packaging.
Full Returns T&C HERE.
If an error does occur receiving an incorrect item (type, size, colour) then we hold the right for the incorrect item to be sent back before we send the exchange one out. We refund postage and provide you with the prepaid shipping label in this only case. Full Returns T&C HERE.
If the parcel you receive contains damaged or defective goods please contact us via email or Customer Support page HERE. Please include photo of the goods and package received with damage evidence. We will offer you replacement at no extra cost to you, unless the damaged parcel have been delivered to a secure place/neighbour that we’ve been instructed by you to deliver to. Returns T&C apply. More information HERE.
If the item is not a fit or you simply changed your mind, you have 30 days to return your unused items or unopened packages in case of pet food/treats order. To process return as soon as possible please fill out the return form that you can find HERE and enclose the form with the returned item, alternatively send us the form via email. Returns T&C apply. More information HERE.
You can contact us via phone, email or simply by submitting your question or query in our contact form. All the contacts available HERE.
You can request to cancel the order HERE and we will do our best to prevent the order from being shipped. However, it is not always possible to stop an order once it has been placed. If your order has been dispatched, you will need to return the goods (see the information for Our Online Returns Policy in the returns section).
You can request to cancel the order HERE or contact us via email and we will do our best to change the shipping address. However, it is not always possible to stop an order once it has been placed. If your order has been dispatched, you will need to return the goods. Returns T&C apply. More information HERE.