Delivery and Returns

Delivery and Returns

We currently offer the following delivery options. All delivery prices are inclusive of VAT. All orders purchased on or before 1 pm will be dispatched the same day.

Royal Mail Free Standard shipping – 3-5 Working Days

Free standard shipping throughout UK mainland addresses on all orders up to 2kg shipped with Royal Mail 2nd Class. Orders over 2kg are shipped with UK Mail (DHL) standard delivery.

 

Additional Shipping Options

Royal Mail First Class 1-2 Days: £2.99

This option is only available on orders under 2kg and is available on all UK postal codes.

DHL Next Day Delivery: £4.99

Please note that this charge is for UK Mainland addresses only and any Scottish Highlands and Northern Ireland addresses will be subject to a further charge.

 

Delivery outside of Mainland UK: £10.99

All orders over 2kg purchased from the following delivery addresses will receive an additional charge of £10.99. All orders under 2kg will NOT receive the following charge.

  • Northern Ireland
  • Scottish Highlands/Offshore
  • Channel Islands
  • Isle of White
  • Isle of Man

 

Return Policy

It is unlikely that you are not going to be 100% satisfied with your order from us. However, in the event that you do wish to return the order back to us please read our returns policy below for all information on how to do so. You have 14 days from the date purchased to return the goods back to us.

Reasons for Returning:

  • Item arrived damaged (photos will need to be provided as evidence)

Please contact us through our website or via info@expresspetsupplies.co.uk to report any damages. All our products are packed by hand to ensure a good well-packed item that will avoid any damage whilst in transit. However in the event that orders are damaged beyond use then please read below to see how to return an order back to us as soon as you receive the order. If it exceeds the 14 day period for an order to be returned then we would be unable to process a return for any damages. We would be happy to replace this for you and cover the costs of both the order and the cost to return this back to us.

  • Wrong/incorrect Item received

Order accuracy is our main priority in the dispatch process of your order. However, in the unlikely event that you do receive the wrong item contact us and we would be more than happy to assist you and get the correct and reimburse you the cost of returning it back to us.

  • Exchange/Refund

If you are not entirely happy with the products that you have received from us then you can return them back to us and we would be more than happy to cover the postage cost as well as the cost of the product. In order to receive a full refund for the good, you have received all returns have to be in the original packaging and arrive back with us in the same condition, (unwashed/unused) as it arrived with you. We cannot accept returns of products that have been used for hygiene reasons. Please Note: Once your return has arrived back with us. It may take up to 14 days for the money to be refunded back into your account. All refunds will be credited onto the card or via the method you paid with. If for any reason we cannot refund to your account a cheque will be posted to the billing address provided.

  • How to Return?

When returning an order back to us for any reason, please enclose all of the details of why you are returning into the package. If you wish to have a refund or exchange the goods for something else. Pack all of the items securely into the box/parcel bag in which it arrived. For all returns, except for ‘faulty’ or’ wrong order received’ returns we do not cover the postage charge and you will be expected to pay the fee to return the product back to us. When returning any items we recommend that you keep proof of posting as evidence and show this to us in order to receive the refund for the postage fee.

Please Note: We do not accept any liability for returns lost/damaged in transit. When returning any items back to us you are responsible for the safekeeping of that item. Any damages of returned goods will be taken off the refund price. It is up to you the customer to ensure the package is securely packed prior to returning, we do strongly recommend repackaging items to avoid courier damage.  Please feel free to contact us for assistance if you are unsure about any of our returns policy or need assistance to see if you qualify as damaged or defective products.