Delivery, returns & refunds

Delivery

• • We currently ship to the United Kingdom only.
• • Standard tracked delivery is £5.99, and delivery is free on orders over £50.
• • Most orders are dispatched within 1–2 working days. Some items ship directly from our suppliers, so every product page shows a live estimated delivery date range for that item.
• • You'll get a tracking link by email as soon as your order is on its way. Full detail is on our delivery page.

Returns — the 14-day promise

If something doesn't click, you have 14 days from the day your order arrives to tell us you'd like to return it, and then 14 days to send it back. That's your legal right under the Consumer Contracts Regulations, and it's also just how we'd want to be treated.

• • Items should be unused and in their original condition (checking a bed, coat or harness fits your pet is fine; a chewed or visibly used item is not).
• • Return postage is at your cost, and we recommend a tracked service — the item is your responsibility until it reaches us.
• • For hygiene and safety reasons, opened food, treats, health items and anything used by a pet can only be returned if it's faulty.

To start a return, email hello@giddypets.co.uk with your order number and we'll send the return address and instructions the same working day.

Faulty, damaged or wrong items

Different rules — this one's on us. If anything arrives faulty, damaged or simply not what you ordered, email a photo to hello@giddypets.co.uk and we'll send a replacement or full refund including any postage — you won't pay a penny to fix our mistake. Your rights under the Consumer Rights Act 2015 are unaffected by anything on this page.

Refunds

• • Refunds go back to your original payment method.
• • We process them within 14 days of receiving your return (usually much faster), and your bank may take 3–5 days to show it.
• • The original outbound postage is refunded when you return a whole order within 14 days (standard rate), or when an item was faulty — but not for partial returns of change-of-mind items.

Questions

A human reads every email: hello@giddypets.co.uk. If you're mid-overwhelm and emails are hard, a one-line "order 1234, want to return, will explain later" is completely fine — we'll take it from there.