Delivery, returns & refunds

Delivery

• • We currently ship to the United Kingdom only.
• • Standard tracked delivery is £2.99, and delivery is free on orders over £39.
• • Most orders are dispatched within 1–2 working days, which is already included in the estimate you see. Most items arrive within 6–7 working days of ordering — 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 on us. Start the return in your account and we’ll send a prepaid Evri label to print — drop it at any ParcelShop. Nothing to pay, and it’s tracked the whole way.
• • 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.

How to cancel (your right to change your mind)

You have 14 days from the day the goods reach you to cancel, without giving any reason. Just tell us clearly that you're cancelling — an email to hello@giddypets.co.uk with your order number is enough, and it's the quickest way. You don't have to use the form below, but you're welcome to: copy it, fill it in and email it to us.

• • Send the goods back within 14 days of telling us, using the prepaid label we send you. We cover the postage, including a change of mind.
• • We refund within 14 days of the goods reaching us — or, if sooner, of you showing us proof that you've sent them — to your original payment method.
• • The refund includes the standard outbound delivery you paid; if you chose a costlier option, we refund the standard rate.

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. The cost of sending it back to us is always ours.

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.

If we've got something wrong and you want to complain properly, our complaints procedure sets out how we handle it, how long we take, and where you can take it if we still can't sort it out between us.