Frequently Asked Questions (FAQ) – Village Pets (UK)
1. Where do you ship?
We currently ship within the United Kingdom only. Orders with delivery addresses outside the UK are not accepted at this time.
2. What products do you sell?
Village Pets specialises in high-quality pet accessories, including durable collars, leashes, comfortable bedding, grooming tools, and innovative toys designed for the well-being of your pets.
3. What shipping options do you offer?
We offer Express Shipping within the UK. Estimated delivery time is 1–3 business days. Shipping costs are clearly displayed at checkout, and we offer free shipping on orders over £100.
4. How long does order processing take?
Orders are processed within 0–1 business day, Monday to Friday. Orders placed before 5:00 PM (UK Time) are usually processed the same business day.
5. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking details. Tracking information usually becomes active within 24 hours.
6. Can I change my delivery address after placing an order?
Address changes are not possible once an order has been dispatched. If you need to update your address, please contact us within 12 hours of placing your order.
7. What is your return policy?
We offer a 30-day return policy starting from the date you receive your order. Items must be unused, free from pet hair or stains, and in original packaging.
8. Who pays for return shipping?
For damaged, defective, or incorrect items, Village Pets covers the return shipping. For change of mind returns, the customer is responsible for return shipping costs.
9. Do you charge restocking or processing fees?
No. Village Pets does not charge any restocking, refurbishment, or processing fees.
10. How long do refunds take?
Once your return is inspected and approved, refunds are processed within 7 business days to your original payment method.
11. Do you offer exchanges?
Exchanges are available only for damaged, defective, or incorrect items. Please contact customer support before returning the item to arrange an exchange.
12. What should I do if my item arrives damaged?
Please inspect your order upon delivery. If your item arrives damaged or incorrect, contact us within 48 hours and include clear photos of the item and packaging so we can resolve the issue quickly.
13. Are your pet products safe for all breeds?
Yes. We select products that meet safety standards. We recommend checking the size and material specifications on each product page to ensure it’s suitable for your specific pet.
14. How can I contact Village Pets?
You can reach us at:
📧 Email: support@villagepets.uk
📞 Phone: +44 208 657 1791
Customer Support Hours: Monday–Friday | 9:00 AM – 5:00 PM (UK Time)