FAQs
How can I place an order?
Placing an order is simple. Browse our store, select the product you want, choose the required options such as size or colour, and click Add to Cart.
Proceed to checkout and follow the secure payment steps to complete your purchase. Once your order is confirmed, you will receive a confirmation email.
Can I modify or cancel my order?
Yes. You can request a modification or cancellation within 24 hours of placing your order.
Once an order has been processed or dispatched, we may not be able to cancel or modify it. Please contact our support team as soon as possible if you need assistance.
How long does shipping take?
Orders are usually processed within 0–1 business day.
Estimated delivery times within the United Kingdom:
Transit Time: 2 – 4 business days
Total Delivery Time: 2 – 5 business days
Delivery times may vary during busy seasons or due to courier delays.
Do you offer free shipping?
Yes. We offer:
Free Standard Shipping on orders over £50
For orders under £50, a £4.99 flat shipping fee applies.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with your tracking number and a link to track your delivery.
Tracking information usually becomes active within 24 hours.
What should I do if my item arrives damaged?
If your item arrives damaged or incorrect, please contact us within 3 days of delivery.
Email us at support@villagepets.uk and include clear photos of the product and packaging so we can resolve the issue quickly.
Do you accept returns?
Yes. We offer a 30-day return window for eligible items.
Returned items must be unused and in their original packaging. For hygiene reasons, some products such as opened pet food or used pet items may not be eligible for return.
What payment methods do you accept?
We accept secure payments through trusted providers including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
All payments are processed through secure and encrypted checkout systems.
Is my personal information secure?
Yes. Your privacy and security are very important to us. Our website uses SSL encryption to protect your information and ensure safe payment processing.
How can I contact Village Pets?
If you have any questions or need assistance, please contact us.
Village Pets
55 Limpsfield Rd
South Croydon CR2 9LB
United Kingdom
Phone: +44 2086571791
Email: support@villagepets.uk
Customer Service Hours
Monday – Friday
9:00 AM – 5:00 PM (GMT UTC+0)