Knowledge Base

Here you can find everything you need to know about shopping with us. For anything else please don’t hesitate to get in touch – we love a chat!

Orders & Payment

How do I place an order?

You can place an order entirely online. Once you’ve found a product you like press the ‘Add to Basket’ button, and if there’s nothing else you need you can proceed directly to the checkout.

Can I amend an order?

We strive to process and deliver every order as quickly as possible, so we can only modify orders after they’ve been placed in exceptional circumstances.

Can I cancel my order?

We’ll be able to cancel your order if it has not yet been shipped or packed – please contact us immediately, as we like to work quickly!

What payment methods can I use?

We accept all major Debit and Credit cards (Visa, Maestro, MasterCard and American Express), PayPal, Google Pay, Apple Pay and Pettable gift cards to make shopping as convenient as possible.

All our payment methods are fully secure.

Do you offer finance?

Sorry, we don’t currently offer finance.

Using a gift card or discount code

If you’ve got a gift card or discount code to use then simply enter your code on the basket page and click ‘apply’!

Shipping & Delivery

When will my order arrive?

We aim to dispatch all orders as quickly as possible, and the vast majority of orders will arrive within 5 working days.

If you’re shopping with us during a particularly busy period, or are requesting delivery to a remote location, we may require more time to get your order to you. If this is the case we’ll strive to inform you when purchasing.

Can I track my order?

When your order leaves us we’ll send you an email which usually includes the courier name, the tracking number and a link to their tracking service which will allow you to follow your parcel in real time.

Please note that small items may alternatively be dispatched by Royal Mail which is an untracked service.

What shipping methods do you use?

We do not hold binding contracts with any of our delivery partners, allowing us to pick the best solution for each order at dispatch. The majority of orders will be sent with major UK couriers for peace of mind.

Occasionally, we may also send small items by Royal Mail which is an untracked service.

How much does delivery cost?

Our standard delivery costs £4.99 for orders below £25, and is FREE for orders exceeding this amount. There may be additional fees if your order contains oversized or fragile goods.

We’re sorry – we’re unable to offer our free delivery promotion if you live in an exquisite, remote, or island location. A fixed rate will apply to these areas at all times. See “Where do you deliver?” for more information.

Where do you deliver?

We aim to provide a service to all parts of the UK, however there are some locations that will incur additional fees imposed on us by our delivery partners.

These will be shown at checkout before completing your order, and apply to the following areas:

Aberdeen (AB37-38, AB55-56) Northern Ireland (All) Falkirk (FK17-21)
Guernsey & Jersey (All) Hebrides (All) Isle of Man (All)
Inverness (IV)(All) Kilmarnock (KA27-28) Kirkwall (All)
Paisley (PA20-80) Perth (PH19-50) Isle of Wight (PO30-41)
Shetland Islands (All)

If you’d like us to deliver outside of the UK, please contact us.

We’re unable to deliver to PO boxes or BFPO addresses.

Can I change my delivery address?

If you choose to create an account with us, the address you provide at checkout will be saved for future use. You can then add or delete delivery addresses in your Account pages.

Returns & Refunds

I’ve changed my mind

No problem! You need to get your products back to us within 28 days – simply follow the return instructions below. Your items must be unused and in saleable condition.

If you’d like to discuss your return or request an exchange, please contact Us.

Please note some products are excluded from our returns policy – these are detailed in the Exclusions section below.

How do I return an item?

It’s easy! Just follow these steps:

  1. Package up your items securely and include the delivery note that came with your order. If this is not possible please write your name, email address and order number on an enclosed note so we can identify your return when it arrives.
  2. Send the package with sufficient postage to our premises – Pettable, 28 Martello Drive, Hythe, Kent, CT21 6PH. We’d recommend a recorded delivery service when returning items as we’re not liable for any loss or damage whilst in transit.
  3. We’ll inspect your return and take the appropriate action. We may contact you to confirm the reason for return if we haven’t heard from you.

If you’re returning an item because of a change of mind, we will only refund the cost of the item itself. Any free gifts must also be returned with your purchase.

Please note some products are excluded from our returns policy – these are detailed in the Exclusions section below.

An item is incorrect or missing

Please accept our apologies if we’ve made a mistake. Contact us within 3 days of delivery and we’ll take steps to make it right.

An item is damaged or faulty

Please contact us as soon as you become aware of a fault or defect with the products you’ve received, and in any case, within 3 days of receiving the goods. We may need to arrange for collection and inspection of the goods before we can issue a replacement.

If your package arrives visibly damaged please do inspect the contents before accepting your delivery. If this is not possible please ensure the damage is noted on the courier’s signature terminal (where applicable), and contact us as soon as you are able. We’d be grateful if you could take photographs of the packaging as this will allow us to claim for damages from the courier company.

How long will my refund take?

We will process your refund as quickly as possible once the items are received back with us (or, in specific circumstances where photographic evidence has been provided and a return is not required).

Most card providers will credit your account within a 2-5 day timeframe, however some banks may require 30 days.

Exclusions

Some items are non-refundable. These include:

  • Gift cards
  • Personalised products, such as ID tags
  • Perishable goods, such as pet food
  • Products excluded for hygiene reasons, such as muzzles
  • By law, we’re unable to accept returns of medicines including flea products and wormers

Exclusions will be detailed on individual product pages.

Please see ‘5. Cancellations, returns, refunds and substitutions’ in our Terms & Conditions for more returns information.

My Account

How do I create an account?

It’s easy! Simply follow the steps here, or tick the box during the checkout process and your details will be stored for next time.

What are the benefits?

Creating an account allows you to earn PetPoints, save your wishlist and enjoy a speedier checkout in the future.

You can also view previous orders, track your deliveries and gift card balances and update your details all in one place!

How do I change my password?

Clicking here will take you to your account area where you can update any of your existing information, including your password.

What are PetPoints?

PetPoints are our rewards system – earn points for things like purchases and writing reviews and you can redeem them for a discount on a future order!

Once you’ve reached 100 PetPoints you’ll have the option to claim your discount during the checkout process.

Is my personal data safe?

Absolutely! We stand by our strict privacy and security standards, and employ many security precautions in order to ensure you have a safe and enjoyable experience shopping with Pettable.

Please browse our Privacy Policy for more information.

Our Products

Is this product suitable for me?

We strive to provide as much information about our products and their suitability, however sometimes we know you’ll have questions that remain unanswered.

Please contact us and one of our experts will be all too happy to help.

An item I want is out of stock

We’re sorry! Please contact us and we’ll do our best to answer any questions regarding availability.

I’m shopping for a gift

If you’ve got someone in mind but can’t decide, we offer Gift Cards – so you can nail that perfect present.

Can I purchase gift vouchers?

Sometimes no choice is the best choice! You can customise our Gift Cards to suit your budget.

We’ll process your order and deliver your gift card straight to an inbox of your choice, making them ideal even as a last minute buy!

Do you have any special offers?

We run frequent promotions throughout the year to ensure you always find good value here at Pettable.

Have you considered signing up to our newsletter on the home page? We often send out exclusive discounts!

Everything Else

Contact us on Facebook

You can find us on facebook here – facebook.com/pettableuk.

Alternatively, click here to start a chat with us on messenger right away!

Contact us on Twitter

You can Tweet us any time – it’s twitter.com/Pettable_UK.

You can also go straight to the direct messaging screen by clicking here!

Send us an email

Our email address is hello@pettable.co.uk.

From recommendations to refunds and everything in-between – we’re all ears!

Write to us

If the above options aren’t suitable and you don’t require an immediate response, you can write to our registered office at:

Lemon Retail Ltd, 28 Martello Drive, Hythe, CT21 6PH.

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