Frequently Asked Questions
Frequently Asked Questions
Can't find what you're looking for? Email us at customercare@ukpethaven.com and we'll get back to you within 24 hours.
🚚 Shipping & Delivery
How long does delivery take?
UK standard delivery takes 4–9 business days from the date your order is dispatched — though many orders arrive sooner, often within 2–3 business days. Orders are processed within 1–3 business days before dispatch.
How much does delivery cost?
We offer free standard UK delivery on all orders over £30. For orders under £30, standard delivery is £3.99.
Do you ship internationally?
Yes! We ship internationally for £12.99. International orders typically arrive within 10–20 business days.
Why does delivery take 4–9 days?
Our products are carefully sourced from specialist suppliers to ensure quality. This means some items are dispatched directly from our supply partners, which can add a little extra time. We'll always keep you updated with tracking information.
Will I receive tracking information?
Yes. Once your order has been dispatched, you'll receive a confirmation email with your tracking details.
Can I change my delivery address after ordering?
Please contact us at customercare@ukpethaven.com as soon as possible. We'll do our best to update it before dispatch.
↩️ Returns & Refunds
What is your returns policy?
We offer a 30-day return policy on all orders. Items must be unused, in their original condition and packaging. We also honour the EU 14-day cooling off period.
How do I start a return?
Email us at customercare@ukpethaven.com with your order number and reason for return. We'll guide you through the process — no hassle, no fuss.
How long do refunds take?
Refunds are processed within 10 business days of receiving and approving your return. You'll receive a confirmation email when issued.
What if my item arrives damaged or faulty?
Email us at customercare@ukpethaven.com with your order number and a photo of the issue. We'll arrange a replacement or full refund promptly.
💳 Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal, Apple Pay, and Google Pay at checkout.
Can I use a discount code?
Yes! Enter your code in the "Discount code" field at checkout. Only one discount code can be applied per order. New customers can use WELCOME10 for 10% off their first order.
Can I cancel or amend my order?
Contact us at customercare@ukpethaven.com as soon as possible. We process orders quickly but will always try our best to help.
I haven't received an order confirmation email — what should I do?
Check your spam or junk folder first. If it's not there, email us with your name and order email address and we'll look into it.
🐾 Products
Are your products safe for pets?
Yes. Every product is selected with pet safety as a priority. We only stock products we'd be happy to use with our own pets.
How do I know which size to choose?
Each product page includes sizing guidance in the description. If you're unsure, email us at customercare@ukpethaven.com and we'll help you find the right fit.
📬 Contact Us
How can I get in touch?
Email us at customercare@ukpethaven.com. We aim to respond within 24 hours, Monday to Friday. Weekend messages are answered first thing Monday morning.