Delivery & Returns

 

SHIPPING AND DELIVERY UK AND INTERNATIONAL

DELIVERY TIMES - UNITED KINGDOM

We know how important it is to our customers to receive their orders as quickly as possible. With every order, we make every effort to process your order within two working days. This means that, from the date of purchasing, most customers receive their order within 1 to 5 working days.  For more information on delivery times, please see the below charts.

ORDER TRACKING AND DELIVERY REQUIREMENTS

To assist you when it comes to the delivery of your order, all orders are now sent using either a barcoded Royal Mail delivery service or a fully tracked Parcelforce delivery service. If we have a tracking number for your order, this will be provided on your Order Details and emailed over to you using our automated service when your order has been dispatched.  

ROYAL MAIL

All orders sent with Royal Mail are sent using a barcoded delivery service. This means that Royal Mail will scan your parcel upon delivery, so we receive successful delivery confirmation for our orders.  

Should nobody be home at the time of attempted delivery, Royal Mail will endeavour to deliver this to a neighbour if a safe location has not been provided on the order.  If they are unable to do this, your parcel will be taken to your local Royal Mail Collection Office and you will be provided with a delivery card through your door advising of the next steps to either collect your parcel or rearrange delivery.

Please note, Royal Mail hold all undelivered parcels for a maximum of 21 days before returning these to us.  If your parcel is returned back to us, additional charges to which you are liable for may be incurred.  If you are experiencing any problems with your delivery or collecting your order please do not hesitate to contact us and we will do our best to assist.

UK MAIL

All orders sent with UK Mail are fully tracked. This means we can track your order from the moment it leaves our warehouse, to the moment it arrives at your door for successful delivery.  

Express delivery services often require a signature upon delivery, unless a safe location is provided on your order at the time of purchasing. UK Mail will endeavour to deliver your parcel to your address first, followed by a neighbours address after an unsuccessful attempt at delivery to the intended recipient. If you wish for your order to be “left safe”, please add a note to your order before checking out so we can add this information to the parcel for the courier.  

NB: Acceptable safe locations include garages, gated areas, porches, greenhouses, back gardens or similar.  Safe locations are adhered to at the delivery drivers discretion – if he/she does not believe a suggested location to be safe this request may be dismissed for the safety and security of the parcel in question.

If UK Mail are unable to successfully deliver your parcel on your scheduled day of delivery, they will take this to your local UK Mail delivery office and you will be provided with a delivery card advising of the next steps required for access to your parcel, allowing you to either collect or rearrange delivery on a date that suits you.

Please note, UK Mail will attempt to deliver your parcel over two consecutive days. If they are unsuccessful on both days, your parcel will be held for 5 working days before being returned to us. Should your item be returned to us, additional charges to which you are liable for may be incurred. If you are experiencing problems with your delivery or collecting your order please do not hesitate to contact us and we will do our best to assist.

DELIVERY CHARGES - UNITED KINGDOM

Our postal charges are based on the total weight of your order, calculated once you have added all required items to your basket. To help you make the most out of your postal charges, we have provided you with a full breakdown of our weight and postage charges below, applicable for all UK Mainland deliveries.

We currently do not offer delivery upgrades on our website.  If you wish to upgrade a smaller Royal Mail delivery to an Express Delivery service with UK Mail, please contact us once your order has been placed either by telephone or email stating your Order Number, so one of our team members can apply your upgraded postage and take the relevant payment.  

MY ORDER HASN'T ARRIVED YET. WHAT DO I DO?

If you haven’t received your order or order dispatch confirmation within 7 working days of you placing it, please contact us immediately so we can investigate this for you with our couriers. It may just be the postman has been held up delivering your order as there are unfortunately many factors that can delay mail, so please be patient. Whatever happens, we can resolve your issue. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

DELIVERY CHARGES - INTERNATIONAL

We are now able to offer worldwide shipment using our two trusted couriers.  Prices vary dependent on the weight of your order and your location.  For more information on International shipment please contact us at enquiries@purelypetsupplies.com stating your full delivery address and details of the products and quantities that you wish to order. Alternatively, International Postage is already set up on our website so you can add your items to the basket to be provided with an instant postage quote.

RETURNS AND DAMAGES UK CUSTOMERS

Each order we receive is as important as the other. That’s why we make sure we take care and attention with every product we package in the hope this arrives in perfect condition.  However, occasionally things can go wrong and it may result in your order arriving damaged or faulty, or just not suitable for you.

If you wish to return a product for whatever reason, please let us know within 14 days of ordering so we can arrange for a return on the relevant product.  To begin a return, we will require the following information.

CHECKLIST

  • Customer Name
  • Order Number
  • Item(s) to be returned
  • Reason for return
  • Return request (refund/exchange)

HOW LONG DOES IT TAKE TO GET A REFUND?

Returns are processed on a daily basis within our office, Monday to Friday 9am till 4pm.  We aim to process all returns within 48 hours of receiving them back ensuring all the relevant information is within the parcel, resulting in a refund or exchange depending on your request. Please note, refunds are subject to standard bank clearing times and dependent on the method of payment you have used and to which we have refunded, refunds may take up to 7 working days.

UK RETURNS

It can happen where you order an item and it’s the wrong size, it doesn’t fit or it’s simply no longer needed.  If you wish to return your item(s) for a full product refund due to any of the above reasons, please follow these simple steps below.

  1. Email us at returns@purelypetsupplies.com to notify us of your return using the checklist noted above.
  2. Once your return has been authorised you will be provided with an RMA number (Returned Merchandise Authorisation), which will allow our team to match your return up quickly and easily with your original order ready for a refund to be processed.  Please state this RMA number clearly within your parcel.
  3. Pack your item(s) to be returned and your RMA number up securely.
  4. Post your item(s) back to us at the address below.
  5. Your refund will be issued within 48 hours of us receiving your parcel back

OUR RETURN ADDRESS

Please post all returns to:

Purely Pet Supplies Ltd, Unit 14b Ludlow Hill Road, West Bridgford, Nottingham, NG2 6HF

NB: We recommend all returns get sent on a fully tracked delivery service, as we cannot be held responsible for items going missing.  We also recommend that you obtain Proof of Postage from your chosen courier, to enable you to make a claim should this be required.  This is free of charge with any courier, confirming dispatch of your item(s).  If you are returning your order using Royal Mail, please ensure YOUR address is clearly stated on the package should Royal Mail need to return this to you. 

LOCAL CUSTOMERS PERSONAL DELIVERY SERVICE AND COLLECTION

CLICK AND COLLECT

Our Click and Collect service is now available Wednesday to Friday, 9am till 4pm.  If you wish to place an order for collection, this can be done either online, over the phone or by emailing local@purelypetsupplies.com.

Unfortunately as we are a fully operating warehouse, and not a shop, we are unable to accept walk-in customers, and our Click and Collect service is only operational on a prearranged basis with the customer.  If you have any queries regarding this service, please do not hesitate to contact us.

PERSONAL DELIVERY - WEST BRIDGFORD AND SURROUNDING AREAS

Postcode Areas: NG2 6, NG2 7, NG2 5

We now operate a FREE personal delivery service five days a week to our local customers.  If you wish to place an order for personal delivery, please order either over the phone, online or by emailing local@purelypetsupplies.com.  

Upon receiving your order, one of our sales team will be in touch to arrange a suitable date and time for delivery.  Please allow 1 to 3 working days for successful delivery of your order.  

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