FAQ

FAQ

Delivery

  • When will my Delivery be Dispatched?

    We aim to offer a First-Class Delivery Service on all of our orders with Royal Mail. We aim to deliver within 3-5 working days as standard which can vary slightly depending on the size and value of your order. 

  • How long will Delivery take?

    We aim to deliver within 3-5 working days as standard which can vary slightly depending on the size and value of your order.

  • How do I change or cancel my order?

    If you wish to amend or cancel your order, please contact us immediately. If your order has been dispatched it will not be possible to amend or cancel your order. Please see the returns policy for more information.

  • My order has arrived damaged who do I contact?

    We are really sorry to hear you are not happy with your order. Please contact us with your order number and details or see the returns policy for more information.

Returns & Exchanges

  • How long do I have to exchange item(s)?

    If you wish to return an item for an exchange, please notify us within 10 calendar days of receiving the goods by email to woof@urbanpooch.co.uk. We can only accept goods for exchange if they were originally ordered through www.urbanpooch.co.uk

  • How long do I have to return my item(s)?

    Please return your item unused and in original condition (including all labels and tags intact & attached) with proof of purchase within 28 days.

  • Where do I send my returns?

    Our address for returns is:

    Urban Pooch Ltd,

    Pod 8,

    Amble Harbour Village,

    Leazes Street,

    Morpeth,

    NE65 0FD

  • Is it free to send returns?

    Goods are returned at your own cost, unless the item is shown to be faulty when receievd in which case you will receive a refund for postage paid.

  • How long will it take to process returns?

    Please be aware that we will only process your refund once the item has been retruned to us and checked by our specialist; this can take up to 14 days.

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