Frequently Asked Questions 🐾
Got a question about your order, our products, or shipping? You'll probably find the answer below. Can't see what you're looking for? Email us at support@pupandparcel.co.uk — we're real dog people and happy to help.
Shipping & Delivery
Where do you ship from, and how long will my order take?
We dispatch from our UK warehouse, so most orders arrive within 3–7 working days. After you order, allow 1–2 working days for us to process and pack it, then your tracked delivery is on its way. A small number of items ship from our international fulfilment partners — where that's the case, the estimated delivery time (typically 7–15 working days) is shown clearly on the product page before you buy.
How much is delivery?
Free UK delivery on all orders — no minimum spend, no hidden fees.
Do you ship outside the UK?
Right now we're focused on giving UK dog owners the best possible service, so we ship within the United Kingdom only. We're working on more destinations — join our mailing list to be the first to know.
Orders & Tracking
How do I track my order?
As soon as your order ships, we'll email you a tracking number and link. You can also check your delivery status any time on our Track My Order page.
I haven't received my tracking email — help!
First, check your spam or junk folder — it hides there more often than you'd think. Still nothing? Message us via our Contact page with your order number and we'll sort it straight away.
Can I change or cancel my order?
If your order hasn't shipped yet, we can usually update the address or cancel it — just contact us as soon as possible with your order number. Once it's left the warehouse we're unable to make changes, but our 30-day returns policy has you covered.
My order arrived in more than one parcel — is that normal?
Yes. If your order contains items stocked in different warehouses, they may be sent as separate parcels and arrive on different days. This is completely normal and there's no extra charge — if one part arrives before the rest, the remainder is still on its way.
Returns & Refunds
What's your returns policy?
You have 30 days from delivery to request a return. Items must be unused, in their original condition and packaging, with proof of purchase. Contact us at support@pupandparcel.co.uk to start a return — please don't send anything back before requesting one, as items returned without prior approval can't be accepted.
What if my item is faulty or the wrong thing arrived?
That's on us. Contact us with your order number and a photo of the issue as soon as you spot it, and we'll arrange a free replacement or a full refund.
Are personalised items returnable?
Because personalised products (like our custom-name harnesses) are made specifically for your dog, they can't be returned for a change of mind — but if there's a fault or a mistake on our end, we'll always put it right.
How do refunds work?
Once we've received and inspected your return, we'll let you know if it's approved and refund you to your original payment method. Your bank or card provider may take a few extra days to show it on your statement.
Products & Sizing
How do I choose the right size?
Most of our harnesses, collars and coats have a size guide on the product page — measure your dog rather than guessing by breed, as sizing varies between styles. Not sure? Send us your dog's measurements and we'll help you pick the right fit.
How does personalisation work?
On products that offer it, simply type your dog's name into the box on the product page before adding it to your basket. Please double-check the spelling — we print exactly what's entered.
Are your products safe for my dog?
Our gear is chosen with comfort, durability and safety in mind, but as with any new equipment, please supervise your dog the first few times they use it and check the fit regularly — especially for puppies and growing dogs.
Payment & Security
Which payment methods do you accept?
We accept all major cards (Visa, Mastercard, Amex), plus Apple Pay and Google Pay. Checkout is fully secure and encrypted.
Is it safe to order from you?
Yes. Pup and Parcel is a trading name of The Mind Gauge Ltd, a company registered in England & Wales (Company No. 15075504). Your payment details are processed securely by Shopify and are never stored by us.
Still have a question?
We're real dog people and happy to help — email support@pupandparcel.co.uk, reach out via our Contact page, or DM us on TikTok and Instagram @pupandparcel.