About Us
Founded in 2016, Petshop Direct is a London-based family business that has grown from its humble beginnings as a small eBay retailer to being one of the UK’s leading online suppliers of pet accessories and more. Placing a strong focus on customer service at the highest standard, we now work with a full team of dedicated staff members who care about both our customers and their furry friends.
Our online pet store now offers an extensive range of high-quality cat and dog food including accessories by leading brands including, among others, Ancol, Julius-K9, Planet Dog and Ruffwear at highly competitive prices. Continually adding new products to our range, we provide anything from food, collars, leads and harnesses to grooming equipment, shampoos, toys, treats and more.
Should you be unable to find the accessories you are looking for or require more specialized equipment, please do not hesitate to ask, as we are happy to order specific products in for you. The indicated below policies do not affect your statutory rights.
Payment
We accept Paypal, Credit and Debit card payments for orders.If you want to change the shipping address please change it before making the payment as we cannot change the shipping address later, we will not be able to check your messages on order notes regarding address change or other information. Please contact us if you have any questions.
Delivery methods
We may use different methods of free delivery. This will depend on the order value and weight as well as the destination. Most items with free delivery are sent via Royal Mail and all delivery times are estimated and can vary from one part of the country to another. For most of our products, we can arrange for a Next-Day shipment (UK) or an Express service.
We will not compensate for delivery delays or failures unless you have requested a premium delivery option. In these circumstances, our liability to you will be limited to a refund of the delivery charges you have paid. Standard delivery of our products will usually arrive within 5 working days. For international delivery please allow up to 10 working days (Europe) & 14 working days (Rest of world).
Heavy Items (Pet Food >2kg). Our free delivery by courier option is strictly only available to UK Mainland! Please ask for more information regarding the following postcodes: Due to remote surcharges, we are unable to offer free courier delivery to the Highlands of Scotland ( AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50), Scottish Islands ( HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3), Channel Isles, Isle of Wight and Isle of Man, or The Scilly Isles, and Northern Ireland.
If you want us to deliver to any of these areas, a £10 per parcel supplement will apply (30kg maximum weight per parcel). Please contact us BEFORE ordering so that we can raise an invoice for the additional costs for delivery. If you place an order without paying the surcharge, your order will be canceled and your payment will be refunded in full.
Returns and Refunds
In addition to your legal rights, we also allow you to return goods if you simply change your mind or you need a different size or colour. This means that new items must be returned new, unused and complete with labels attached. (If returning dog harnesses, please ensure they are clean and dog hair free!)
Please return the unused goods to us with the original till receipt within 30 days and we will offer you an exchange or a credit note. In case the goods are found to be used, misused or damaged on return, we reserve the right to issue you a partial refund for it. If a parcel is returned to us undelivered because of failure to collect or rearrange delivery with either the post office or courier, a re-delivery cost will be charged to the customer before we can resend your package.
When exchanging the item/size buyer pays return postage both ways. If an error does occur with us sending an incorrect item out (type, size, colour) then we hold the right for the incorrect item to be sent back before we send the correct one out. We refund postage in this only case.
If you feel that the item you purchased is incorrect, faulty or damaged, please contact us via e-mail to discuss a resolution. If you pay your item with PayPal, you can also get information on the eBay Money Back Guarantee Program. Refunds will be processed within 14 days of good being received.
