Shipping Policy UK
Last updated: Sep 08, 2025
Applied to: United Kingdom
(This version replaces all prior versions)
At Pet Awesome Limited, we are committed to delivering your orders in a reliable and transparent manner. This Shipping Policy explains how we handle order processing, delivery timelines, shipping rates, and other important details regarding the shipment of purchases made from www.pet-awesome.com (the “Site”).
This Policy is governed by applicable UK consumer protection and e-commerce laws, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Consumer Protection from Unfair Trading Regulations 2008.
1. SHIPPING METHODS & CARRIERS
We work with our trusted fulfilment partner Frisbo to ship all orders within the United Kingdom. Frisbo manages warehousing, order processing, and dispatch on our behalf using leading carriers such as Royal Mail, Evri, DPD, DHL, or UPS UK.
Available delivery options may include:
- Standard Delivery: typically 1–4 working days.
Delivery timeframes are estimates, not guarantees, and depend on carrier performance and your location.
2. SHIPPING RATES
Shipping costs are calculated at checkout based on:
- Delivery method selected.
- Order weight and/or dimensions.
- Delivery destination (UK Mainland, Highlands, Islands, Northern Ireland).
Any applicable shipping fees will be clearly displayed before you complete your purchase, in compliance with UK transparency requirements.
From time to time, we may offer Free Shipping promotions (e.g., free Standard Delivery on orders above a certain threshold). Full details, including eligibility and exclusions, will be disclosed on our Site and at checkout.
3. ORDER PROCESSING & DISPATCH
- Orders are typically processed within 1–2 working days before dispatch.
- You will receive a confirmation email once your order has shipped, including a tracking link where available.
- If an item is out of stock or delayed, we will notify you promptly and provide the option to wait, choose an alternative, or cancel your order for a full refund.
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, all orders must be delivered within 30 days unless a different timeframe has been agreed with you. If we fail to deliver within this period and no alternative arrangement is agreed, you have the right to cancel your order and receive a full refund.
4. TRACKING YOUR ORDER
Once your order has been dispatched, you will receive tracking details by email (if tracking is available for your chosen delivery option). You can use this to monitor your order’s progress with the carrier.
If you do not receive tracking details within 3 working days of placing your order, please contact us at support@pet-awesome.com.
5. DELIVERY DELAYS
While we and Frisbo strive to ensure timely delivery, delays may occasionally occur due to:
- Adverse weather or natural events.
- Carrier disruptions or strikes.
- Peak seasonal volumes (e.g. Black Friday, Christmas).
- Incorrect or incomplete delivery addresses.
If delivery is significantly delayed, you are entitled under the Consumer Contracts Regulations 2013 to cancel your order and receive a full refund. Refunds will include the full product price and the original standard delivery charge.
6. DELIVERY RESTRICTIONS
We currently ship only within the United Kingdom.
Deliveries to the Scottish Highlands, Northern Ireland, and offshore islands may take longer than standard timeframes.
We do not deliver to P.O. Boxes, BFPO, or freight forwarding addresses.
Oversized or heavy items may require additional handling time (typically 1–2 extra working days). Any restrictions or surcharges will be clearly stated on the product page and at checkout.
7. RISK & RESPONSIBILITY
Under UK law, the risk of loss or damage transfers to you only once the goods are delivered to your address (not at dispatch).
If tracking shows “delivered” but you have not received your order, please notify us at support@pet-awesome.com within 7 days so we can investigate with Frisbo and the carrier.
8. LOST OR DAMAGED PACKAGES
If your package is lost in transit or arrives damaged:
- Contact us within 7 days of delivery at support@pet-awesome.com.
- Provide your order number, tracking details, and photos (if damaged).
- We will liaise with Frisbo and the carrier to investigate.
If the carrier confirms that the order was lost, or if the items arrive damaged, we will offer you:
- A replacement (where stock is available),
- A repair (if applicable), or
- A full refund.
You will not bear any return costs for defective, damaged, or misdescribed items.
This is in line with your rights under the Consumer Rights Act 2015.
9. CONTACT US
For questions about delivery, shipping costs, or special requests, please contact:
PET AWESOME LIMITED
Company Number: 14888803
Address:
Highdown House 11 Highdown Road
Leamington Spa
Warwickshire
CV31 1XT
Email: support@pet-awesome.com