<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">No, you can checkout as a guest if you prefer. However, creating an account makes it easier to track your orders, manage subscriptions, and save delivery details for next time.</td></tr></tbody></table>

Do I need an account to place an order?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Click the Account icon at the top of the website and select Create Account. Enter your name, email address, and password to set it up. You&#x2019;ll receive a confirmation email once it&#x2019;s ready.</td></tr></tbody></table>

How do I create an account?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes! You can create an account anytime using the same email address you used at checkout. Your past orders will automatically link to your new account.</td></tr></tbody></table>

I already placed an order but didn’t make an account. Can I still create one?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Click the Account icon, then select Forgot Password? Enter your email address and follow the reset link we send you. If you don&#x2019;t see it within a few minutes, check your spam or junk folder.</td></tr></tbody></table>

I forgot my password - how can I reset it?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Make sure you&#x2019;re using the same email address you used to register. If you still can&#x2019;t log in, reset your password or contact us at support@postmanpooch.co.uk and we&#x2019;ll help you get back in.</td></tr></tbody></table>

I can’t log in to my account - what should I do?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 1181px;">Log in to your account, go to Account Details, and select&#xA0;Edit&#xA0;next to the information you&#x2019;d like to change.</td></tr><tr><td height="19">If your order has already been placed, contact us immediately and we&#x2019;ll try to update the address before it ships.</td></tr><tr><td height="19"><br></td></tr></tbody></table>

How do I update my address or contact details?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes. You can store more than one address in your account to make gift giving even easier. Simply add or edit addresses in your Address Book section.</td></tr></tbody></table>

Can I save multiple delivery addresses?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">For regular orders, payment details can only be updated at checkout. For subscriptions, log in and go to Manage Subscription to change your payment method.</td></tr></tbody></table>

How do I update my payment details?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes. If you&#x2019;d like to delete your account and data, please email support@postmanpooch.co.uk. We&#x2019;ll confirm once it&#x2019;s been permanently removed.</td></tr></tbody></table>

Can I delete my account?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="1181" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Absolutely. We take your privacy seriously. Your details are protected under UK GDPR and never shared with third parties outside of order fulfilment.</td></tr></tbody></table>

Will my account information be kept safe?

Postman Pooch

Account & Login

Are your treats safe for all dogs?

Are your treats suitable for puppies and senior dogs?

Where do your treats come from?

Can I see a full list of ingredients?

My dog has allergies — how do I know what’s safe?

What if my dog doesn’t like something in the box?

Are your toys durable for heavy chewers?

Are your toys tested for safety?

Do you sell dog accessories or grooming items?

Can I personalise products with my dog’s name?

Do you test products on animals?

How do I choose the right product for my dog?

Do your products make good gifts?

Products

Can I change my subscription payment date?

What if I get an extra item in my box?

When will my subscription boxes be delivered?

What is a Postman Pooch subscription?

Which courier do you use for subscriptions?

Can I pause my subscription?

How do I cancel my subscription?

Can I change my subscription address or payment details?

Can I choose what’s in my box?

Do subscribers get any perks or discounts?

When will I be billed for my subscription?

Can I gift a subscription to someone else?

Can I change the frequency of my boxes?

What happens if a box arrives damaged or missing an item?

How do I reactivate a cancelled subscription?

Do you offer subscription discounts for multiple dogs?

Subscriptions

When will my order be sent?

Can I change or cancel my order?

Can I check the status of my order?

Can I send my order directly to someone as a gift?

I’ve ordered the wrong item or size. What should I do?

Do you include invoices or prices in gift boxes?

I’ve entered the wrong delivery address - can I change it?

I haven’t received an order confirmation email.

What happens if an item I ordered is out of stock?

Can I include a gift note in the parcel?

Can I add a personal message or name to my order?

Orders

Which delivery options do you offer?

How much does delivery cost?

How long does delivery take?

What does “Tracked 24 is not guaranteed” mean?

Can I track my parcel?

My order says “Delivered” but I can’t find it. What should I do?

Do you offer Saturday or weekend delivery?

Do you deliver outside the UK?

Can I collect my order in person?

What happens if my parcel is delayed?

What happens if my parcel is returned to you?

Do you deliver to PO Boxes or BFPO addresses?

Delivery

Is your packaging recyclable?

Do you use eco-friendly materials?

Are your boxes plastic-free?

Can I reuse the gift box?

What happens to returned packaging or damaged stock?

How are you improving sustainability overall?

Do you include packaging slips or invoices inside the box?

Packaging & Sustainability

What payment methods do you accept?

When will I be charged for my order?

Can I use more than one discount code?

My discount code isn’t working - what should I do?

My payment was declined - what should I do?

Is it safe to pay on your website?

Can I change my payment method after placing an order?

Do you offer Klarna, Clearpay, or other buy-now-pay-later options?

Do you store my card details?

Payments

Do you offer gift cards?

How do I use a gift card?

Can I check my gift card balance?

Can I send the gift card directly to someone else?

Is the gift card delivered by post?

Does the gift card expire?

Can I use a gift card more than once?

Can I combine a gift card with a discount code?

Can the gift card be used on subscriptions or sale items?

Can I check the balance on my gift card?

Do you offer physical gift cards?

Is the gift card refundable?

Gift Cards

Can I return my order?

How do I start a return?

Are returns free?

Which items can I return?

Which items can’t be returned?

Can I exchange an item instead of a refund?

My order arrived damaged - what should I do?

I received the wrong item - how do I fix this?

What if an item is missing from my parcel?

Can I return a gift I received?

Returns

When will I receive my refund?

How will I know my refund has been issued?

I haven’t received my refund yet - what should I do?

Can I get a refund if my parcel never arrived?

Do you refund delivery costs?

Can I get a refund for personalised items?

How will I receive my refund?

Can I get store credit instead of a refund?

Refunds

Do you open on weekends / bank holidays?

What if I receive a different toy to what was advertised?

Privacy, Cookie & Shipping Policies?

Do you offer refunds or exchanges?

General FAQ's