<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Once your return is received and checked, your refund will be processed within 3&#x2013;5 working days to your original payment method.</td></tr></tbody></table>

When will I receive my refund?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">You&#x2019;ll receive an email confirmation as soon as your refund is processed.</td></tr></tbody></table>

How will I know my refund has been issued?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">If it&#x2019;s been more than 7 working days since we confirmed your refund, contact us and we&#x2019;ll check with our payment provider.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">If your parcel is confirmed lost by Royal Mail or Evri, we&#x2019;ll issue a full refund or send a replacement - whichever you prefer.</td></tr></tbody></table>

Can I get a refund if my parcel never arrived?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes, if your item was faulty, incorrect, or delayed beyond reasonable expectation, we&#x2019;ll refund the delivery cost too.</td></tr></tbody></table>

Do you refund delivery costs?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Personalised or custom boxes can only be refunded if there&#x2019;s a manufacturing or packing error.</td></tr></tbody></table>

Can I get a refund for personalised items?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Refunds are always sent back to your original payment method - we can&#x2019;t refund to a different account or card.</td></tr></tbody></table>

How will I receive my refund?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="828" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes, if you&#x2019;d prefer, we can issue a digital gift card or credit code for the same amount. Just let us know when you get in touch.</td></tr></tbody></table>

Can I get store credit instead of a refund?

Postman Pooch

Refunds

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

Do I need an account to place an order?

How do I create an account?

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

I forgot my password - how can I reset it?

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

How do I update my address or contact details?

Can I save multiple delivery addresses?

How do I update my payment details?

Can I delete my account?

Will my account information be kept safe?

Account & Login

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