<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes! We offer free returns within 14 days of receiving your parcel. If something isn&#x2019;t right, we&#x2019;ll make it easy to send it back.</td></tr></tbody></table>

Can I return my order?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted" class="fr-table-selection-hover"><tbody><tr><td height="19" style="width: 793px;">Email us at support@postmanpooch.co.uk with your order number, a short note about what went wrong, and a photo if applicable.&#xA0;<br><br></td></tr><tr><td height="19">We&#x2019;ll reply with a prepaid return label and simple instructions.</td></tr></tbody></table>

How do I start a return?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes, returns are completely free for all UK orders within 14 days of delivery.</td></tr></tbody></table>

Are returns free?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted" style="margin-left: calc(0%); width: 100%;"><tbody><tr><td height="19" style="width: 793px;">We can accept returns for:</td></tr><tr><td height="19" class="xl65"><ul><li>Items that are unused and in their original packaging</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Unopened treats or consumables</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Incorrect or faulty items</li></ul></td></tr></tbody></table>

Which items can I return?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted" style="margin-left: calc(0%); width: 100%;"><tbody><tr><td height="19" style="width: 793px;">For safety and hygiene reasons, we can&#x2019;t accept returns on:<br><br></td></tr><tr><td height="19" class="xl65"><ul><li>Opened treats or food items</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Used toys or accessories</li></ul></td></tr><tr><td height="19" class="xl65"><ul><li>Personalised or custom boxes (unless there&#x2019;s an error or defect)</li></ul></td></tr></tbody></table>

Which items can’t be returned?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes, absolutely. Just mention that you&#x2019;d prefer an exchange when you contact us, and we&#x2019;ll arrange it right away.</td></tr></tbody></table>

Can I exchange an item instead of a refund?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Please take a quick photo of the damaged item and packaging, then email us. We&#x2019;ll send a replacement immediately at no cost to you.</td></tr></tbody></table>

My order arrived damaged - what should I do?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">We&#x2019;re sorry about that! Contact us with your order number and a photo of what you received, and we&#x2019;ll correct it quickly.</td></tr></tbody></table>

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

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Please let us know within 7 days of delivery, and we&#x2019;ll send the missing item right away.</td></tr></tbody></table>

What if an item is missing from my parcel?

<p>&#xA0;</p><table border="0" cellpadding="0" cellspacing="0" width="793" id="isPasted"><tbody><tr><td height="19" style="width: 100%;">Yes. If you received a Postman Pooch gift that&#x2019;s not quite right, email us with the sender&#x2019;s name and your postcode so we can locate the order and help you return it.</td></tr></tbody></table>

Can I return a gift I received?

Postman Pooch

Returns

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

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 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