If there is a problem with an item, contact the store for guidance before sending anything back.
What to include in your message
Provide your order reference, the product name and a clear description of the issue. For a wrong or damaged item, photographs of the item and packaging can help the team assess your request.
Confirm the next step
Ask the store to confirm eligibility, the return destination and any instructions that apply to your item. Do not assume that a request has been approved until the team confirms it.
Product-specific questions
If you are unsure whether a product suits your pet or which size to choose, ask before placing an order. Keep any relevant labels and packaging while a product issue is being reviewed.
Contact the team
Use the contact page to request help. This page explains how to seek assistance; it does not set return windows, fees or refund guarantees, and it does not limit any statutory rights.