HOW TO ORDER


Ordering through our online shop couldn’t be simpler. Simply choose what you wish to order, then call the shop on 01273 620020 or email your requirements to petspantrybrighton@btconnect.com.
Your payment will be only be processed in the shop so no need to worry about entering your card details online. All our transactions are safe & secure. Payment details are deleted after order is completed, no card details are stored on any system.
 We only use reputable couriers and all orders are sent with tracking numbers to ensure a safe arrival.

 How to place your order

 We offer the following options to our online customers:


 1. Select online, phone us with payment and collect in store: A great method of shopping for local customers in a hurry. By choosing this method, we will have your items packed and ready for collection. We will even give you 5% off your order!

Delivery: You can get your shopping delivered to your door. With each parcel allowed up to a massive 30kg for only £4.95 it's cheaper than you would think to have your monthly shop delivered hassle free. 


2. See the range then call in to the shop to select.  

DELIVERY POLICY

 

Local Customers
(Within Our Local Delivery Zone)
We offer free local delivery and all orders are delivered between 9am-6pm. You will receive an email with an estimated delivery date. This will be confirmed once your order is ready for dispatch.

National Customers:
Delivery charge is £4.95. Items are dispatched via DHL, Parcel Force, ANC, Or Royal Mail 1st class recorded post. This is for an order upto 30kg in weight. If the order exceeds 30kg, the charge will increase by £4.95 for (upto) each 30kg thereafter.  

Courier Instructions:
You will be asked to choose from one of the courier instructions. This is so if nobody is in on the day of delivery the courier will know where to leave your parcel.

If your parcel is returned to the couriers depot it is your responsibility to collect your parcel.

Some couriers will re-deliver if no one was in and no instructions were given on where to leave the parcel, using this service will incurr a re-delivery charge of £4.50 per parcel. Should you call the courier to use their re-delivery service this charge will be debited from your card by ourselves on the day of re-delivery.


All goods left at an unattended delivery address are at the customers own risk.

 

Orders to the Isle of Wight, Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isle of Scilly and the Channel Islands will have additional postage costs. Customers will be contacted prior to the order being processed and advised of the correct postage charge. You then have the option whether to proceed with your order.

Delivery Time:

Your order will be sent the following working day for delivery within 2-3 working days but do be tolerant of weekend & public holidays.  If a product is out of stock, we will contact you to advise an expected delivery date.


 

RETURNS POLICY

 

Faulty Goods - Home Delivery:

To be notified upon delivery (within 48 hours)

Place a note in the parcel stating the fault and your order number also advise us if you need a replacement or refund.

If your order arrived via royal mail, please re parcel your item and return to us using recorded delivery within 7 days, keeping your proof of posting.

If your order arrived via a courier, please re parcel your item for our courier to collect.

Upon return of your faulty good/s you will receive a full refund for the item/s plus any postage paid to return it to us.
If your order was solely the faulty item/s being returned you will also be refunded the shipping cost of the order.

If you choose to have a replacement, this will be sent with no additional postage charges and you will be refunded any postage incurred on sending back the faulty item/s

 

All Other Goods -Home Delivery:

We are happy to accept any goods back in their original packaging / tags in an unused condition within 7 days of your order being delivered.

A refund will be given to the paid value of the item/s only.

You will not receive a refund for any postage charges paid.

You will be responsible for the postage cost to return the item and you must obtain proof of posting, we recommend that the lowest royal mail service you use is recorded delivery.

Please be aware recorded delivery only insures your parcel for up to £34.00. If your item is of higher value please make sure it is adequately insured.

If you would like our courier to collect your order the standard collection charge is £16 per 30kg and includes insurance. This charge will be payable by yourself and shall be deducted from your refund should you choose to use this service.

If you are going to be sending any goods back, please inform our shop on: 01273 620020

 

You can return faulty or wrong sized goods at our store, even if they were sent via home delivery.

Faulty Goods - In Store:
Please return your faulty item to the shop with your proof of purchase for full refund or exchange.

  Other Goods - In store:
Please return your unsuitable item to the shop with your proof of purchase for an exchange or credit note.

Please note, we do not give refunds for goods that have been bought in error or are the wrong size from the store but upon proof of purchase, will issue a credit note to the original purchase price. We highly recommend that you bring your dog into the store to have its coat fitted.