Shipping policy

* For items with a length over 1 metre or weight above 30kg, we will dispatch the order within 7 business days.                                           
FREE STANDARD DELIVERY AVAILABLE.              

With orders over £35* (excluding Northern Ireland, Isle of Man and Northern Scotland)

Please note that return orders are at the cost of the customer. For further information, please visit our return and refund policy.  

Delivery Partners:

Delivery Charges & Expected Delivery Time

 

WE AIM FOR MAINLAND UK ORDERS COMPLETED ONLINE BEFORE 2PM TO BE PROCESSED WITHIN 2 BUSINESS DAYS. 

We will utilise the selected shipping method accordingly; however, please note that the delivery time is not guaranteed. For precise details regarding maximum delivery time, kindly refer to the terms and conditions specified by each carrier.

For timely updates on your order, please contact the courier directly using the provided tracking number.

In the case of Royal Mail orders, if you have chosen express delivery and the parcel is not received within the expected timeframe, we kindly ask you to reach out to us on the 7th working day. For standard delivery orders, please contact us on the 15th working day, and we will be more than happy to assist you by either resending the item or providing a refund. Your satisfaction is our utmost priority, and we are committed to ensuring a smooth and satisfactory shopping experience.

If a carrier other than Royal Mail has been automatically assigned to your order, we kindly request that you contact us on the 3rd working day if there has been no attempted delivery beyond the expected timeframe. Our team will be available to assist you promptly and address any concerns regarding the delivery status. We strive to ensure a seamless experience for our valued customers and will take appropriate action to resolve any issues that may arise. Your satisfaction is our priority, and we are here to provide you with the support you need.

Please be aware that certain parcels may require a signature upon delivery. You have the option to make alternative arrangements with the carrier company to prevent any unsuccessful delivery attempts. 

 

Collection/Pick Up in Store

We have the option for you to collect your order in our Pets Villa Birmingham shop. This is a free service and we aim to have your order ready within one business day. You should receive a notification when you can collect your order. 

For same business day collection, please ensure you have placed an order before 2pm. This service only applies to orders placed during Monday to Friday. You should receive a notification when you can collect your order.

Pets Villa reserve the right to amend these terms and conditions at any time. 

 

Failed Delivery and Returned Parcels

If your parcel is returned to us due to reasons such as an incorrect address, the recipient not being available at home, refused delivery or you failed to collect from our delivery partner, a surcharge of £4.99 will apply, except for in Northern Island, Isle of Man and Northern Scotland which is £15.00.  This will be deducted from any refund due in addition to any return or collection costs.

All shipping costs to return orders are at the cost of the customer. Please refer to our return and refund policy.