Delivery & Returns Information

Shipping Costs

Standard Package Delivery – United Kingdom
Royal Mail 2nd Class 2-3 days (orders up to £49.99) FREE
Royal Mail Tracked 2-3 days (orders £49.99 - £99.99) FREE
Parcelforce Express 24 Next Day (orders £100 and over) FREE
Express Package Delivery – United Kingdom
Parcelforce Express 24 Next Day (orders under £100) £6.00

Extended Areas – United Kingdom
Royal Mail 2nd Class 2-3 days (orders up to £49.99) FREE
Royal Mail Tracked 2-3 days (orders £49.99 - £99.99) FREE
Parcelforce Express 24 Next Day (orders £100.00 and over) £15.00

Extended Areas
The extended area postcode locations as determined by Parcelforce that incur a further charge are detailed below.

Economy Package Delivery – International
Channel Islands (2-3 days) £12.00
Germany, Belgium, Netherlands, Luxembourg (2-3 days) £15.00
Ireland (Rep of), France, Monaco (2-3 days) £20.00
Denmark, Italy (2-3 days) £25.00
Austria, Czech Republic, Finland, Hungary, Norway, Poland, San Marino, Slovenia, Slovakia & Switzerland (2-3 days) £30.00
Spain, Portugal (2-3 days) £35.00
Estonia, Latvia, Lithuania, Sweden, Bulgaria, Croatia, Romania & Turkey (2-3 days) £40.00
Greece (2-3 days) £45.00

Dispatch Fulfilment Timescales

Each product listing is allocated a despatch processing time indicated by the AVAILABILITY text at top of listing:
The only items currently stocked that are made to order are ID tags and these are engraved and sent directly from our supplier so will take 4-5 working days.

Delivery Addresses

For consumer protection purposes we will only ship to the specified delivery address entered upon checkout. Please do not ask us to amend delivery addresses after purchase. You must ensure provision of the correct address details prior to despatch. Failure to do so may result in items being returned to us. We reserve the right to apply a re-delivery fee in such event.

All tracked orders are monitored independently by delivery service providers. We insist that all tracked items are delivered upon signature, and give no prior approval to couriers and service providers to leave parcels in safe places or deliver to alternate addresses. Please ensure you are available to accept delivery. Signing ‘unchecked’ does not alter any delivery terms or provide additional consumer protection outside of standard rights.

Tracking information will only be provided on request. Parcels will only be deemed lost if they fail to arrive within 30 days of despatch.

We pledge that all items are despatched in the condition specified in the listing and packed suitably in all cases by our dedicated handling staff. Please notify us of any damages or order shortages within one working day of receipt.


All orders are processed and deliveries attempted on working days only. Working days are defined as Monday to Friday, and exclude weekends, public, seasonal and bank holidays. Working hours are typically 9am-5:30pm. No deliveries will be attempted outside of these days and times unless otherwise arranged. For example, and item subject to next-day delivery purchased on a Friday before cut-off will be delivered on the next working day, a Monday. Saturday delivery is available for an additional fee, please contact us for details. No deliveries will be attempted on a Sunday unless otherwise arranged.

We will endeavour to deliver your order within the specified time, however delivery times are not guaranteed. We accept no liability for delays due to extended third party carrier processing, industrial strikes, weather or other circumstances beyond our control. We pledge to contact buyers where possible if we discover that an order cannot be delivered within a reasonable time from date of purchase.

Our warehouse opening hours are Monday to Friday 9am-5pm (GMT)
No items will be packed or shipped outside of these times.

If you have further questions about any aspect of delivery, please contact us.


Returns Policy

You have the right to return any item, please ensure prior to purchase that the item you have selected is suitable for your needs. All returns will be subject to our scrutiny prior to refund or exchanges being made.

10.1 We request that we are informed of your intention to return items prior to return. We will subsequently provide you with a return address and allocate a returns reference number. Failure to do this will affect our ability to process your return.

10.2 We request that a covering note outlining original order details and proof of purchase be included with all returned items. Failure to do so may affect processing times.

10.3 If an item is being returned as faulty or mis-described, we request that a note outlining the fault or mis-description be included with the returned item. Failure to do so may affect processing times.

10.4 All returns must be packaged adequately for posting. We reserve the right to refuse to process items that are damaged in transit back to us. All products received damaged in transit will be returned to you, and will be the responsibility of your delivery provider to compensate.

10.5 All returns must be packaged safely for handling by our staff. We reserve the right to refuse to process items that are deemed dangerous or hazardous to handle. This includes items that are unclean, wet, or dangerous (i.e. broken glass). All returned products received deemed hazardous or unsafe to process will be returned to you.

10.6 Unwanted items (only) must be returned within 30 days of accepted delivery in the exact condition in which they were despatched. Items returned showing signs of usage will be subject to scrutiny before any form of refund is initiated.

10.7 We reserve the right to reduce refunded amount to reflect any reduction in value due to unacceptable handling or use.

10.8 We reserve the right to return to you any unwanted item found not to be in good order as supplied, and recover our costs for delivery.

10.9 All return postage costs for unwanted items must be covered by you. We do not accept liability for postage costs incurred by you for returning unwanted products.

10.10 If a product is deemed to be faulty or mis-described, we will refund the original purchase price plus reasonable postage and packing costs.

10.11 If products cannot be returned by mail or overnight courier, we require that you contact us before attempting to return items outside of traditional postage methods.

10.12 Any return item postage and packing fees likely to be incurred above those deemed reasonable (i.e. within our original costs for delivery the parcel to you) must be notified to us in writing prior to despatch. We reserve the right to refuse to refund return postage costs deemed overly excessive in comparision to our original postage costs.

10.13 Proof of receipt is required in all circumstances in relation to returned item disputes. It is your responsibility to ensure that a) you obtain proof of delivery for each individually returned item b) you package the items securely c) all return postal fees are paid. Failure to do so may result in our inability to process your return.

10.14 Refunds for returned items will be made to the original payment method or source used for purchase unless agreed otherwise by us in writing.

Faulty Items, Damages or Loss

14.1 You agree to follow all provided instructions prior to assembly of any item supplied by us to you. Failure to do so may result in voiding of warranty.

14.2 Please consult with us prior to returning any faulty item to enable us to attempt to assist before items are returned.

14.3 Items returned for repair are subject to variable processing times.

14.4 Any item found to have no fault when tested will be liable for a re-delivery cost.

14.5 Items subject to irreparable operating faults will (dependent on circumstances) be replaced by an identical or simlar product if warranty is applicable.

14.6 No provisions will be made or lent, nor replacement products sent while products are being repaired unless prior agreed. It is your responsibility to make provisions (i.e. keep spares) for the care and wellbeing of  your pet.

14.7 We accept no liability for the welfare or wellbeing of your pet in proximity to any product offered for sale on this site.

14.8 Any and all claims in relation to branded items offered for sale on this website will be redirected to the manufacturer of said items in all cases.

14.9 Real Pet Store accepts no responsibility or liability beyond the statutory responsibilities of a retailing merchant in relation to damages claims directed towards branded products offered for sale on this website.