Delivery and Returns
Delivery
We currently deliver to addresses within the United Kingdom only.
| Delivery Option | Cost | Estimated Timeframe |
|---|---|---|
| Standard delivery on orders under £50 | £5.99 | 2 to 4 working days |
| Standard delivery on orders over £50 | Free | 2 to 4 working days |
| Next day delivery (Mon to Fri, order by 1pm GMT) | £7.99 | Next working day |
Delivery timeframes are estimates and may be affected by busy periods or circumstances outside our control. You will receive a dispatch confirmation with tracking information once your order has left us.
Returns
We want you to be completely happy with your Herbal Paws order. If something is not right, here is how to let us know.
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, your item must be:
- Unopened and in its original, unused condition
- In the original packaging
- Accompanied by your order number or proof of purchase
To start a return, please email us at ben@herbalpaws.co.uk with your order number and the reason for your return. We will respond within one working day with return instructions.
Please do not send items back to the manufacturer. Returns sent without prior contact may not be accepted.
Refunds
Once we receive your return and confirm that it meets the criteria above, we will email you to let you know. We will also confirm whether your refund has been approved.
Approved refunds are processed within 14 days of us receiving your returned item. The refund will be applied to your original payment method. Depending on your bank or card provider, it may take a few additional working days to appear in your account.
Not received your refund? If 14 days have passed since we confirmed your refund and you have not received it, please first check your bank account and contact your card provider, as processing times can vary. If you still have not received it after doing this, email us at ben@herbalpaws.co.uk and we will investigate straight away.
Exchanges
We replace items if they arrive defective or damaged. If this happens, please email ben@herbalpaws.co.uk within 48 hours of receiving your order with your order number and a photo of the issue. We will arrange a replacement or refund as quickly as possible.
We are unable to offer exchanges for change of mind or where a product has been opened and used.
Return Postage
Unless your item is faulty or we have made an error with your order, you are responsible for the cost of returning it to us. We recommend using a tracked service for any return, particularly for orders over £75, as we are unable to take responsibility for items lost in transit.
If your return is approved, we will refund the cost of the item but not the original delivery charge, unless your entire order was faulty or incorrect.
Get in Touch
If you have any questions about your order, delivery or a return, we are happy to help.
Email: ben@herbalpaws.co.uk
We aim to respond to all enquiries within one working day.
This policy does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015. You have the right to cancel most online purchases within 14 days of receiving them for any reason. Please contact us if you would like to exercise this right.