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FAQs - How can we help?
Website & Ordering
Yes, we love chatting with our customers. Please call our customer service team (run by real people!) on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day.
There are a number of reasons you may have not received an order confirmation including spelling errors in your email address, payment errors causing it to be cancelled or the email being received in your junk or spam folder. If you have any concerns about your order, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day.
Your purchase is shipped via DPD Couriers Monday to Sunday and sent the same day if your order is placed before 5pm (2pm on weekends & subject to stock availability). We aim to ship for next day deliveries 7 days a week. Enjoy free shipping on orders over £59. Find out more about our shipping services here.
We send all our orders via DPD, the UK's leading parcel delivery brand 7 days a week.
You will be notified the day before the delivery is due and on the morning of the delivery. DPD will notify you by email and text message with a 1 hour time slot, giving you peace of mind that you'll be available to receive your order at your door.
Since the COVID-19 pandemic, customers are no longer required to sign for their delivery. DPD are required to obtain delivery confirmation via a photograph confirming the parcel has been delivered to the recipient with GPS coordinates. If you aren't available to take delivery, you can also arrange for the order to be left in a safe place or with a neighbour. Please install the DPD App for the best service experience with live tracking updates.
Please contact our customer service team here to notify us of any damaged goods as soon as they arrive. We kindly ask that you include your order number and pictures of the damaged item(s). Our customer service team will review the damage and arrange either a refund or replacement. Please note that no refunds or replacements will be issued without photographic evidence. We reserve the right for the damaged items to be collected and returned to us prior to a refund or replacement being issued.
We aim to ship all orders on time for next day delivery, however, there are rare unforeseen circumstances that may cause unexpected delays. In these instances, we kindly ask that you allow 48 hours for delivery. If you haven’t received your order within 48 hours, please call our customer service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day.
Orders containing large, heavy or frozen items may be sent across multiple boxes to ensure everything arrives with you safely. While we do everything we can to ensure all boxes arrive with you at the same time, there are occasions where you may receive separate deliveries throughout the day. If you have any concerns regarding your order or if the rest of your order is still missing, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day.
Unfortunately, we are not able to remove or refund the VAT on orders made on Pets Corner.
Whilst UK law states that we can reduce the cost of our online sales to accommodate zero-rated VAT purchases, we are not obliged to do so and we use these funds to contribute towards any additional costs of shipping to the Channel Islands.
We will be happy to refund a product should you change your mind provided it is unused and in re-sellable condition. To arrange a refund, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day. All postage costs to return a product are at the expense of the consumer. Find out more about our returns policy here.
If we deliver the incorrect product, your purchase arrives damaged or becomes faulty within 12 months of purchase, we will arrange to collect and replace or refund the item. To arrange a refund, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day. Find out more about our returns policy here.
To make a claim under the money back guarantee, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day. Find out more about our returns policy here.
Yes, all online purchases at Pets Corner can be returned to any Pets Corner Store with a valid proof of purchase for a refund. Please allow 3-5 working days for refunds to reach your account. Please note that we are not able to offer exchanges for online purchases.
All our product information and ingredients are listed on each individual product page. If the particular information you require is not available, please call our Customer Service team on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively click here to email us and we will reply the same day.
We receive deliveries 5 days a week from our suppliers and restock quickly unless there is an issue with the supplier. Occasionally, if an item is discontinued but there is still stock available within the company, we can source this for you at no extra cost. If you would like more information on restock dates, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday. Alternatively, you can check stock at your nearest store for Click & Collect within 30 minutes.
Sign up to our restock emails to be notified when an item is back in stock which can be found on the product page. Please note that you will need to be signed in to your account to make this request.
The Pets Corner repeat delivery service allows you to schedule your order to repeat at a frequency of your choosing. We'll repeatedly deliver your pet food order and any other items you need on a regular basis. How do I set up this service?
1. Find your pet's favourite food, treats or products
2. Select your preferred size
3. Select 'repeat every' and choose the frequency of your delivery e.g. every 2 weeks, every 4 weeks etc.
4. Select the quantity
5. Click 'Add to basket'
6. This will open a pop-up asking if you would like to 'continue shopping' or 'checkout' where you can proceed accordingly.
If you require any assistance with your repeat order, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday.
You can view your repeat orders from your Pets Corner account page.
1. Select 'manage repeat orders'
2. Find your pet's new favourite food
3. Select your preferred size
4. Select 'repeat every' and choose the frequency of your delivery e.g. every 2 weeks, every 4 weeks etc.
5. Select the quantity
6. Click 'add to repeat orders'
7. Click 'view repeat orders'
8. This will redirect you to 'manage repeat orders' in your account. You will then need to 'cancel repeat item' for any unwanted items.
Please note: that this will not process an order, it will only update your next repeat order. If you need your items before your next scheduled delivery, please place a one-off order.
All changes must be made before 7am on the day your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.
If you require any assistance with your repeat order, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday.
You can view your repeat orders from your Pets Corner account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.
Select 'change delivery address' which can be found in the top section 'manage delivery address'.
Please note: all changes must be made before 7am on the day your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.
If you require any assistance with your repeat order, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday.
You can view your repeat orders from your Pets Corner account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.
Select 'change card' which can be found in the top section 'manage delivery address'.
Please note: all changes must be made before 7am on the day your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.
If you require any assistance with your repeat order, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday.
You can view your repeat orders from your Pets Corner account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.
You will be able to change the frequency of individual products by clicking the drop-down 'next order date'. Can't find the date you are looking for or looking to change the weekday? In the 'manage delivery address' section, select 'change preferred order day' and choose your preference.
When you are happy with your changes, you must click 'update repeat order'.
Please note: all changes must be made before 7am on the day your repeat order is due to process. Any changes made after this time will not apply until your next repeat order.
If you require any assistance with your repeat order, please call our Customer Service team on 01293 529420 or email us here between 9am to 6pm Monday - Saturday.
You can view your repeat orders from your Pets Corner account page. Once signed into your account select 'manage repeat orders'. You will now see all your repeat orders.
To cancel a repeat order, simply click 'cancel repeat item'.
To close your account with Pets Corner, you will need to log into your account via the icon in the top right. On the home page of your account, you will find the 'My Account' section. Scroll to the bottom click 'close your account' and follow the on-screen instructions to complete the process.
We accept all major credit and debit cards online excluding American Express. We also accept PayPal, Google Pay and Apple Pay. You are also welcome to pay by gift vouchers, which can be purchased in store or online. Please note: change cannot be given when paying with a gift voucher.
We have introduced monthly discounts and offers which can all be found on our offers page here.
Find your pet's favourite products, add these to your basket and continue to check out. You'll notice a summary box on the right-hand side of your screen and select your preferred delivery option. Below the total of your order, you will see 'Got a promo code?', pop the code into the box and click 'apply'.
If you are experiencing an error with your promo code, we would recommend copying and pasting this directly from your email. If this doesn't help, please call our Customer Service team before placing your order on 01293 529420 between 9am to 6pm Monday - Saturday. Alternatively, click here to email us and we will reply the same day.
Please note that once your order has been processed, we are unable to apply any coupon codes retrospectively.
Pets Corner Plus is a loyalty service that offers a variety of exclusive discounts and offers. You can even be the first to hear the latest news and product releases with our fortnightly newsletter.
Join Pets Corner Plus here today.
We are deeply sorry that your experience wasn't up to the high standard we expect. Please contact our feedback team here. A senior member of our team will be in touch within 1 working day.
Once you've created an account or joined Pets Corner Plus on our website, visit the Update Your Details page on your account. Here you will find an option to subscribe to our fortnightly newsletter. Please read our Privacy Policy for more details.
Yes, absolutely. We use PayPal’s “Pay in 3” as an instalment payment plan should you wish to spread the cost of your order. A minimum spend of £30 and a maximum spend of £2000 applies. For full terms and conditions of PayPal’s “Pay in 3”, please see here.
Pet Family Ltd acts as a credit broker not a lender. PayPal (Europe) Sarl et Cie SCA is the lender. Availability is subject to status and credit checks. Pet Family Ltd holds no authority for approved or rejected applications and all decisions made by PayPal are final.
Please ensure everything you wish to purchase with PayPal’s “Pay in 3” is added to the basket and proceed to check out.
1. At checkout, please choose PayPal as your payment method. You will then be redirected to PayPal to finish the payment.
2. You will need to log in to your PayPal account and change the payment option to “Pay in 3”.
3. You will be redirected to the payment forms where all required fields will need to be completed.
4. Then select confirm and pay. It is the consumer's responsibility to ensure all details provided are correct and accurate. Once the application has been submitted, your details cannot be changed.
For more details on this finance service, please visit - Pay in 3 | Buy Now, Pay Later | PayPal UK.
Pet Family Ltd acts as a credit broker not a lender. PayPal (Europe) Sarl et Cie SCA is the lender. Availability is subject to status and credit checks. Pet Family Ltd hold no authority for approved or rejected applications and all decisions made by PayPal are final.
In Store Services
We have over 160 stores across the UK. You can find details of your closest branch via this link: https://www.petscorner.co.uk/store-locator.
Our stores stock a variety of wonderful products for all ranges of pets. To find details of products stocked at your local store visit our store finder link. Select the store you wish to visit and scroll to the bottom of the page where you will find details of the services offered and products we offer. You can also contact the store directly via phone or email if there is a particular item you're after.
Of course, all pets are welcome in every Pets Corner store. From large Great Danes to tiny Syrian hamsters and even soggy ones! We offer free treats to each visitor, and they can expect lots of cuddles from our friendly, academy-trained staff.
At Pets Corner, we have made the decision to no longer sell live animals. Owning a pet is a wonderful experience and they bring such joy and love to a home. We also understand that caring for one is a huge responsibility and this is why we kindly advise anyone who is thinking about owning a pet to think twice. Owning a pet can be time-consuming, expensive and a long-term commitment. Our staff are on hand to help new owners learn where to get their pet from, what their chosen pet will need, why they need it and all other everyday pet essentials.
Unfortunately, we do not offer a home delivery service from store. Many of our stores have free parking to make it easier for you and your pet to visit. For the more cumbersome and heavy items, our staff are more than happy to carry them to your car. If you do need a home delivery, please utilise our online store.
We accept all major credit and debit cards in store excluding American Express. You are also welcome to pay by cash or gift vouchers, which can be purchased in store and online. Please note change cannot be given when paying with a gift voucher.
If you are unhappy with any product sold to you, we will always endeavour to find a solution either by offering an exchange or a refund. We also offer a 100% guarantee on everything that we sell in store. If you have purchased something you no longer want, you can return this for a refund or exchange within 30 days, provided it is clean and still in the original packaging. If a product becomes faulty, within 6 months, we will be able to offer an exchange or a refund. After 6 months up until 12 months (unless otherwise stated) we will be able to offer an exchange. Please note all returns will require a valid proof of purchase.
Yes, all online purchases at Pets Corner can be returned to any Pets Corner Store with a valid proof of purchase for a refund. Please allow 3-5 working days for refunds to reach your account. Please note that we are not able to offer exchanges for online purchases.
Our stores offer a wide range of services including;
- Nutritional Advice
- Health Club
- Harness and Collar Fitting Service
- Pet Weighing
- Puppy Hour
- Carry to your Car
- Free Parking
- Free Delivery
- I.D Tag Engraving
- Product Advice
To find out more about our store services, or to find details of the services offered by your local store please visit the below link and select the store you are planning to visit https://www.petscorner.co.uk/store-locator.
