Delivery & Returns
UK delivery, cooling-off cancellations and faulty-goods returns for orders placed on this website. Last updated 14 August 2026.
This page explains how we deliver orders placed on this website and how you can cancel or return them. It is written for UK consumers buying from Fluffy Friends as at 14 August 2026.
Nothing on this page reduces your statutory rights. If there is any conflict between a marketing statement and the law, the law prevails. If we have advertised a more generous commercial promise (for example free 14-day returns), we will honour that promise as well as your legal rights.
1. Who we are
We trade as Fluffy Friends (also shown as FluffyFriends Pets). This is an online-only shop — we do not have a public store or a walk-in counter.
- Email: hello@fluffyfriendspets.co.uk
- Contact form: Contact us
- Customer service hours: Monday to Saturday, 9am to 6pm UK time
Email is the best way to reach us. We accept cancellations, complaints, returns requests and other formal notices by email. Keep a copy of what you send — the time you send it is what counts for legal deadlines.
If a return needs a postal destination, we will email you a UK returns destination or a prepaid label without delay after you cancel or report a problem. Please wait for those instructions before posting anything back. That is how an online-only shop handles returns; you do not need to visit us.
If an item is packed by a supplier rather than from our own fulfilment stock, we remain the seller you contracted with. Your rights are against us, not only the warehouse or supplier that packed the parcel.
2. Where we deliver
We currently deliver to addresses in the United Kingdom: England, Scotland, Wales and Northern Ireland.
We do not currently offer delivery to the Channel Islands, the Isle of Man, BFPO addresses or addresses outside the United Kingdom, unless checkout expressly accepts the address and shows a delivery charge before you pay. If checkout will not accept an address, we cannot deliver there.
Some Scottish Highland, island and remote postcodes can take longer than mainland estimates. Any extra delivery charge for those areas is shown at checkout before you pay. We will not add a surcharge after you have placed the order.
3. Delivery costs
Prices on this store are in pounds sterling (GBP). The amount shown at checkout is the full price you pay for that order.
| Service | When it applies | Cost |
|---|---|---|
| Standard UK delivery | Order total of £40 or more (after discounts, before delivery) | Free |
| Standard UK delivery | Order total under £40 | £3.99 |
The amount you actually pay for delivery is the amount shown at checkout before you enter payment details. If checkout shows a different figure (for example a remote-area rate), the checkout figure is the contract price.
We do not currently offer a paid express or next-day option as a standard service. If we add one later, any higher charge will be optional and shown before you pay. If you later cancel under the cooling-off right, we only have to refund the cost of our cheapest standard delivery, not a more expensive option you chose.
4. When we dispatch and when you should receive the order
Working days means Monday to Friday, excluding UK bank holidays. Orders placed on a Saturday, Sunday or bank holiday are treated as received on the next working day.
We aim to dispatch as follows:
- Items we hold in stock: if you order before 2pm UK time on a working day, we aim to dispatch within 1 to 2 working days.
- Dropship or supplier-fulfilled items: we aim to dispatch within 3 to 7 working days, depending on the supplier.
After dispatch, standard UK transit is usually 1 to 3 working days, and longer for some Highland, island and Northern Ireland addresses. These are estimates, not guaranteed delivery dates, unless checkout or your confirmation email states a guaranteed date.
Under the Consumer Contracts Regulations 2013, unless we agree a different period with you, we must deliver without undue delay and in any event no later than 30 days after the contract is made. We treat the contract as made when we send the dispatch confirmation email (until then you may withdraw your order — see section 8).
If different items in one order ship separately, we may send more than one parcel. You will not pay extra delivery for a split shipment unless checkout said otherwise before you paid.
5. Late, missing or refused delivery
If we miss an estimated dispatch or delivery window, contact us. If delivery is later than the agreed time, or later than 30 days where no other time was agreed, you may:
- agree a further period for delivery; or
- treat the contract as at an end if we still fail to deliver in that further period, or immediately if it was essential that the goods arrived by a particular date and we knew that (or if we have refused to deliver).
If the contract ends for late non-delivery, we will refund all sums you paid, including delivery, without undue delay and within 14 days, using the same payment method where possible.
If a carrier marks a parcel as delivered and you have not received it, tell us as soon as you can. We will raise a carrier investigation. Do not ignore a “carded” or collection notice — uncollected parcels may be returned to us.
If you refuse a correctly delivered, undamaged order, we may treat that as a cancellation. Your cooling-off rights still apply. Return postage and any diminished-value deduction may apply as set out below if the refusal was not because the goods were faulty or we delivered to the wrong address.
6. Tracking
When a parcel is dispatched we email the address used at checkout. If the carrier provides tracking, that email will include a tracking link or reference. Tracking can take several hours to update after the label is created.
Check your junk folder if you have not received a dispatch email. You can also use our Track your order page or contact us with your order number.
7. Risk and ownership
The goods remain at our risk until they come into your physical possession, or the possession of someone you asked to take them (for example a neighbour you nominated). They do not become your risk while they are with the carrier.
Ownership passes when we receive payment in full and the goods are delivered to you.
8. Changing your mind — 14-day cooling-off right
Because you buy at a distance, the Consumer Contracts Regulations 2013 give you a legal right to cancel most orders for any reason.
When the 14 days start
- For a single delivery: the cancellation period ends at the end of 14 days after the day you (or someone you nominate, other than the carrier) receive the goods.
- If items from one order arrive on different days: the 14 days start the day after you receive the last item.
Example: goods delivered on Tuesday 18 August 2026 — you have until the end of Tuesday 1 September 2026 to tell us you are cancelling.
Until we accept the order by sending a dispatch confirmation, you may withdraw the order by emailing us. After dispatch, use the cancellation right in this section.
If we do not give you the required cancellation information, the cooling-off period is extended until 14 days after we do give it, up to a maximum of 12 months after the normal period would have ended.
How to cancel
You must send a clear statement that you want to cancel, before the period ends. The statement is effective when you send it, not when we read it. You do not have to use a particular form, and you do not need our permission first.
You can:
- email hello@fluffyfriendspets.co.uk with your order number and the words “I cancel this order”;
- use the contact form; or
- use the model cancellation form at the end of this page.
Please include your name, order number, email used at checkout and which items you are cancelling. We will email an acknowledgement. Asking us for a returns label first is helpful, but it is not a condition of your right to cancel.
Sending the goods back
After you cancel, you must send the goods back without undue delay and in any event within 14 days of telling us you have cancelled.
We will email a UK returns destination or a prepaid label and instructions. Use only the destination or label we send for that order. Do not post goods to a social-media profile, marketplace message or a guessed address.
We advertise free 14-day returns on this store. For a valid cooling-off cancellation of eligible goods to a UK address, we pay standard UK return postage. Wait for our returns instructions where possible so we can provide a label or approved method. If you pay postage before we have given instructions, we will refund reasonable standard UK postage on proof of spend. We will not refund a premium or courier upgrade you chose yourself.
Keep proof of posting. We recommend a tracked service. You remain responsible for the goods until they reach us.
What we refund
We refund:
- the price of the cancelled goods; and
- the original standard delivery charge you paid for those goods (or a fair share if the order also contained items you are keeping).
We refund using the same payment method where possible (including PayPal, Apple Pay or Klarna where you paid that way), without undue delay and within 14 days of the earlier of:
- the day we receive the goods back; or
- the day you give us evidence that you have sent them back.
If you have not yet received the goods when you cancel, we refund within 14 days of the day after you tell us you have cancelled.
We may withhold the refund until we have the goods or that evidence. We do not charge a restocking or cancellation fee for a statutory cooling-off cancellation.
We may deduct an amount if you handled the goods beyond what is needed to establish their nature, characteristics and function — in other words, beyond the handling a shop would reasonably allow. Trying a harness for fit is normally fine. Using a toy for several walks, assembling a scratching post, or wearing in a bed so it cannot be resold, is not. We cannot make that deduction if we failed to tell you about the right to cancel.
9. When the cooling-off right does not apply or is lost
The 14-day cooling-off right does not apply, or is lost, in the cases allowed by regulation 28 of the Consumer Contracts Regulations 2013. For this store that mainly means:
- Goods that deteriorate or expire rapidly — for example fresh, raw, chilled or other short-life pet food.
- Sealed goods unsealed after delivery where return is unsuitable for health protection or hygiene — for example opened shampoo, wipes, toothpaste, litter or similar hygiene products that were supplied sealed.
- Bespoke or personalised goods made to your specification (not merely choosing a standard size or colour from our range).
- Goods inseparably mixed with other items after delivery.
Unopened, sealed dry food and unopened sealed hygiene products can normally still be cancelled. These exceptions do not remove your rights if the goods are faulty, not as described, or not fit for purpose.
If a product cannot be cancelled, we will say so on the product page or at checkout where we reasonably can.
10. Faulty, damaged or not as described goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. That includes matching the main characteristics we stated in the listing.
If goods do not meet those standards, you have a short-term right to reject them for a full refund within 30 days of delivery (or a shorter period only if the goods themselves can reasonably be expected to perish sooner). After that 30 days you can still require a repair or replacement. If that is impossible, or is not done within a reasonable time and without significant inconvenience, you can then claim a price reduction or reject the goods for a refund. A refund after the short-term period may take account of the use you have had of the goods in some cases.
If you report a fault within six months of delivery, it is generally for us to show that the goods conformed at delivery, unless that is incompatible with the type of goods or the fault.
These rights last for up to six years in England, Wales and Northern Ireland (five years from discovery in Scotland), subject to the usual rules on bringing a claim. We cannot shorten them by asking you to contact us “within 48 hours” or any other deadline. Please still tell us promptly and send photos if you can — that helps us investigate with the carrier or supplier — but a delay in emailing us does not cancel your statutory rights.
For non-conforming goods we will pay the reasonable cost of return, or arrange collection. Do not use the goods once you have rejected them, beyond what is needed to show the fault.
If an item arrives damaged, missing parts or is the wrong item, contact us with your order number and photos of the parcel, label and product. We will replace or refund in line with the Consumer Rights Act 2015.
11. How to report a delivery or product problem
Email hello@fluffyfriendspets.co.uk or use the contact form. Please include:
- your order number and the email used at checkout;
- which product is affected;
- whether you want to cancel, reject, repair, replace or report non-delivery; and
- photos where they help (damage, wrong item, or a “delivered” scan you dispute).
We aim to reply within two working days during the hours in section 1.
12. Orders placed on eBay or TikTok Shop
This page applies to orders placed on this website. Selected products are also sold on eBay and TikTok Shop. Those sales are governed by the listing, the platform’s consumer policies and the checkout terms on that platform. Use the platform’s order page first for those purchases, or email us with the marketplace order number if you need help.
13. Complaints
If you are unhappy with how we handled a delivery or return, email hello@fluffyfriendspets.co.uk and ask for the complaint to be escalated.
You can also get free independent help from Citizens Advice or your local Trading Standards service. If we cannot resolve a dispute, we will tell you whether we are prepared to use an alternative dispute resolution (ADR) scheme and how to apply. We are not required to use a particular ADR provider unless a regulator or the courts require it.
14. Model cancellation form
You may copy and send this form, but you do not have to use it.
To: Fluffy Friends, hello@fluffyfriendspets.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Order number:
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
This wording follows the model in Schedule 3 to the Consumer Contracts Regulations 2013.
15. Governing law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts. Mandatory consumer protections of the UK nation in which you live still apply.