FAQs
Plain-English answers about ordering, delivery, returns, products and privacy. Written for UK law as at 14 August 2026.
These answers are for customers buying on this website as at 14 August 2026. They are a plain-English summary. They do not replace the Terms & Conditions, Delivery & Returns, Privacy Policy or Cookie Policy. If a short answer here and a full page differ, the full page and the law apply. If a marketing line on the site is more generous than a legal minimum, we honour the marketing line as well as your legal rights.
Nothing here takes away your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other UK consumer law that cannot be excluded.
- Who we are and how to reach us
- Ordering and payment
- Delivery and tracking
- Cancellations, returns and faulty goods
- Products and pet safety
- Privacy, cookies and emails
- Complaints and the law that applies
Who we are and how to reach us
Who is Fluffy Friends?
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 is the normal way to reach us for orders, cancellations, returns, complaints and other formal notices. Keep a copy of what you send. The time you send it is what counts for legal deadlines.
- Email: hello@fluffyfriendspets.co.uk
- Contact form: Contact us
- Hours: Monday to Saturday, 9am to 6pm UK time
We aim to reply within two working days during those hours.
Do you have a shop I can visit, or a public returns counter?
No. Returns and collections are handled by post. When you cancel or report a problem we email a UK returns destination or a prepaid label. Wait for those instructions before posting anything back. Do not send goods to a social-media profile, a marketplace inbox or a guessed address.
I bought on eBay or TikTok Shop. Do these answers apply?
These FAQs, and the pages they link to, apply to orders placed on this website. Selected products are also sold on eBay and TikTok Shop. Those sales follow that platform’s checkout terms and consumer policies. Use the platform’s order page first, or email us with the marketplace order number if you need help. We will still help where we can.
Ordering and payment
Do I need an account?
No. You can check out as a guest. If you create an account, keep the login details secret and tell us if you think someone else has used them.
How old do I have to be to order?
You must be 18 or over. By ordering you confirm that you are 18 or over and that you are buying as a consumer for private use, unless we agree otherwise in writing.
When is my order accepted? Is the “order received” email the contract?
Putting items in the cart and paying is your offer to buy at the price and delivery charge shown at checkout. We accept that offer when we send a dispatch confirmation (the email that says the goods have been sent, or the first such email if the order ships in more than one parcel).
An automatic “order received” or payment-received email is an acknowledgement, not acceptance, unless it also confirms dispatch. Until we accept, you may withdraw the order by emailing us, and we may decline it (for example if payment fails, we cannot verify the order, the item is unavailable, or the price was an obvious error). If we decline after you have paid, we refund you in full without undue delay, using the same payment method where we can.
What payment methods do you take?
Payment is taken at Shopify checkout. We accept major cards through Shopify Payments and any other method we enable, such as PayPal, Apple Pay or Klarna where those options appear. We do not store full card numbers on our own systems.
If you choose Klarna or a similar credit or pay-later option, that credit agreement is with that provider, not with us. Their terms apply to the credit. Your contract for the goods is still with us.
What currency are prices in? Do they include VAT?
Prices are in pounds sterling (GBP). The amount shown at checkout — goods plus delivery — is the full price you pay for that order. We will not add a hidden charge after you have paid. If checkout shows a different delivery figure (for example a remote-area rate), the checkout figure is the contract price.
What if a price looks obviously wrong?
The price that binds the contract is the price shown at checkout when you offer to buy, except where that price is an obvious error (for example £1.00 instead of £100). If we spot an obvious error before dispatch we will not accept the order; we will tell you and refund you if you have already paid. We will not insist you pay a higher price after you have ordered.
What if an item is out of stock after I have paid?
Stock can change. If we cannot supply an item after you have paid, we will tell you and refund that item (and any delivery you paid only for that item).
Can I change or cancel an order before it is sent?
Yes. Email hello@fluffyfriendspets.co.uk with your order number as soon as you can. Until we send a dispatch confirmation you may withdraw the order. After dispatch, use the 14-day cooling-off right described below and on the Delivery & Returns page.
Delivery and tracking
Where do you deliver?
We 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 UK, unless checkout expressly accepts the address and shows a delivery charge before you pay.
How much is delivery?
Standard UK delivery is free on orders of £40 or more (after discounts, before delivery) and £3.99 below that, unless checkout shows a different rate before you pay. We do not add a surcharge after you have placed the order. We do not currently offer a paid express or next-day option as a standard service.
How long will my order take?
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.
- 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.
Some items in one order may ship separately. You will not pay extra delivery for a split shipment unless checkout said otherwise before you paid.
What is the 30-day delivery rule?
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.
If delivery is later than an agreed time, or later than 30 days where no other time was agreed, you may agree a further period, or treat the contract as at an end if we still fail to deliver — or immediately if it was essential 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 refund all sums you paid, including delivery, within 14 days.
How do I track an order?
When a parcel is dispatched we email the address used at checkout. If the carrier provides tracking, that email will include a link or reference. Tracking can take several hours to update after the label is created. Check your junk folder. You can also use Track your order or contact us with your order number.
The carrier says “delivered” but I do not have the parcel. What should I do?
Tell us as soon as you can, with your order number and any photos that help. We will raise a carrier investigation. Do not ignore a “carded” or collection notice — uncollected parcels may be returned to us. The goods stay 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.
Cancellations, returns and faulty goods
Can I change my mind after delivery?
For most goods, yes. Because you buy at a distance, the Consumer Contracts Regulations 2013 give you 14 days after delivery to cancel for any reason, then 14 days to send the goods back. You do not need our permission first, and you do not have to use a particular form.
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 on the Delivery & Returns page. The notice is effective when you send it, not when we read it.
For a single delivery the 14 days end 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.
Who pays to send a change-of-mind return?
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 you can, so we can send a label or an 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. You remain responsible for the goods until they reach us.
How quickly will I get a 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 you are keeping other items), using the same payment method where possible, within 14 days of the earlier of the day we receive the goods back or the day you give us evidence you have sent them. If you cancel before the goods arrive, we refund within 14 days of the day after you tell us. 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 — beyond the handling a shop would reasonably allow. Trying a harness for fit is normally fine. Using a toy for several walks, or wearing in a bed so it cannot be resold, is not.
What can I not cancel just because I changed my mind?
The 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 short-life food that deteriorates quickly; sealed hygiene products (for example shampoo, wipes, toothpaste or litter) that you unseal after delivery where return is unsuitable for health or hygiene; bespoke goods made to your specification; and 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.
What if the goods are faulty, damaged or not as described?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you generally 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 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.
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 those rights 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 — but a delay in emailing us does not cancel your statutory rights. For non-conforming goods we pay the reasonable cost of return, or arrange collection.
Some items are packed by a supplier. Who is responsible?
Some items are packed by a supplier (dropship). We remain the seller. Your contract is with us, not only with the warehouse that packed the parcel. Your rights are against us.
Products and pet safety
Are photos, colours and sizes exact?
Listings, photos and measurements are given in good faith. Colours can look different on different screens. Sizes and weights are approximate unless we say they are exact. Goods must still be as described, of satisfactory quality and fit for the purpose we stated. We do not sell goods “as seen” in a way that removes those rights.
Is the product information veterinary advice?
No. Listings are general retail information. They are not veterinary advice. If your pet has a health condition, is pregnant, very young or very old, check with a vet before use. Always follow the on-pack instructions, warnings and age or weight guides. You are responsible for choosing a product that is suitable for your animal and for using it safely (for example supervising chew toys and keeping small parts away from children and from pets that might swallow them).
If a product is faulty or not as described, that is our responsibility under the Consumer Rights Act 2015.
Privacy, cookies and emails
How do you use my personal data?
We use the details you give at checkout to take and fulfil the order, send confirmations and tracking, handle returns and keep the records the law requires. Shopify hosts the store and checkout as our processor. Payment brands you choose (for example PayPal, Apple Pay or Klarna) typically handle payment data as independent controllers. Full detail, including your rights and how to complain to us or the ICO, is in the Privacy Policy.
Will you send me marketing email?
Only if you opt in through the newsletter form, or if another PECR exception clearly applies. Placing an order is not consent to marketing. Every marketing email will include an unsubscribe link. Transactional messages about an order you already placed (confirmation, dispatch, return) are not marketing and we will still send those.
What cookies do you use?
Essential cookies (cart, checkout, security, remembering your cookie choice) are needed for the shop to work. Analytics and marketing cookies stay off until you accept them on our banner. As at 14 August 2026 the theme does not embed a separate Google Analytics, Meta or TikTok advertising pixel. Shopify may still run first-party analytics or Shopify pixels if they are enabled in the admin and your consent allows it. See the Cookie Policy.
Complaints and the law that applies
How do I make a complaint?
Email hello@fluffyfriendspets.co.uk or use the contact form with your order number. If you are unhappy with how we handled a delivery or return, 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 will use an alternative dispute resolution scheme. We are not required to use a particular ADR provider unless a regulator or the courts require it.
Which law applies?
The contract for website orders is 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.
We do not currently sell subscription or auto-renewal contracts on this store. Each website order is a one-off sale of goods. The Digital Markets, Competition and Consumers Act 2024 subscription-contract rules are not in force as at 14 August 2026 and do not change these answers.