FAQs
Welcome to the Village Pets FAQ page. Here, you can find answers to common questions about our products, orders, shipping, payments, returns, refunds, and store policies.
If you cannot find the information you need, please contact us at support@village-pets.com.
General Questions
Q. What is Village Pets?
A. Village Pets is an online pet store offering practical products for cats and dogs, including pet bowls and feeders, interactive pet toys, dog toys, and pet walking accessories.
Q. Where are you located?
A. Our business address is:
55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom
Q. How can I contact you?
A. You can contact us using the details below:
Email: support@village-pets.com
Phone: +44 20 8657 1791
Order Questions
Q. How do I place an order?
A. Browse our website, select the product you want, add it to your cart, and proceed to checkout to complete your payment.
Q. Can I modify or cancel my order?
A. Orders can only be modified or cancelled before they have been processed or dispatched. Please contact us as soon as possible if you need assistance.
Q. Will I receive an order confirmation?
A. Yes. An order confirmation email will be sent to the email address provided during checkout after your order has been successfully placed.
Shipping & Delivery
Q. How long does delivery take?
A. For orders delivered within the United Kingdom:
Processing Time: 1–2 business days
Transit Time: 3–4 business days
Total Delivery Time: 4–6 business days
Weekends and public holidays are not included.
Q. How much does shipping cost?
A. We charge a flat-rate shipping fee of £20 GBP per order.
The £20 shipping fee is the only shipping-related charge added by Village Pets at checkout. No additional handling, processing, service, or hidden shipping fees will be added.
Q. What is your order cut-off time?
A. Our daily order cut-off time is 5:00 PM GMT (UTC+0).
Orders placed after the cut-off time will begin processing on the next business day.
Q. Do you provide tracking information?
A. Yes. Where tracking is available, a tracking number will be provided after your order has been shipped.
Q. What happens if I enter the wrong address?
A. Customers are responsible for providing accurate and complete shipping information. Incorrect or incomplete addresses may cause delays, failed delivery, or additional reshipping costs.
Payment Questions
Q. What payment methods do you accept?
A. Village Pets accepts the payment methods displayed at checkout, which may include:
- American Express
- JCB
- Mastercard
- Discover
- Diners Club
- Visa
Available payment methods may vary depending on your location and payment provider.
Q. Is my payment secure?
A. Yes. Payments are processed through secure third-party payment systems. Village Pets does not store complete credit or debit card details.
Q. Can my payment be declined?
A. Yes. Payments may be declined by your bank, card issuer, or payment provider due to insufficient funds, incorrect information, security checks, or payment restrictions.
Returns & Refunds
Q. What is your return policy?
A. We offer a 30-day return window beginning from the date your order is delivered.
Returned products must be unused, undamaged, and in their original condition and packaging.
Q. Who pays for return shipping?
A. Customers are responsible for return shipping costs for change-of-mind returns.
If a product arrives damaged, defective, incomplete, or incorrect, Village Pets may cover reasonable return costs after reviewing and approving the claim.
Q. Do you provide return labels?
A. We do not normally provide return labels for change-of-mind returns. Customers must arrange their own tracked return shipping method.
Q. What is your refund policy?
A. Approved refunds are processed within 10 business days after the returned item has been received, inspected, and approved.
Refunds are issued to the original payment method.
Q. Is there a restocking fee?
A. No. Village Pets does not charge a restocking fee.
Restocking Fee: 0%
Q. Can I return used items?
A. Used pet products are generally not eligible for change-of-mind returns.
Products must be unused, clean, complete, and in their original condition to qualify for a voluntary return.
Product Questions
Q. What types of products do you sell?
A. Our current collections include:
- Pet Bowls & Feeders
- Interactive Pet Toys
- Dog Toys
- Pet Walking Accessories
Our product selection may change or expand as new products become available.
Q. Are product sizes and specifications available?
A. Available sizes, dimensions, materials, colours, and other product specifications are listed on the relevant product page where applicable.
Please review the product information carefully before ordering.
Order Issues
Q. What if my order is delayed?
A. Delivery may be delayed because of courier disruptions, weather conditions, public holidays, high order volumes, or other circumstances outside our control.
Please contact us with your order number if you need assistance.
Q. What if I receive a damaged or incorrect item?
A. Contact us as soon as reasonably possible and provide:
- Your order number
- A description of the issue
- Clear photographs or videos of the product
- Photographs of the packaging and shipping label, where applicable
Our support team will review the issue and provide an appropriate resolution.
Privacy & Security
Q. Do you collect personal information?
A. Village Pets may collect personal information required to process payments, manage orders, arrange delivery, provide support, and operate our website.
More information is available in our Privacy Policy.
Q. Do you share my information?
A. Information may be shared with trusted service providers when necessary to process payments, fulfil orders, arrange deliveries, prevent fraud, or provide website services.
Personal information is handled according to our Privacy Policy.
Support
Q. How can I contact customer support?
A. You can contact Village Pets by email or phone using the contact details provided below.
Q. What information should I include when contacting support?
A. Please include:
- Your full name
- Your order number, where applicable
- A clear description of your enquiry
- Photographs or videos, where relevant
Providing complete information may help us respond more efficiently.
Contact Information
Business Name: Village Pets
Business Email: support@village-pets.com
Business Phone: +44 20 8657 1791
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom