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 customer support.

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.

Our current collections include:

• Pet Bowls & Feeders
• Interactive Pet Toys
• Dog Toys
• Pet Walking Accessories

Q. Where is Village Pets located?

A. Our business address is:

55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom

Q. How can I contact Village Pets?

A. You can contact us using the following details:

Email: support@village-pets.com
Phone: +44 20865 71791

Our regular customer service hours are:

Monday–Friday
9:00 AM–5:00 PM (GMT/UTC+0)

Order Questions

Q. How do I place an order?

A. Browse our website, select the product you would like to purchase, add it to your cart, and proceed through checkout to complete your order and payment.

Q. Can I modify or cancel my order?

A. Please contact us as soon as possible if you need to request an order change or cancellation.

An order can only be changed or cancelled if it has not already been processed or dispatched. We cannot guarantee that a modification or cancellation will be possible once processing has started.

Q. Will I receive an order confirmation?

A. Yes. After a successful order is placed, an order confirmation will normally be sent to the email address provided during checkout.

Please check that your email address is entered correctly when placing your order.

Shipping & Delivery

Q. How long does delivery take?

A. For orders delivered within the United Kingdom, our current estimated delivery times are:

Processing Time: 1–2 business days
Transit Time: 3–4 business days
Estimated Total Delivery Time: 4–6 business days

Business days do not include weekends or public holidays.

Q. How much does shipping cost?

A. Village Pets offers:

FREE SHIPPING on all orders.

There are no shipping fees or additional delivery charges added at checkout. The price shown at checkout is the final amount you will pay for your order.

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 normally begin processing on the next business day.

Q. Do you provide tracking information?

A. Where tracking is available, tracking information will be provided after the order has been dispatched.

Customers may also use our Track Your Order page where applicable.

Q. What happens if I provide an incorrect shipping address?

A. Customers are responsible for providing complete and accurate delivery information when placing an order.

An incorrect or incomplete address may result in:

• Delivery delays
• Failed delivery attempts
• The parcel being returned
• Additional delivery or reshipping costs where applicable

Please contact us as soon as possible if you notice an error in your delivery address.

Payment Questions

Q. What payment methods do you accept?

A. Village Pets accepts the payment methods displayed at checkout.

These may include:

• American Express
• JCB
• Mastercard
• Discover
• Diners Club
• Visa

The payment methods available to you may depend on your location and the payment provider used during checkout.

Q. Is my payment information stored by Village Pets?

A. Payments are processed using the payment services available through our online checkout.

Village Pets does not store complete credit or debit card details.

Q. Why might my payment be declined?

A. A payment may be declined by your bank, card issuer, or payment provider for reasons such as:

• Incorrect payment information
• Insufficient funds
• Security checks
• Card restrictions
• Payment-provider restrictions

If a payment is declined, please check your payment details or contact your bank or payment provider.

Returns & Refunds

Q. What is your return period?

A. Village Pets provides a 30-day return window beginning from the date your order is delivered.

To qualify for a change-of-mind return, the product must meet the conditions stated in our Return & Refund Policy.

Q. What condition must a returned product be in?

A. Products submitted for a change-of-mind return should generally be:

• Unused
• Clean
• Complete
• Undamaged
• Unaltered
• In their original condition
• Returned with the original packaging and included accessories where applicable

Products showing signs of pet use, contamination, chewing, damage, excessive wear, or other use may not qualify for a change-of-mind refund.

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 incorrectly supplied, please contact us before returning it. Eligible return costs will be reviewed according to the circumstances and applicable consumer rights.

Q. Do you provide prepaid return labels?

A. We do not normally provide prepaid return labels for change-of-mind returns.

Customers are responsible for arranging an appropriate tracked return method unless otherwise agreed by Village Pets.

Q. How long does a refund take?

A. Once a returned product has been received, inspected, and approved, eligible refunds are processed within:

10 business days

Approved refunds are issued to the original payment method.

Your bank or payment provider may require additional time to display the refund after it has been processed.

Q. Do you charge a restocking fee?

A. No.

Restocking Fee: 0%

Village Pets does not charge a restocking fee on eligible returns.

Q. Can I return a used pet product?

A. Used pet products are generally not eligible for change-of-mind returns where they show signs of use, contamination, chewing, saliva, damage, or excessive wear.

This may apply to products such as:

• Used Pet Bowls & Feeders
• Used slow-feeding or puzzle bowls
• Used Interactive Pet Toys
• Treat-dispensing toys that have contained food or treats
• Used Dog Toys or rope toys
• Used or contaminated Pet Walking Accessories

Products that are damaged, defective, unsafe, or incorrectly supplied will be considered separately in accordance with our Return & Refund Policy and applicable consumer rights.

Product Questions

Q. What types of products does Village Pets sell?

A. Our current collections are:

• Pet Bowls & Feeders
• Interactive Pet Toys
• Dog Toys
• Pet Walking Accessories

Our product selection may change as products are added, removed, or updated.

Q. What products are available in your collections?

A. Depending on current availability, our store may include products such as:

• Food and water bowls
• Elevated feeding bowls
• Slow-feeding or puzzle bowls
• Interactive puzzle toys
• Treat-dispensing toys
• Interactive stacking toys
• Braided rope dog toys
• Pet waste-bag dispensers

Please check the relevant collection and product page for current availability.

Q. Where can I find product sizes and specifications?

A. Available product information may include:

• Dimensions
• Materials
• Colors
• Intended use
• Suitable pet type
• Product features
• Other relevant specifications

Please review the individual product page carefully before placing your order.

Order Issues

Q. What should I do if my order is delayed?

A. Delivery times may occasionally be affected by circumstances such as:

• Courier delays
• Weather conditions
• Public holidays
• Delivery network disruptions
• High order volumes
• Other circumstances outside our reasonable control

If your order appears to be delayed, please contact us with your order number so we can review the available information.

Q. What should I do if I receive a damaged, defective, incomplete, or incorrect product?

A. Please contact Village Pets as soon as reasonably possible.

When contacting us, please provide where applicable:

• Your order number
• A clear description of the issue
• Clear photographs or videos of the product
• Photographs of the packaging
• A photograph of the shipping label

We will review the information provided and advise you of the next appropriate step.

Privacy & Security

Q. Do you collect personal information?

A. Village Pets may collect and process personal information required to:

• Process orders and payments
• Arrange delivery
• Provide customer support
• Manage returns and refunds
• Operate and improve our website
• Prevent fraud and maintain website security

Please review our Privacy Policy for further information.

Q. Do you share customer information?

A. Information may be shared with relevant service providers where necessary to operate our online store.

This may include providers involved in:

• Payment processing
• Order fulfilment
• Shipping and delivery
• Website services
• Fraud prevention
• Customer support

Personal information is handled in accordance with our Privacy Policy.

Customer Support

Q. How can I contact customer support?

A. You can contact Village Pets by:

Email: support@village-pets.com
Phone: +44 20865 71791

Q. What information should I provide when contacting customer support?

A. Please provide:

• Your full name
• Your order number, where applicable
• A clear description of your enquiry
• Relevant photographs or videos where required

Providing complete and accurate information can help us review your enquiry more efficiently.

Contact Information

Business Name: Village Pets
Business Email: support@village-pets.com
Business Phone: +44 20865 71791
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom

Customer Service Hours:
Monday–Friday
9:00 AM–5:00 PM (GMT/UTC+0)