Frequently Asked Questions

Below you will find answers to common questions about shopping with London Pet Supplies. If you need any further help, our customer support team will be happy to assist you.

Orders

How do I place an order?

You can place an order directly through our website by choosing the products you want, adding them to your basket, and completing the secure checkout process.

Can I change or cancel my order?

If your order has not yet been processed or dispatched, please contact us as soon as possible.

Once an order has been dispatched, we may not be able to make changes or cancel it.

Shipping & Delivery

Where are orders shipped from?

Orders are processed and dispatched from the United Kingdom.

Where do you deliver?

We currently deliver within the United Kingdom unless otherwise stated on our website or at checkout.

How long does delivery take?

Delivery times depend on the shipping option selected at checkout.

Economy Shipping: 5 to 8 business days — Free
Standard Shipping: 3 to 4 business days — £15

Delivery estimates begin from the dispatch date and may vary during busy periods, public holidays, or courier delays.

Will I receive tracking information?

Where tracking is available, you will receive shipping confirmation and tracking details after your order has been dispatched.

Returns & Refunds

What is your return policy?

You may request a return within 30 days from the date your order is delivered.

Returned items must be unused, in their original condition, and include original packaging, parts, and accessories where possible.

How do I request a return?

To request a return, please contact us with your order number, the item you would like to return, and the reason for the return.

Once your request has been reviewed and approved, we will provide return instructions.

When will I receive my refund?

Refunds are processed after returned items have been received and inspected.

If your refund is approved, it will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Payments & Billing

What payment methods do you accept?

We accept secure payment methods available at checkout, including major credit and debit cards and selected digital payment options.

Accepted payment options may include:

American Express
Apple Pay
Diners Club
Discover
Google Pay
Maestro
Mastercard
Shop Pay
UnionPay
Visa

Is my payment information secure?

Yes. Payments are processed securely through trusted third-party payment providers.

London Pet Supplies does not directly store or have access to your full payment card details.

Products

Are product images accurate?

We aim to display product images, descriptions, and details as accurately as possible.

However, product colours, packaging, or appearance may vary slightly depending on your screen, device, supplier updates, or product availability.

Are all products in stock?

Product availability is shown on product pages and updated regularly where possible.

Occasionally, stock levels may change before an order is processed. If an item becomes unavailable after you place an order, we will contact you with available options.

Do you sell pet products for different types of animals?

Yes. London Pet Supplies may offer a range of pet products, supplies, and accessories for different pets, depending on current stock and availability.

Please check individual product pages for specific details.

Account & Support

Do I need an account to place an order?

No. You may be able to complete checkout as a guest.

Creating an account, where available, may help you track orders and manage your purchases more easily.

How can I contact customer support?

If you need help with an order, product, return, delivery, or general enquiry, you can contact us using the details below:

London Pet Supplies
220 Jamaica Rd
London SE16 4BD
United Kingdom

Phone: +44 78 9617 7961
Email: contact@londonpetsupplies.store
Website: londonpetsupplies.store

What are your opening hours?

Our opening hours are:

Monday to Saturday: 11:00 AM – 05:00 PM
Sunday: Closed