FAQS
How do I pick the right size? Check the Size Guide on each product page, or email info@petlylondon.com with your pet's breed, age and measurements - we're happy to recommend the best fit.
What if my order arrives faulty or damaged? Contact us at info@petlylondon.com with photos and we'll sort a replacement or refund at no cost to you.
Shipping & Duties
Do you offer free shipping? Yes, free UK delivery on orders over £45.
Do you ship internationally? We only ship within UK and Europe.
How long does delivery take? Standard UK: 2–3 business days. Express: 1–2 business days. EU: 5–7 business days. All once your order is dispatched (within 48 hours of ordering).
How much does shipping cost? Free on UK orders over £45. Below that, and for EU orders, cost is calculated at checkout.
Where do you ship from? Our orders are fulfilled from our UK warehouse.
Are duties and taxes included in my order? UK orders: prices include UK VAT, no further charges on delivery. EU orders: may be subject to import duties or taxes depending on destination, payable by the customer.
Can I combine shipping on multiple orders? We're not currently able to combine shipping on separate orders as each is processed individually.
Returns & Refunds
What's your return policy? 30 days from delivery. Items must be unused, free from pet hair or odours, and in original packaging.
How do I start a return? Email info@petlylondon.com with your name, order number and reason for return.
How long do refunds take? Processed within 5 business days of us receiving your return; up to 10 business days to appear in your account.
Do you offer exchanges? Not directly, return your item for a refund and place a new order for the size or colour you need.
Orders
How do I track my order? You'll receive a tracking link by email once your order is dispatched, within 48 hours of ordering.
Can I change or cancel my order? Contact us as soon as possible at info@petlylondon.com. We process orders quickly, so we can't guarantee a change once checkout is complete.
I need to update my delivery address - what do I do? Email info@petlylondon.com right away, before your order is dispatched.
What payment methods do you accept? All major cards and digital wallets at checkout.
Can I use more than one discount code? Only one discount code can be applied per order.
Do you offer gift wrapping? Not at the moment, but we may do in the near future.
Products
What are your products made from? Premium materials that are gentle on fur and skin, yet durable enough for everyday life.
How do I care for my Petly London pieces? Hand wash, or use a hand-wash/delicate cycle with mild detergent, below 30°C. See our full Care guide for more.
Petly London Policies
What's your Giving Back programme? 10% of every order goes to an animal charity, which you choose which one at checkout.
Where can I follow Petly London? Instagram: @petly.london
How can I get in touch? info@petlylondon.com - we usually reply within 24 hours.