Shipping & Returns
Shipping Policy
At Petlane, we work hard to get your order to you
as quickly as possible. We offer free standard
delivery on all orders over £25 to any address
within the United Kingdom, including Scotland,
Wales and Northern Ireland. For orders under £25,
a flat delivery fee of £2.99 applies. All orders
are dispatched within 1 working day of purchase
and delivered within 2–3 working days via Royal
Mail or a tracked courier service.
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Orders placed before 2pm Monday to Friday will
be dispatched the same day. Orders placed after
2pm, or over the weekend and on Bank Holidays,
will be dispatched the next working day. Once
your order has been dispatched, you will receive
a confirmation email containing your tracking
number. Please allow up to 24 hours for tracking
information to update. If you have not received
your order within 5 working days, please contact
us at hello@petlane.co.uk and we will investigate
straight away.
Return & Exchange Policy
We want you and your pet to be completely happy
with every purchase from Petlane. If for any
reason you are not satisfied, we offer a 30-day
hassle-free returns policy. To be eligible for
a return, items must be unused, in their original
condition and in the original packaging. To start
a return, simply email us at hello@petlane.co.uk
with your order number and the reason for your
return. Our team will respond within 24 hours
with full instructions.
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Once we receive and inspect the returned item,
we will notify you by email and process your
refund within 3–5 working days to your original
payment method. Please note that return postage
costs are the responsibility of the customer,
unless the item arrived damaged or faulty. If
your item arrives damaged, incorrect or defective,
please contact us within 48 hours of delivery
with a photo of the item and we will send a
replacement or issue a full refund immediately —
no questions asked. Exchanges are also welcome
subject to stock availability.