Shipping policy
SPA TIME Pets — Shipping & Collection Policy
We deliver pet products to eligible UK addresses and offer free collection from participating SPA TIME Pets shops.
This policy applies to physical products purchased through our online store. Grooming and photography appointments are covered by separate booking terms.
Delivery charges
| Delivery option | Charge |
|---|---|
| Standard tracked delivery — orders below £50 | £4.99 |
| Standard tracked delivery — orders £50 or more | Free |
| Collection from a participating shop | Free |
The free-delivery threshold applies to the product total after discounts, excluding delivery charges.
Any heavy or bulky products with different delivery charges will be identified before purchase, with the applicable charge displayed at checkout.
Where we deliver
We currently deliver to [confirm supported UK destinations and list any excluded regions or postcodes].
Any location-specific charges or restrictions will be shown before you place your order. International delivery is not currently offered.
Dispatch and delivery times
We aim to dispatch in-stock orders within 1–2 working days of receiving your order.
Standard delivery is estimated to take a further 2–3 working days after dispatch. Please allow approximately 3–5 working days in total.
Working days are Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays are normally processed on the next working day.
These are estimates rather than guaranteed delivery dates. Any different timeframe for a particular product will be shown before purchase. Unless we agree otherwise, we will deliver within 30 days of accepting your order.
If a significant delay occurs, we will contact you with an update and explain the available options. Your statutory rights concerning late delivery remain unaffected.
Tracking your order
When your order is dispatched, we will send a confirmation email with tracking details where available. Tracking may take some time to update after the courier receives your parcel.
We select a delivery service appropriate to your order and the delivery option purchased.
Free shop collection
Collection is available only from the locations offered at checkout and is subject to stock availability.
Please wait until you receive a ready-to-collect notification before visiting. Your order confirmation alone does not mean your items are ready.
Bring your order confirmation or order number and collect during the selected shop’s opening hours. If someone else will collect for you, please let us know beforehand.
Contact us if you need extra time to collect your order or would like to change the collection location. Changes depend on availability.
Delivery addresses and missed deliveries
Please check your delivery address carefully before completing checkout. If you notice an error, contact us as soon as possible. We will try to amend it, but changes may not be possible once the parcel has been dispatched.
If a delivery is missed, follow the courier’s instructions or contact us for help.
If a parcel is returned because an incorrect address was supplied or it was not collected following an attempted delivery, we will contact you to arrange the next steps. Any reasonable redelivery charge will be explained and agreed before we resend it. This does not affect your cancellation or refund rights.
Damaged, missing or incorrect deliveries
If your parcel arrives damaged, contains the wrong item or appears to be missing, please contact us promptly with your order number and details of the issue.
Photographs of the packaging and affected products can help us investigate, but are not a condition of your statutory rights. Please retain packaging where reasonably possible.
We will investigate with the courier and arrange an appropriate remedy. You do not need to pursue our courier yourself.
Goods remain our responsibility until they are physically received by you or someone you nominate, except where you independently appoint a carrier that we have not offered.
Returns and refunds
Please see our Returns & Refunds Policy for cancellation rights, return instructions, return postage and refund information.
Contact us
SPA TIME Pets is operated by SPA TIME LTD
Email: hello@spatimepets.com
Telephone: +44 333 04 99 5 44
Correspondence address: 43 High Street, Horley, RH6 7BN
Please include your order number when contacting us about a delivery.