Frequently Asked Questions


 

How do I return an item?

Returning an item is simple. You just need to fill out our returns form, put this along with your order and return to our address within 30 days of purchase:

Pet & Country Returns

16 Finvoy Road

Ballymoney

Co. Antrim

BT53 7JE

United Kingdom

 

Do I need a returns form?

Yes, our returns form is provided on our website and can be easily downloaded and printed from here. If you do not have access to a printer, you can copy out the form details onto a blank page and put this along with your order. We just need to have a record of your details so we know who has returned the parcel.

 

Where can I find product information to complete my returns form?

The product name and code is stated on your invoice, which is sent to you by email once your order is confirmed. You can also find the product code if you search the product name on our website. Just select the size you ordered from the drop-down menu, and the 6 digit product code should be visible.

 

Can I return my order for free?

We offer a Free Post label for UK orders only. For Ireland and International orders, you will have to pay the returns postage for your order, unless there has been an error on our part, or a fault with the product, which will need reviewed.

 

How do I exchange my item for a different size?

You can exchange an item for an alternative, or for the same in a different size. Please note: we do not offer exchanges for international customers. For international customers, it is best for you to return the unwanted item, then place a new order with the correct style or size desired. For UK and Ireland customers, to exchange an item - simply complete our returns form, noting in the 'exchange' section the style and size you would like.

 

How long does shipping take?

Shipping is usually between 3-5 working days, but you should allow for up to 7 days for delivery in case of courier back log, or weather conditions. You may call into our sales team to inquire about 24 hour next day delivery.

 

How do I track my order?

Your invoice is sent to you by email once your order is processed. On this, you can click the 'Track my Package' button, which will link you through to the relevant courier page. Your tracking number is also on your invoice. If you need any help tracking your parcel, or the tracking information is hard to understand, feel free to contact us by email (support@petandcountrystore.com), through live chat, or by telephone: 0845 565 0933.

 

What is the cost of shipping?

The standard shipping cost for UK and Ireland is £2.95. We offer free delivery on orders from these locations over £50. For international customers, standard delivery charge can vary depending on the size and weight of the order. Our website will calculate the cost of shipping on the basket page when you have added the products you wish to purchase. For USA customers, you receive free delivery on orders over $200. 

 

Are there any discounts for first time buyers?

Yes! If you sign up to our mailing list, you should receive an email with a 15% off voucher code for your first purchase. This voucher is only valid for full price items and not those on sale already.

 

Where do I enter my voucher code?

When you click to view your basket, there is a box to the left of the screen that says: Do you have a voucher code? You just type in your voucher code here, and click 'Add'. This should deduct the correct amount from your total. Please note: delivery charges do not get discounted, only the products get discounted.

 

My voucher code isn't working

If you have signed up to our mailing list, you will receive an email in your inbox, which will have your voucher code for your first order (check your junk folder - just in case!). This voucher, as well as others, are valid for full price items, and not items that are already discounted on our website. If you are still having trouble using this voucher or any other that you may have received, you can chat to us on live chat.

 

What do I do if my item is faulty?

We hope you receive all of your items in perfect condition. If anything you've ordered from us becomes faulty over time or has a fault when it arrives with you, simply contact us and we can advise the best steps from there. You can call on 0845 565 0933, or email at support@petandcountrystore.com. We will usually ask to see photographs of the fault in the item, and then advise you to send the item back to us for a refund or replacement. Some of our brands have guarantees in place where you can send faulty items back within a certain time period.

 

What do I do if the item I am interested in is not available? 

If you see a product that you are interested in but it is showing up as discontinued, then unfortunately we no longer have any of this product in stock, and will not be getting any more into stock. If an item is showing as 'out of stock', you can contact us to see if we have any more of this product available in our local store, or if we are due to get any more into stock.