FAQs

1. How long does shipping take?

Non-personalised items are dispatched within 1–2 working days (weekend orders ship the next working day). Personalised products take 5–15 working days depending on complexity. We carefully pack every order to ensure it arrives safely and thoughtfully.

2. Do you offer free shipping?

Yes, we offer free UK shipping on orders over £40. If your order is below this amount, you may use a valid promotional or free shipping code. Shipping fees are calculated at checkout based on weight and size.

3. What is your return policy?

We accept returns on unused, non-personalised items within 14 days. Items showing signs of wear or use cannot be returned for hygiene reasons. Personalised products are non-refundable unless faulty. Please contact us if there is a quality issue.

4. How do I choose the right size?

Please check the size guide on each product page. Measure your pet’s neck, chest, and back length for the best fit. If you’re unsure, feel free to contact us — we’re happy to help.

5. Do you offer personalised products?

Yes, many of our products — including clothing, collars, toys, and gift sets — can be personalised. Please provide accurate details and check your email, as we may confirm customisation before dispatch.

6. What makes PoppyPawz different?

Every product is carefully selected with pets in mind — from comfort to quality. We also offer personalised options and curated gift sets so every pet (and pet parent) can have something meaningful.

7. Do you offer promotions or special events?

Yes. Members may receive exclusive offers and a special birthday surprise for themselves or their pet. We also share occasional updates by email and host offline events with discounts and gifts.

8. What is the Product Tester Programme?

Members can apply to join our Product Tester Programme. Selected participants receive complimentary products to try and are encouraged to share honest feedback or reviews.

9. What are your shipping details?

Once dispatched, you can track your order through My Account → Your Orders. A tracking link will also be sent to your email.

10. How can I contact you?

For product or customisation enquiries: support@poppypawz.co.uk
General enquiries: info@poppypawz.co.uk
Partnerships: partnerships@poppypawz.co.uk