ORDERS
I haven't received a confirmation email?
Please allow a short time for your confirmation email to be received and check your junk/spam mail as it may appear there. It may be the case that your order has failed in which case a confirmation email would not have been sent. We would advise checking your recent bank transactions.
DELIVERY
Do you have free delivery
We offer free shipping on orders over £50
How long does delivery take?
Our standard delivery takes 3/7 working days.
Do you do next day delivery?
We sure do babe! Order before 3pm for next day delivery received next day or within 1 working day.
Do you ship worldwide?
Yes, we ship internationally.
Who will deliver my order?
Our parcels are delivered with Royal Mail.
What if I won't be in when my order is due to be delivered?
If you aren't in when delivery is attempted, Royal Mail will leave a card to let you know where your parcel is. It may be left with a neighbour or taken to your local sorting office where you can pick up your order or choose for it to be redelivered.
RETURNS
How do I return an item?
Our returns policy can be found here: https://www.Petheist.co.uk/returns
When will my refund be processed?
Normally our returns can take up to 7 working days from the date we receive the item back at our warehouse. However, due to COVID-19 this may take slightly longer. We apologise for any inconvenience caused and appreciate your patience during this time.
Why haven't I been sent a confirmation that my return has been received?
We, unfortunately, don't send confirmation emails when we receive returns at our warehouse as it is not always possible to identify them until they are opened. We can, however, track your return if you provide the tracking number to see if it has been received. You will, however, receive an email to confirm your refund has been processed.
How long do I have to return an item?
You can return an item for a refund within 14 days or for store credit within 30 days. Returns outside of this time may not be accepted.
My tracking shows you have received my return, why haven't I received a refund yet?
When we receive your return, it goes into a queue awaiting processing upon date received. If your tracking shows we have received your return, please be assured it will be refunded shortly. Please allow up to 14 days for your refund to be processed.
PRODUCTS
When will this item be restocked?
Please select the notify me button when back in stock option on our website and you will be emailed as soon as the product comes back into stock. Please note sale items are less likely to be restocked but may be returned by a customer. We also recommend following us on our social media accounts for up-to-date restock alerts.
PROMOTIONS
What discounts do you offer?
We regularly have offers online including flash sales and 48 hour discounts.
Also, if you sign up to our mailing list you will receive a 10% discount on your first order with us, however this code is not to be used in conjunction with any sale promotions. Only one use per customer.
Why haven't I received my sign-up email with my 10% off code?
Please check your spam/junk mail as often new subscription emails can appear there.
Why isn't my discount code working?
Please ensure you are entering the discount code exactly as shown paying notice to upper and lower-case letters as well as ensuring your mobile device does not auto correct the code. Also, please ensure that it is valid and that you have reached the minimum requirements. Most of our flash sale discounts are only valid for 24 hours, a minimum spend may apply.
Why can't I use Free Shipping when I am using a discount code
Unfortunately, free shipping is classed as a discount, so this cannot be used in conjunction with a discount code. However, the discount you receive is likely to be of higher value than free shipping.
SUPPORT
How do I get in touch with customer service?
You can contact us via:
Email - petheistuk@gmail.com
Do you have a shop?
Yes - Bolton - Petheist STORE
address - 12 Meal House lane Bolton BL1 1DD
Why haven't I received a reply to a message I have sent?
Please note we are only open Monday-Saturday, 8am to 6pm. Any messages sent after 6pm or over the weekend will be answered the next working day.
Do you have any social media accounts?
You can reach us via social media at the following:
Facebook - https://www.facebook.com/profile.php?id=61553346492985
Instagram - https://www.instagram.com/petheistuk/
X - https://twitter.com/HeistPet57539
Pinterest - https://www.pinterest.co.uk/petheist/
How do I use my store credit?
When visiting our website, we are able to offer store credit via means of a gift card registered to you.
When are you open?
Our office hours are Monday-Saturday, 8am to 6pm. We are closed weekends and all UK public bank holidays.
