Shipping & Returns Policy

Shipping & Returns

At 2&4 Pets, we create carefully considered products designed for the needs of both pets and their people. To make sure your shopping experience is smooth and transparent, here’s everything you need to know about how we ship and handle returns.

Shipping Rates & Delivery Times by Region

• Shipping costs vary by parcel weight and are calculated at checkout.
• All UK parcels are sent with Royal Mail Tracked services. Parcels to all other available countries are sent with FedEx® International Connect Plus.
• Delivery times are estimates and may be affected by customs or local holidays.
• Deviations caused by the shipping service provider are possible.
  

We ship from London and our overseas partner warehouse, depending on stock availability. If a product is temporarily out of stock in the UK, it may ship from overseas, with typical delivery in 7-14 business days (1-3 days for processing and 5-10 days for shipping ).

When this applies, the estimated delivery timeframe will be clearly noted on the product page, so you can make an informed decision before placing your order.

Customs & Import Taxes

For deliveries outside the UK, shipping and applicable customs duties and taxes are calculated at checkout. In some markets, these charges are included in the product price.

When your order shows duties and taxes as prepaid, we send it on a duty-paid basis. If FedEx requests payment for charges already paid at checkout, please contact us before paying so we can investigate. Where duties and taxes are not included or prepaid at checkout, FedEx or local customs may request payment before delivery.

Some countries require extra customs information, such as a national ID number or date of birth. If needed, FedEx or our team will contact you. Customs checks may affect delivery times, and we will help you follow up if your parcel is delayed.

Delays

We do our best to ensure quick delivery, but delays may happen due to customs, holiday backlogs, or weather. If your parcel is delayed, we’re happy to help you follow up with the carrier.

Replacement Policy Due To Incorrect Address (Customer Error)

While we strive to provide the best service, there are instances where issues may arise due to incorrect information provided by the customer by accident. In this case (such as providing an incorrect postcode, incorrect or incomplete address details), we will work with the customer to resolve the issue.

We offer the option to send out a replacement order at a 50% discount, plus the full cost of postage.

Please contact our customer service team to confirm if replacement is possible. Once the situation is assessed and confirmed, an invoice will be sent. Upon payment, the replacement items will be dispatched as per our standard shipping procedure.

Lost or Damaged Items

2&4 Pets is not liable for any parcels lost or damaged after they have been dispatched. Once a package is handed over to the courier, responsibility for safe delivery lies with the shipping provider.

If your order arrives damaged or does not arrive at all, please contact the shipping carrier directly to file a claim. Please note: claims must be initiated by the recipient, as carriers typically require proof of non-delivery or damage directly from the receiving party.

Return & Refund Policy

We’re confident in the quality and design of our products — and for the health and safety of all pets, we encourage careful selection to avoid unnecessary returns. Please check the size chart and product details thoroughly before purchasing. 

That said, if something doesn’t work out, we’ve made the return process simple.

• Free Returns (30 Days) - UK Orders

We offer free returns within 30 days of delivery for all UK orders. Just email us at hello@twoandfourpets.com, and we’ll arrange a Royal Mail collection at your convenience. No printer is needed — the postman will bring the return label.

Please note: the 30-day free return period applies to UK orders only. Customers outside the UK are responsible for return shipping costs.

• Returns (14 Days) - EU Orders

For EU customers, under EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your parcel — no reason needed.

To exercise this right, please complete the withdrawal request form. Once submitted, you'll receive an email confirmation. We'll then be in touch with next steps for your return and refund.

Please note: return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

• Manufacturing Defects

Returns for manufacturing defects are accepted within 90 days of purchase. Items damaged due to misuse, improper washing, or general wear are not eligible for refund.

Conditions for Return

To be eligible for a full refund:

• Items must be unused, in brand new condition, and have all original tags attached.
• If the item shows signs of use, damage, or pet fur contamination, we may issue store credit or a partial refund, depending on the condition upon return.

Customised Products

For customised or personalised items are made to order, the craft + delivery process may take between 2–4 weeks. Please refer to the product page for specific timelines before placing your order. Because these items are uniquely created for you:

• All customised products are final sale and not eligible for return, exchange, or cancellation once production has begun.
• If you believe your customised item has a manufacturing defect, please contact us at hello@twoandfourpets.com within 7 days of receiving your order, and we’ll be happy to look into it.

Non-Returnable Items

Some items cannot be returned for hygiene and quality reasons:

• Customised or personalised items
• Gift cards
• Discounted clearance items
• Knitted products (Due to the delicate nature of knitwear, fitting may cause shape loss, and pet fur is easily embedded.)

Order Cancellation

Changed your mind? No problem — just email us at hello@twoandfourpets.com within 24 hours of placing your order, and we’ll cancel it if it hasn’t yet shipped.

If you have any questions not covered here, please feel free to get in touch — we're always happy to help: hello@twoandfourpets.com 🐾