Delivery policy
1. Introduction
This Shipping Policy explains how Orders are processed, dispatched, delivered, and managed when you purchase Products from Wee Whiskers Pet Supplies (the “Website”).
This Shipping Policy forms part of our Terms & Conditions and should be read alongside our Returns & Refunds Policy and Privacy Policy.
We aim to provide clear information regarding delivery times, shipping charges, courier services, and delivery procedures.
Nothing in this Policy affects your statutory rights under applicable UK consumer protection laws.
By placing an Order through the Website, you agree to the terms set out in this Policy.
2. Shipping Costs
Shipping costs are calculated based on factors including:
the size and weight of the Goods;
the delivery location;
the shipping method selected; and
the total value of the Order where applicable.
Applicable delivery charges will be displayed during checkout before you place your Order.
Product dimensions, weights, and delivery information may also be shown on individual product pages where relevant.
Delivery charges may vary depending on:
parcel size;
parcel weight;
courier service used; and
delivery destination.
Any available shipping rates, free delivery thresholds, or regional delivery restrictions will be displayed on the Website or during checkout.
3. Delivery Areas
We currently deliver to mainland United Kingdom addresses only.
We do not currently deliver to:
the Channel Islands;
Northern Ireland;
BFPO addresses; or
international destinations.
Certain remote areas, including parts of the Scottish Highlands and Islands, may be excluded from delivery or subject to additional delivery charges.
If an Order is placed for an address outside our available delivery areas, we reserve the right to refuse, cancel, or refund the Order.
Any delivery restrictions, exclusions, or additional regional delivery charges will be displayed on the Website or during checkout where applicable.
4. Processing Times
Orders are typically processed within 1–3 Working Days (Monday to Friday, excluding public holidays in Scotland).
Orders placed outside normal business hours, on weekends, or on public holidays will usually be processed on the next Working Day.
Processing times are estimates only and may occasionally be extended during:
busy periods;
promotional events;
public holidays;
severe weather conditions; or
circumstances outside our reasonable control.
Processing times are separate from estimated delivery times.
You will receive a Dispatch Confirmation email once your Order has been shipped.
4.1 Split Deliveries
Where an Order contains multiple items, we may deliver the Goods in separate shipments where reasonably necessary.
Additional delivery charges will not be applied for split shipments initiated by us unless clearly agreed in advance.
4.2 Tracking Information
Where tracking is available, tracking details may be provided in your Dispatch Confirmation email or through the courier’s tracking system.
Tracking availability may vary depending on the delivery service used.
5. Delivery Methods and Estimated Timeframes
This section explains the delivery services and estimated delivery timeframes currently available for Orders placed through the Website.
Standard UK Mainland Delivery
Estimated delivery timeframe: 3–5 Working Days after dispatch.
Delivery timeframes are estimates only and are not guaranteed.
Delays may occasionally occur due to circumstances outside our reasonable control, including:
courier disruptions;
severe weather conditions;
industrial action;
high order volumes;
supply chain interruptions; or
other Force Majeure Events.
Estimated delivery times are separate from Order processing times.
Unless otherwise agreed, Orders will be delivered within 30 days of the Contract being formed in accordance with applicable consumer law.
If we become aware of a significant delivery delay, we will make reasonable efforts to contact you using the details provided with your Order.
6. Delivery Charges
Delivery charges are calculated based on factors including:
parcel size and weight;
delivery destination;
courier service selected; and
the total value of the Order where applicable.
Delivery charges will be calculated during checkout and clearly displayed before you complete your Order.
We may offer free delivery promotions, flat-rate shipping, or discounted delivery offers from time to time. Any such promotions will be subject to separate terms and may be withdrawn or amended without notice.
Additional delivery charges may apply for:
remote locations;
non-standard delivery areas; or
oversized or unusually heavy parcels.
Any applicable delivery restrictions or surcharges will be shown during checkout where possible.
7. Delivery Requirements
Customers are responsible for ensuring that:
a. the delivery address provided at checkout is accurate, complete, and up to date;
b. any delivery instructions provided are accurate and appropriate; and
c. where required, someone is available to accept delivery.
Certain deliveries may require a signature upon delivery.
We are not responsible for delays, failed deliveries, losses, or additional costs arising from:
incorrect or incomplete delivery information;
failure to collect parcels;
refusal of delivery; or
failure to follow courier delivery instructions.
Where a parcel is returned to us due to failed delivery or non-collection, additional delivery charges or return costs may apply.
7.1 Safe Place Deliveries
Where you authorise a courier to leave a parcel in a safe place or with a neighbour, delivery will be deemed completed once the parcel has been delivered in accordance with those instructions.
We are not responsible for loss, theft, or damage occurring after delivery has been completed in accordance with your delivery instructions.
7.2 Multi-Occupancy Buildings
Where delivery is made to an apartment building, shared property, reception area, concierge, mailroom, or similar location, delivery may be deemed completed once the parcel has been accepted at that location in accordance with the courier’s procedures.
8. Risk and Ownership
Goods are deemed delivered when they come into the physical possession of:
you; or
a person identified by you to take possession of the Goods.
Risk in the Goods passes to you upon delivery.
Ownership of the Goods passes to you only once full payment, including any applicable delivery charges, has been received in cleared funds.
Nothing in this section affects your statutory rights under applicable consumer protection laws.
9. Failed Deliveries and Incorrect Information
Customers are responsible for providing accurate, complete, and up-to-date delivery information when placing an Order.
Wee Whiskers Pet Supplies is not responsible for delays, failed deliveries, losses, or additional costs arising from:
incorrect or incomplete delivery details;
refusal of delivery;
customer unavailability; or
failure to collect parcels from a courier collection point.
Where delivery cannot be completed, the courier may:
attempt redelivery;
leave the parcel in accordance with delivery instructions or courier procedures;
leave a delivery notification card; or
return the parcel to us.
If an Order is returned to us due to failed delivery or non-collection, additional redelivery charges or return costs may apply.
Any refunds issued for returned Orders may be reduced to reflect reasonable return or redelivery costs where permitted by applicable law.
9.1 Refused Deliveries
If delivery is refused by the customer and the parcel is returned to us, we may deduct reasonable return costs or unpaid delivery charges from any refund where permitted by applicable law.
10. Damaged, Faulty, or Missing Items
Customers should inspect Goods as soon as reasonably possible after delivery.
If any Goods arrive damaged, faulty, incorrect, or incomplete, customers should contact Wee Whiskers Pet Supplies as soon as possible after receipt using:
Where reasonably possible, customers should report delivery issues within 72 hours of receipt to help us investigate the matter with the courier or supplier promptly.
Customers may be asked to provide:
the Order number;
photographs of the Goods and packaging; and
any other information reasonably required to investigate the issue.
Delays in reporting damage, faults, or missing items may affect our ability to investigate courier-related claims, but nothing in this section limits or excludes your statutory rights under applicable consumer protection laws.
Where a parcel is confirmed as lost by the courier, we will work with the customer to provide an appropriate resolution in accordance with applicable consumer protection laws.
11. Delays Outside Our Reasonable Control
Wee Whiskers Pet Supplies is not responsible for delays caused by events outside our reasonable control, including but not limited to:
severe weather conditions;
courier disruptions or transport failures;
industrial action or strikes;
supply chain interruptions;
system outages;
natural disasters; or
other Force Majeure Events.
Where reasonably possible, we will make reasonable efforts to keep customers informed of significant delivery delays.
Nothing in this section limits or excludes your statutory rights under applicable consumer protection laws.
12. Your Legal Rights
Nothing in this Shipping Policy limits or excludes your statutory rights under applicable UK consumer protection laws, including the:
Consumer Rights Act 2015; and
Consumer Contracts Regulations 2013.
Customers retain the right to cancel eligible online purchases within 14 days of receiving the Goods, subject to the terms set out in our Returns & Refunds Policy and applicable consumer law.
13. Contact Us
If you have any questions, concerns, or complaints relating to shipping, delivery, or your Order, please contact:
Wee Whiskers Pet Supplies
Tessa Donkersloot trading as Wee Whiskers Pet Supplies
Website: www.weewhiskerspetsupplies.co.uk
Last updated: 14/06/2026