FAQS
Orders & Shipping
Do you offer free shipping?
Yes. We offer free shipping on all UK Mainland orders—no minimum spend required.
How long will my order take to arrive?
Once dispatched, orders to all UK destinations typically arrive within 3–6 business days.
When will my order be dispatched?
- Orders placed before 3pm (Mon–Fri) usually leave our fulfilment centre the same day.
- Orders placed after 3pm or on weekends / UK bank holidays are processed on the next business day.
Do you ship on weekends or bank holidays?
Our warehouse does not dispatch orders on Saturdays, Sundays or UK bank holidays. These days are not counted as business days.
Which courier do you use and where do you ship from?
We ship via Royal Mail from our warehouse at:
UNIT 5, THE SEALINE WORKS, WORCESTER ROAD, KIDDERMINSTER, DY10 1HT.
Secure Payment
How can I pay for my order?
We accept major credit/debit cards, Google Pay/Apple Pay, and other secure payment methods as listed at checkout. Payments are processed securely to protect your personal data.
Why was my card declined?
Check your card details carefully. If issues persist, contact your bank.
When will my bank account be charged?
Your account is usually charged immediately upon placing the order. Occasionally, charges occur when your order is ready to ship. Contact Info@petskylos.co.uk if issues arise.
Account Info
Do I need an account to place an order?
No. You can check out as a guest. However, creating an account makes it easier to track your orders and view your order history.
What are the benefits of creating an account?
With an account, you can:
- View and track your orders
- Save your shipping details for faster checkout
- See your order history in one place
I’ve forgotten my password. What should I do?
Go to the account login page and click “Forgot password” to reset it via email.
I’m not receiving the reset password email. What now?
First, check your spam/junk folder. If you still can’t find it, please contact us at info@petskylos.co.uk and we’ll help you regain access to your account.
Reurns
I have changed my mind. Can I return an item or an entire order?
Returns are accepted within 30 days if the item is unopened and in original condition, including packaging.
What happens if an item I bought is damaged or defective?
Please email Info@petskylos.co.uk with your order number, issue description, and photos if possible. We’ll arrange a replacement or refund based on your preference.
How long does the return process take? How long until I see money in my account?
The return process can take approximately 2 weeks. After the supplier receives and processes your package (2-3 days), the refund appears in your bank within 5-7 business days.