Delivery & Returns

Delivery

At BespokePets, every product is handmade to order. We take the time to carefully build, prepare and finish each item to the required specification.

Dispatch Times

Our normal dispatch time is 3–4 weeks from confirmation of your order.

During particularly busy periods, dispatch times may be slightly longer. If we expect your order to take significantly longer than the usual timeframe, we will keep you informed.

Dispatch times are based on business days. Saturdays, Sundays and UK bank holidays are not included.

Delivery Services

The delivery service used will depend on the size and weight of your order.

Smaller items

Smaller items are normally sent using Parcelforce 24, with delivery usually expected within approximately 24 hours from dispatch, subject to the courier’s service.

Large & Extra Large Items

Larger items are normally sent using Parcelforce 48 or Parcelforce Large Parcel services, depending on the size and weight of the package.

Very Large Items

Very large products may be sent using a specialist courier such as Tuffnells, which handles larger and heavier parcels.

Delivery times are estimates provided by the courier and are outside of our direct control.

Tracking

Once your order has been dispatched, we will provide you with the relevant tracking information so that you can follow the progress of your delivery.

Packaging & Damage in Transit

We take great care when preparing your order for delivery and all items are carefully packaged to help protect them during transit.

If your order arrives damaged, please contact us as soon as possible and provide photographs of the packaging and the damage to the product. This will allow us to investigate the issue with the courier and arrange an appropriate solution.

International Delivery

We currently focus on deliveries within the United Kingdom.

If you are located outside the UK and would like to place an order, please contact us before purchasing. We can provide a delivery quotation based on the size, weight and destination of your order.

Returns & Refunds

Because many of our products are made to order and may be customised to a customer's individual requirements, the cancellation and return rights can differ from those applying to standard, off-the-shelf products.

Where a product has been made specifically to a customer's individual specifications or is clearly personalised, the normal change-of-mind cancellation right may not apply.

However, nothing in this policy affects your statutory rights. Our products must still be as described, of satisfactory quality and fit for their intended purpose.

Change-of-Mind Returns

For standard, non-personalised products purchased online, you may have a statutory right to cancel your order within 14 days of receiving the goods. Certain products that have been genuinely made to your individual specifications or are clearly personalised may be exempt from this right.

If you wish to cancel an eligible order, please contact us as soon as possible using the details below.

Faulty or Damaged Items

If your order arrives damaged, faulty or does not match the agreed specification, please contact us as soon as possible.

Depending on the circumstances, we may offer a repair, replacement or refund in accordance with your statutory rights.

Please provide photographs and details of the issue where possible, as this will help us assess the problem and resolve it as quickly as possible.

Items Damaged During Delivery

If an item has been damaged during transit, please contact us as soon as possible with photographs of

 • The damaged product

•The outer packaging

 • Any visible damage to the packaging

We will then investigate the issue and work with the courier to resolve it.

Custom & Bespoke Orders

For custom orders, we will confirm the agreed dimensions, design, colours, features and other specifications with you before construction begins.

Because bespoke products are made specifically to your requirements, please check the agreed specifications carefully before we begin making your order.

If you would like to make a change after production has started, please contact us as soon as possible. We will do our best to accommodate changes where possible, although additional costs may apply depending on the stage of production.

Questions About Your Order?

If you have any questions about delivery, returns or your order, please get in touch and we'll be happy to help.

Email: bespokepets@gmx.co.uk