Free Standard UK Delivery On All Orders* Free Standard UK Delivery On All Orders*

FAQs

When can I contact customer service?

Our Customer Service Team is available between 9:00am - 5:00pm (Monday -Thursday) 9:00am - 4:30pm (Friday)

Email us at customerservice@petslovescruffs.com 

Do I have to register to place an order?
No, you can place an order either by registering or shopping as a guest. 
Please note, if you shop as a guest, you cannot access your order history etc.

When will I receive confirmation of my order?
You will receive an email confirmation of your order as soon as it has been placed. You will then receive a dispatch confirmation once the order has been shipped.

Can I change my delivery address?

If you have entered an incorrect delivery address, please contact us as soon as possible with the correct details and we will try our best to accommodate you if the order hasn’t been processed. If the order has already been shipped, there may be a slight chance that the address can still be amended but may be subject to an additional fee.

Can you deliver to  a work address?

Yes, we can deliver to a residential address or places of work. If you would like delivery to your place of work you will need to ensure that someone will be there to take receipt of the goods as the courier may deliver to the place, not the person. We will not be liable if the parcel is lost once signed for at the workplace.

Do the all the prices include VAT?

Yes, all our prices include VAT at the standard rate.

What happens if you can't fulfil my order?

There may be times when we are unable to fulfil an order due to reasons beyond of our control. We provide full transparency with this and we will contact you within 24 working hours with an explanation and to advise of the options available to you. 

If I have a question about a product, who can I contact?
Email us at customerservice@petslovescruffs.com  advising which product you like to enquire about and your query. We will respond to your query as soon as possible.

Can orders be returned for an exchange or refund?

Goods that are not suitable can be returned for a refund, as we are unable to offer an exchange. Please see the Returns & Refunds page for more information. 

What payment methods do you accept?

We accept the following payment methods, Amex, Apple Pay, Google Pay, Visa Debit, Visa Credit, Visa Electron, Mastercard, Maestro and Pay Pal.

What are the standard hours of delivery for the UK?

Delivery is between the hours of 8am – 9pm, Monday to Friday.