UK delivery
HEY PAWS currently delivers to UK mainland addresses. We use delivery services that are appropriate for the size, weight, destination and requirements of each order.
Royal Mail services may be used depending on the size, weight and destination of your order.
InPost may be used where its parcel and delivery options are suitable for your order and destination.
Delivery costs
Delivery charges are calculated according to the order, parcel weight, destination and available courier service. Our delivery pricing starts from a minimum of £3 per kg, although the final charge may vary depending on the delivery service selected.
When will my order be dispatched?
We aim to process and dispatch orders as quickly as practical. Depending on the order and any specific delivery requirements, dispatch may take place from the same day up to two working days after the order is placed.
Order received
We receive your order and begin preparing it for processing.
Order prepared
Your products are checked, packed and prepared for the selected delivery service.
Order dispatched
Your parcel is handed to the appropriate courier service and begins its journey to you.
How long will delivery take?
We aim to have orders processed and dispatched within the timeframe stated above. Once your parcel has been handed to the courier, the actual delivery time depends on the service used and the destination.
As a guide, Royal Mail 2nd Class currently has a delivery aim of three working days, while InPost states that parcels sent to a Locker or Shop should arrive within three working days and home deliveries within four working days.
Tracking your order
Where tracking is available for your chosen delivery service, tracking information may be provided once your order has been dispatched.
If you have received tracking information, use the courier's tracking service to follow your parcel's progress and see the latest delivery updates.
If your order is delayed
If your parcel has not arrived within the expected delivery timeframe, please allow a little additional time for courier delays before contacting us.
If you believe your order is significantly delayed, contact HEY PAWS with your order number and any available tracking information. We'll help you understand the current status of your delivery.
Please check your delivery address
Please make sure your delivery address is complete and accurate before placing your order. Incorrect or incomplete address information can cause delays, additional delivery attempts or the parcel being returned to the sender.
If you notice an address error after placing an order, contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been processed or dispatched.
Damaged parcels or products
If your parcel arrives visibly damaged, please check the contents as soon as possible. If an item is damaged or something is missing, contact us with your order number and details of the issue.
Photographs of the packaging and affected product may help us investigate the issue with the relevant courier or supplier.
Where we currently deliver
HEY PAWS currently offers delivery to UK mainland addresses. We are working towards expanding our delivery coverage and may introduce additional destinations and services in the future.
Delivery questions
Can I choose my courier?
Courier availability can depend on the destination, parcel size, weight and delivery requirements. We may therefore use Royal Mail or InPost as appropriate.
Can I request a particular delivery service?
If you have a specific delivery requirement, please contact us as early as possible. We will consider available options, although we cannot guarantee that every service will be available for every order.
Is delivery always free over £50?
Orders over £50 currently qualify for free delivery under our standard UK mainland delivery offer. Certain exceptional delivery requirements may be subject to different arrangements.