Orders
Everything you need to know about placing and managing an order with HEY PAWS.
How do I place an order?
Choose the products you'd like, add them to your basket and proceed to checkout. Follow the checkout instructions to enter your delivery and payment details and complete your purchase.
Can I change my order after placing it?
If you need to change an order, contact us as soon as possible. We may be able to help if the order has not yet been processed or dispatched, but changes cannot always be guaranteed.
Can I cancel my order?
If you want to cancel an order, contact us as soon as possible. Your cancellation and refund rights may depend on whether the order has already been dispatched and the reason for cancellation.
I haven't received my order confirmation. What should I do?
First check your junk or spam folder and make sure the email address entered during checkout was correct. If you still cannot find your confirmation, contact HEY PAWS and provide the name and email address used for the order.
Delivery
Information about HEY PAWS delivery, dispatch and courier services.
Where does HEY PAWS deliver?
HEY PAWS currently delivers to the UK mainland. We plan to expand our delivery coverage in the future, including additional UK areas.
Which couriers do you use?
Depending on the order, destination and delivery requirements, we may use Royal Mail or InPost.
How long does delivery take?
Orders may be dispatched from the same day up to 2 working days depending on the order and delivery requirements. Courier transit time then depends on the service and destination.
How much does delivery cost?
Standard delivery currently starts from £3 per kg, although the final delivery cost can vary according to parcel size, weight, courier service and destination.
Is delivery free?
Yes. Orders over £50 currently qualify for free delivery, subject to the applicable delivery terms at checkout.
Will I receive tracking information?
Where a tracked delivery service is used, tracking information will be provided when available. The tracking information may also depend on the courier service selected for your order.
Returns
If something isn't right with your order, here's where to start.
Can I return an item if I change my mind?
For most eligible goods purchased online, UK consumer law generally provides a cancellation period. See our Returns & Refunds page for the full process and applicable exceptions.
How do I start a return?
Contact HEY PAWS before sending an item back. Please provide your order number and details of the product you want to return so we can provide the appropriate instructions.
What if I receive the wrong item?
Contact us with your order number and details of the product you received. We will review the issue and help arrange the appropriate solution.
What if my product arrives damaged?
Contact us as soon as possible. Where you can, provide photographs showing the damaged product and its packaging. This helps us assess the issue and work out the appropriate next step.
Need the full policy? Visit our Returns & Refunds page for detailed information about cancellations, returns and refunds.
Refunds
What happens after a return or approved refund.
How long does a refund take?
Once a refund is processed, the time it takes to appear in your account can depend on your bank, card provider or payment service.
How will my refund be paid?
Refunds will generally be made using the same payment method used for the original transaction, unless another arrangement has been agreed.
Will my original delivery charge be refunded?
Where a statutory cancellation right applies, the standard delivery charge is generally refundable. Additional costs for a more expensive delivery option may not be refundable.
Products
A few common questions about the dog products available at HEY PAWS.
What types of dog products do you sell?
HEY PAWS is being built around everyday dog essentials, including dog food, treats, toys, walking products, grooming and care products, feeding accessories, travel products and training and enrichment items.
Do you sell products from different dog brands?
Yes. HEY PAWS brings together products from selected dog brands so customers can discover a range of products in one place.
How do I choose the right product for my dog?
Product suitability can depend on your dog's age, size, lifestyle, dietary needs and individual requirements. Always check the product information and manufacturer's guidance before purchasing.
Do you provide feeding or veterinary advice?
Product information can help you understand what a product is designed for, but HEY PAWS is not a substitute for veterinary advice. If you have concerns about your dog's health, diet or specific needs, speak with a qualified veterinary professional.
Payments & checkout
Information about paying for your HEY PAWS order.
Which payment methods can I use?
Available payment methods are displayed during checkout. The options available may depend on your device, location and the payment services enabled for the store.
Is my payment information secure?
Payments are processed through the payment services available at checkout. Your payment details are handled through the applicable secure payment processing systems rather than being stored by HEY PAWS as ordinary order information.
Why did my payment fail?
A payment can fail for several reasons, including an incorrect payment detail, insufficient funds, a bank security check or an issue with the payment provider. Check your details and try again, or contact your payment provider if the problem continues.