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Delivery and Returns

We aim to provide the best service to customers. This section provides information on delivery and returns.

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.


  • We are dedicated to dispatch your orders within one working day. We can dispatch the same day for all orders placed before 12pm every working day, which should arrive the next working day. 

  • Due to factors beyond our control, dispatching may be delayed. We are not liable to any losses due to delayed dispatching or deliveries.

  • The Saturday delivery option is only valid for orders placed before 12pm on Fridays. Orders placed after that time point may not be dispatched on Friday or delivered on Saturday.


  • ViolaPets is partnered with DPD (UK's favorite parcel delivery company). By default, all ViolaPets products will be delivered using DPD Next Working Day delivery service. 

  • Due to uncontrolled factors, delivery days may vary. If you have strict timeframe of receiving orders, we cannot guarantee the expected delivery date is 100% accurate. We cannot fulfil orders that require specific date or time of receiving the order for emergency or special needs. We are not liable to any losses caused by any delay caused by DPD delivery.

  • All ViolaPets delivery service is a fully tracked service with proof of delivery and interactive sms/email notifications and actual one hour delivery window. It provides you with “Dashboard” which gives you live status of all your parcels from the previous day and GPS tracking with My Parcel Live where you or your customers can see map of where the parcel is in real time.

  • If you require special delivery arrangements of delivery companies, you need to contact us in advance.

  • Our free delivery is based on the quotations we have from our partner DPD. If you require special delivery arrangements other than DPD, you may need to bear additional delivery costs above our original quotation. We will inform you the additional costs before dispatching, and we will only dispatch your order when additional delivery fees (if applicable) are cleared.

Free delivery terms

  • "Free Delivery" stated on the website is valid for most area of mainland UK excluding Channel Islands, Northern Ireland, Scottish Islands, Scottish Highlands, and Isle of Man.

  • We offer free delivery for orders from most of the Europe above £100, which is subject to potential customs charges for recipients. It is the recipients' full responsibilities to handle import charges to ensure smooth delivery. 

  • For specific delivery costs, please contact customer service of ViolaPets at:


  • We understand receiving parcels are not as easy as it seems. Fortunately, DPD offers a wide range of option to receive parcels. If you are not at home, you can choose the above options to allow successful delivery. 

  • Please go to DPD website or use DPD app to provide instruction before your delivery date if you know you would not be able to receive the parcel(s). However, even if you missed your first delivery, you can still do so to provide instructions for next delivery attempt. 

  • ​Please notice that if you missed your first delivery, you have ONLY 48hours to submit new instructions for next DPD delivery. If you did not act within 48 hours from your first delivery, your parcel(s) will be returned to us. Resending your parcel(s) will lead to £15 of cost per parcel (£8 returning fee + £7 resending fee).It does not apply to large and oversized parcels. The costs will be the correct delivery charges.

  • Please notice that it is entirely your responsibilities to act and provide instructions to DPD for successful delivery. Hence, it is important you input the full and accurate address when placing orders along with a correct email address and phone number to receive notifications from DPD. Delivery frictions caused by missing any of essential information for smooth delivery will entirely be the responsibilities of the recipient(s) (including related additional costs). 

  • We will not share your personal information or use your personal information for anything else from delivery or order communication. Detailed information please check our privacy policy.




  • We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions.


The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website

  • We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order

  • For items being delivered to you (as opposed to Click & collect), when your product is shipped from our warehouse we will send you a despatch confirmation email

  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

  • For most products sent directly from our warehouse, your credit/debit card will be charged when your order is placed.

  • If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as electrical appliances and furniture, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering


Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock

  • Our inability to obtain authorisation for your payment

  • The identification of a pricing or product description error

    • We are trying to ensure all information are correct and accurate, but people make honest mistakes from time to time. As long as our information are not misleading by large public advertising promotions, please do forgive our honest mistakes and the consequences.

    • We do not accept intentional complaints and actions to take advantages of our honest mistakes. For example, when new products firstly uploaded, prices errors may occur, such as we price multiple products the same price as a single product. As long as we do not promote it or offer misleading information on those prices, they are not "promotion prices" as it is a clear and obvious honest mistake. Any orders placing targeting to take advantage of those mistakes will be cancelled.

  • Your not meeting the eligibility to order criteria set out in the main Terms & Conditions

  • We reserve the right to limit the number of a given item that can be bought by an individual customer should we deem it appropriate. We also reserve the right to suspend your account and any associated accounts and contact you if we notice an unusual pattern of returns activity or there is other suspicious activity associated with your account or any associated accounts. In the event that this happens you will receive an email not notify you of this

  • Should we have taken payment prior to non-acceptance of your Order then we will refund you, but please note that it can take up to 5 days for the bank to transfer the funds to you

  • The contract will be concluded in English.




  • This legislation offers you the following cancellation rights when you buy online or by phone

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

  • Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
    Examples of items that cannot be returned (include but are not limited to the following examples):

    • ​Perishable items i.e. temperature controlled food/medication

    • Items that have been opened/used (unless found to be faulty.)

    • Items that have been opened/used even though you believed is different from your expectation or description. If you believed the product is not what you are expected, you should not open or use it. We will offer you a refund if the product is not as description or with confusions, but you should act sufficient goodwill by not using or opening the products.

  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

  • You can cancel by email notification.

  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. It is your responsibility to ensure the goods returned at a condition that we can resell with no value deduction. If the products are damaged or devalued due to the delivery of returns, we will still deduct the value from your reimbursement.

  • Although we make all efforts to ensure the service quality, we cannot control fully the handling of the delivery company. Any damages and broken products are not reflecting the quality of our service. Hence, during the situation of damaged products of delivery, we need evidence to file formal complaints to the carrier, which means we require the return of damaged products in some cases (especially when the damaged value is high). You agree to cooperate with us to return the products. We may deduct the values from the full refund if you refused or do not return the products to us.

  • We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

  • We may update our Refund policy for further details.

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