How long will my order take?

UK orders are processed and usually packed within 1-2 working days of receiving your order and sent via Royal Mail Tracked 48 (unless otherwise specified) and will take a further 2-3 working days to reach you. ‘Working days’ are Monday to Friday and exclude public holidays.

Busy times, such as Christmas and holiday periods, occasionally impact Royal Mail’s service and you may experience a delay in receiving your order. Please contact office@holisticvet.co.uk if you still haven’t received your order after 7 working days and we will help track down your order.

In the rare event that Royal Mail has lost your parcel (not showing as ‘delivered’ or ‘attempted delivery’) after 14 working days, we will replace it. If your parcel is showing as ‘delivered’ or ‘attempted’ to have been delivered, we regret that we can’t provide a replacement and will refer you to Royal Mail.

My order hasn’t arrived

If your order hasn’t arrived after a reasonable amount of time, please email us with your order number and we will be able to see if delivery has been attempted or not.

International Orders

Please contact office@holisticvet.co.uk for all international enquires.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, minus the original shipping fee (where applicable) and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

If you haven’t received a refund yet, please check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at office@holisticvet.co.uk.

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Replacements

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at office@holisticvet.co.uk and send your item to: Holisticvet, The Veterinary Practice at The Bungalow, Slaughterford, Chippenham, SN14 8RH, United Kingdom.

Returns

Our Return Policy lasts 30 days. We can’t offer you a refund or exchange after this duration.

To be eligible for a return, your item must be unused, undamaged and in the same condition that you received it. It must also be in the original packaging. You are responsible for return shipping charges.

To complete your return, we require a receipt or proof of purchase.

To return your product, please send your product to: The Bungalow, Slaughterford, Chippenham, Wiltshire, SN14 8RH, United Kingdom.

You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping items over the value of £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.