FAQ

Frequently Asked Questions

Below you will find answers to some of the most common questions about shopping with JML Pets. If you need any further help, our customer support team will be happy to assist you.

Orders

How do I place an order?

You can place an order directly through our website by choosing the products you would like to buy, adding them to your basket, and completing the secure checkout process.

Can I change or cancel my order?

If your order has not yet been processed or dispatched, please contact us as soon as possible. We will do our best to help.

Once an order has been processed or dispatched, we may not be able to make changes or cancel it.

Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation email with your order details.

Please check your inbox and spam or junk folder if you do not see the confirmation email shortly after ordering.

Shipping & Delivery

Where do you ship from?

Orders are processed and dispatched from within the United Kingdom.

Where do you deliver?

We currently deliver within the United Kingdom, unless otherwise stated on our website or at checkout.

How long does delivery take?

Delivery times depend on the shipping option selected at checkout.

Economy Shipping: 5 to 8 business days — Free
Standard Shipping: 3 to 4 business days — £15 GBP

Delivery estimates begin from the date of dispatch, not the date the order is placed.

Are delivery times guaranteed?

Delivery times are estimates only and cannot be guaranteed. Delays may happen during busy periods, public holidays, courier disruptions, bad weather, or other circumstances outside our control.

Will I receive tracking information?

Where tracking is available, tracking details will be provided after your order has been dispatched.

Please note that tracking updates may take some time to appear after dispatch.

Returns & Refunds

What is your return policy?

You may request a return within 30 days from the date of delivery.

To be eligible for a return, the item must be unused, in its original condition, and returned with original packaging where possible.

How do I request a return?

To request a return, please contact us with your order number, the item you would like to return, and the reason for the return.

Once your request has been reviewed and approved, we will provide return instructions.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.

We recommend using a tracked delivery service when returning items.

When will I receive my refund?

Refunds are processed after the returned item has been received and inspected.

If approved, the refund will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Payments & Billing

What payment methods do you accept?

We accept secure payment methods available at checkout, including major credit and debit cards and supported digital payment options.

Accepted payment options may include:

  • American Express

  • Apple Pay

  • Diners Club

  • Discover

  • Google Pay

  • Maestro

  • Mastercard

  • Shop Pay

  • UnionPay

  • Visa

Is my payment information secure?

Yes. Payments are processed securely through trusted third-party payment providers.

We do not store, view, or have access to your full card details.

What currency are prices shown in?

All prices on our website are displayed in GBP, unless stated otherwise.

Products

Are product images accurate?

We aim to display product images and descriptions as accurately as possible.

However, colours, size appearance, packaging, or product presentation may vary slightly depending on your screen, device settings, or supplier updates.

Are all products in stock?

Product availability is shown on the product page and is updated regularly.

In rare cases, an item may become unavailable after an order is placed. If this happens, we will contact you with an update or suitable solution.

What should I do if I receive a damaged or incorrect item?

Please contact us as soon as possible after delivery.

Include your order number and clear photos of the damaged, faulty, or incorrect item so we can review the issue and assist you.

Account & Support

Do I need an account to place an order?

No. You may complete checkout as a guest.

Creating an account may help you track orders and manage your purchase history more easily, where this feature is available.

How can I contact customer support?

You can contact us using the details below:

JML Pets
Unit 12 Dodds Ln
Gwersyllt, centre LL11 4NT
United Kingdom

Phone: +44 74 4992 4582
Email: contact@JMLPets.co.uk
Website: JMLPets.co.uk

What are your opening hours?

Our customer support opening hours are:

Monday to Wednesday: 10:00 AM – 04:00 PM
Thursday to Saturday: 10:00 AM – 05:00 PM
Sunday: 10:00 AM – 04:00 PM