Shipping Information
Where we ship
We currently ship to UK . We do not currently ship to other countries.
Available delivery destinations and any applicable delivery restrictions are shown during the ordering process.
If we are unable to deliver to a particular address, we will inform you as soon as reasonably possible.
Shipping costs
Shipping charges, if applicable, are displayed clearly during checkout before you complete your order.
We do not add undisclosed delivery charges after an order has been placed.
UK guidance requires mandatory charges, including applicable delivery charges, to be presented clearly to consumers.
Order processing
Orders are processed after payment has been successfully confirmed.
Our usual processing time is: 1–2 BUSINESS DAYS.
Orders placed after weekends, or on public holidays may be processed on the next business day.
Processing times are estimates and may occasionally be affected by circumstances such as unusually high order volumes, payment verification, product availability, or other unforeseen circumstances.
Delivery times
Our estimated delivery time is:
Standard delivery: 2–4 working days
The estimated delivery period begins once the order has been dispatched.
Delivery times may vary depending on the delivery address, courier service, public holidays, adverse weather, operational disruption, or other circumstances outside our reasonable control.
Where a specific delivery date or delivery period has been agreed with the customer, we will aim to deliver within that agreed period.
Under UK consumer law, where no other delivery period has been agreed, goods generally must be delivered without undue delay and, unless otherwise agreed, within 30 days of the contract being made.
Delivery providers
We use Royal Mail, Evri , DPD UK, Parcelforce Worldwide, Parcel2Go to deliver orders.
The delivery provider assigned to an order may depend on the delivery address, parcel size, weight, availability, and the delivery service selected.
We will provide the relevant delivery information or tracking details where tracking is available.
Important: Only list courier companies here that Coco’s Pets Pantry actually uses.
Tracking
Where a tracked delivery service is used, we will provide tracking information after the order has been dispatched.
Tracking information may take some time to become active after the parcel has been handed to the delivery provider.
If you have not received tracking information or believe that there is a problem with your delivery, please contact us:
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841
Please include your order number when contacting us about an order.
Customs, duties and taxes
For orders delivered within the United Kingdom, applicable taxes and charges are handled in accordance with UK requirements.
If we offer delivery to destinations outside the UK, additional customs duties, import taxes, or other charges may apply depending on the destination and applicable laws. Any such charges that are the customer’s responsibility will be communicated where applicable.
Customers receiving goods sent to the UK from another country may be responsible for VAT, customs duty or other charges in certain circumstances.
Incorrect addresses and failed deliveries
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If an address is incorrect or incomplete, delivery may be delayed or the parcel may be returned to us.
If a parcel is returned because the delivery information provided by the customer was incorrect, or because the customer failed to accept or collect the parcel, we will contact the customer to discuss the available options.
Any additional delivery or return costs will be handled in accordance with our applicable Returns & Refunds Policy and the customer’s statutory rights.
Damaged, missing or delayed deliveries
If your parcel arrives visibly damaged, please contact us as soon as possible and provide photographs of the packaging and the products where appropriate.
Email: support@cocospetspantry.co.uk
If an order appears to be missing or has been significantly delayed, please contact us with your order number so that we can investigate the delivery with the relevant delivery provider.
Nothing in this policy limits or excludes any statutory consumer rights you may have. UK consumers have legal rights concerning goods that are faulty, not as described, or otherwise fail to meet applicable requirements.
Multiple shipments
Depending on product availability, order size, or fulfilment arrangements, an order may occasionally arrive in more than one package.
If this happens, the packages may arrive separately and may have separate tracking information.
Where applicable, customers will not be charged an additional delivery fee simply because an order is split into multiple shipments, unless an additional delivery charge was clearly disclosed and agreed before purchase.
Delivery problems
If your order has not arrived within the estimated delivery period, please contact us.
We will review the order and, where appropriate, contact the delivery provider to investigate the status of the shipment.
Customer Service
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841