DELIVERY IS FREE TO THE UK.
I just placed an order, when will it be delivered?
We use Royal Mail as our carrier and all orders will reach you within 7-14 days, Monday to Saturday (except bank public and local holidays).
Currently we only deliver to the United Kingdom. Parcels are usually delivered by 4pm (subject to exceptions for remote areas with limited transport infrastructure such as the Highlands and Islands).
Sometimes, packages get lost by the Post office. Once we investigate with the Post Office and confirm that the package is lost and not late, we'll resend a new one to you, no extra charge!
How many days after I buy something can I return it?
We are confident that you will be happy with your purchase and that we will deliver smiles to you and your pet. However, if you change your mind for any reason, you can return your items (still in the original packaging, unopened and unused) within 30 days of purchase. We will refund the cost of the items in full – no quibble, no fuss.
How do I return my purchase?
We like to reassure you that our Returns Policy is EASY and another good reason to buy from us.
Just email us at ContactUs@floofymonsters.com with:
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your order number (found on your confirmation email),
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your name, your address,
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the reason you are returning your purchase,
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the address from where you would like us to collect your parcel.
We will reply with an email confirming the date the courier will collect the parcel and a return address label for you to print out. Place your item back in the box it was delivered in, tape it down securely and stick the return label to the top. Our couriers will collect it from your home address or work address if you prefer.
When we receive the parcel, we will email you to confirm that we will be refunding you via the same method you originally paid within 7days. You will receive the full amount you paid for the returned goods providing that they:
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are in the original packaging,
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in a resalable condition,
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and have not been used or opened.
You will not be deducted any monies for the return package.
What happens if my goods arrive damaged or faulty?
We offer a 100% money back guarantee in the unlikely event your item arrives damaged or faulty. Please contact us@floofymonsters.com within 24 hours of receiving your item.
Can I cancel my order?
To amend or cancel your order, please let us know as soon as possible. We can pack and send items out for delivery as soon as within 2 - 8hrs of receiving your order. If we haven't sent out your items, we can change or cancel your order. However, if your order is on its way, please request a refund following the Returns Policy above (don’t worry, it's easy).
I have entered an incorrect address what do I do now?
If you have miss spelled or auto filled in an incorrect address, simply reply to your order conformation email and confirm the correct address within 2 hours. No change of address will be possible after the 2 hours of you receiving your confirmation email.
I have a question that wasn't answered, can you please help?
Absolutely! Please contactus@floofymonsters.com and we will be happy to assist you in any way we can.
We do receive many emails and aim to reply within 48hrs.
