Shipping & Delivery Policy

Last Updated: 30 August 2026

At Romiley Pets Pantry, we aim to make the delivery process straightforward, reliable, and transparent.

This Shipping & Delivery Policy explains where we deliver, how long orders normally take to process, the delivery services we offer, and what happens if an order is delayed, damaged, lost, or affected by incorrect delivery information.

1. Delivery Area

We currently deliver orders within the United Kingdom, unless a different delivery area is specifically stated on our website or agreed with you before your order is accepted.

Orders are processed and prepared for dispatch in the United Kingdom.

We currently do not offer international shipping unless expressly stated otherwise.

2. Order Processing

Once payment has been successfully confirmed, orders are normally processed within:

1–3 business days

For processing purposes, business days are Monday to Friday, excluding UK bank and public holidays.

Orders received during weekends or public holidays will normally begin processing on the next working day.

Order processing may include:

  • Payment and order verification

  • Product availability checks

  • Picking and packing

  • Preparing the parcel for collection or dispatch

  • Creating the appropriate delivery documentation

Processing time is separate from the estimated delivery transit time shown for each shipping service.

3. Delivery Options and Charges

The following delivery options are currently available for eligible UK orders:

Economy Shipping

Estimated delivery after dispatch: 5–8 business days
Shipping cost: Free

Standard Shipping

Estimated delivery after dispatch: 3–4 business days
Shipping cost: £15 GBP

Availability of a particular delivery option may depend on the delivery address, parcel size, product type, or other logistical requirements.

Any applicable delivery charge will be displayed during checkout before the order is completed.

4. Estimated Delivery Times

Delivery estimates begin from the date your order is dispatched, rather than the date on which the order is placed.

For example, the total time between placing an order and receiving it may include both:

  1. Our normal processing period of 1–3 business days; and

  2. The estimated transit period for your selected delivery service.

Unless a specific delivery date has been expressly agreed or guaranteed, delivery timeframes are estimates rather than guaranteed arrival dates.

Occasionally, deliveries may take longer because of circumstances such as:

  • Courier or postal-network disruption

  • Severe weather

  • Bank or public holidays

  • Seasonal demand

  • High-volume sales periods

  • Transport disruption

  • Operational issues affecting a delivery provider

  • Events outside our reasonable control

We will take reasonable steps to fulfil and deliver orders within the applicable timeframe.

Nothing in this section affects any rights you may have under UK consumer law where an order is not delivered within an agreed or legally required period.

5. Dispatch Confirmation and Tracking

Once your order has been prepared and dispatched, we may send you a dispatch confirmation by email.

Where tracking is available for the selected delivery service, the confirmation may include:

  • A tracking number

  • A tracking link

  • The name of the delivery provider

  • Relevant delivery information

Tracking information may take some time to become active after the parcel has been collected by the carrier.

Not all delivery services necessarily include full end-to-end tracking.

6. Providing the Correct Delivery Address

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please carefully check details such as:

  • Recipient name

  • House number or building name

  • Street address

  • Flat or unit number, where applicable

  • Town or city

  • Postcode

  • Contact information where requested

If you notice an error in your delivery address after placing an order, please contact us as soon as possible.

We will make reasonable efforts to update the address if the parcel has not yet been dispatched, but we cannot guarantee that changes will be possible once order processing or dispatch has begun.

If an order is returned to us because the customer supplied an incomplete or incorrect address, additional delivery costs may apply if the order needs to be sent again.

Any charges, deductions, refunds, or other action resulting from incorrect customer-supplied delivery information will be handled reasonably and in accordance with applicable UK consumer law.

7. Failed Delivery Attempts

If a courier is unable to complete a delivery, they may:

  • Attempt delivery again

  • Leave instructions for arranging redelivery

  • Deliver the parcel to an authorised collection location

  • Return the parcel to us

The options available will depend on the delivery provider.

Customers should follow any instructions provided by the courier within the specified timeframe.

If a parcel is returned to Romiley Pets Pantry following unsuccessful delivery attempts, please contact us so that we can discuss the available options.

Where legally permitted, additional shipping charges may apply if another delivery is requested in circumstances caused by the customer.

8. Safe Places and Nominated Recipients

Depending on the courier and delivery service, you may be able to request delivery to:

  • A safe place

  • A neighbour

  • Another person nominated by you

  • An alternative collection point

Please consider carefully whether the location or person you nominate is suitable and secure.

Where you specifically authorise delivery to a designated safe place or nominated person, the delivery may be treated as completed once the parcel has been delivered in accordance with those instructions, subject to applicable law.

9. Delayed Deliveries

If your order has not arrived within the expected delivery period, please contact us.

When contacting us, please provide:

  • Your name

  • Your order number

  • Your delivery address

  • Any relevant tracking information

We will review the order status and, where appropriate, contact the delivery provider to investigate.

Courier investigations can take different amounts of time depending on the circumstances and the carrier involved.

We will not use a courier investigation to remove or improperly delay any remedy to which you are legally entitled.

10. Lost Parcels

If a parcel appears to have been lost during delivery, please notify us as soon as reasonably possible.

Where Romiley Pets Pantry arranged the delivery service, we will work with the carrier to investigate the missing parcel.

Under applicable UK consumer law, goods generally remain at the trader's risk until they come into the physical possession of the customer or another person identified by the customer to receive them.

An exception may apply where the customer independently arranges a carrier that was not offered by us, in which case responsibility may transfer at an earlier point as provided by law.

Where an order sent using our delivery arrangements is confirmed as lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund, depending on the circumstances and your statutory rights.

11. Damaged Parcels

If your parcel arrives visibly damaged, or if products inside the parcel have been damaged during delivery, please contact us as soon as reasonably possible.

To help us investigate, we may ask you to provide:

  • Your order number

  • A description of the damage

  • Photographs of the product

  • Photographs of the external packaging

  • Photographs of the shipping label where relevant

Please retain the packaging and damaged goods until we have advised you whether they are needed for the investigation.

Where goods are damaged before responsibility for them passes to you, we will provide an appropriate remedy in accordance with applicable UK consumer law.

12. Missing or Incorrect Items

Please contact us if your delivery:

  • Contains the wrong product

  • Is missing an ordered product

  • Contains the wrong quantity

  • Is otherwise incomplete

Please provide your order number and details of the affected product.

We will review the matter and, where appropriate, arrange a replacement, refund, correction, or another suitable remedy.

13. Public Holidays and Busy Periods

Processing and delivery may take longer than usual during:

  • UK bank and public holidays

  • Christmas and other seasonal periods

  • Promotional events

  • Major sales

  • Periods of unusually high order volume

  • Severe weather or widespread transport disruption

We will make reasonable efforts to process orders efficiently during busy periods and communicate significant known disruptions where appropriate.

14. Orders Containing Multiple Products

Where an order contains several products, we will normally aim to send them together.

However, in some circumstances an order may be dispatched in more than one parcel.

If an order is divided into multiple shipments, the parcels may arrive separately and may have different tracking information.

Where applicable, we will provide relevant dispatch information.

15. Delivery Requirements for Certain Products

Some pet products may have particular storage, handling, packaging, size, weight, or transportation requirements.

As a result, certain products may:

  • Have restricted delivery options

  • Require specialised packaging

  • Be unavailable for delivery to certain locations

  • Require different delivery arrangements

Where special delivery conditions apply to a product, we will aim to make the relevant information available before the order is completed.

16. Your Statutory Delivery Rights

This Shipping & Delivery Policy does not exclude, restrict, or replace your statutory rights under UK consumer law.

Where no different delivery timeframe has been agreed, UK consumer law generally requires goods to be delivered without undue delay and no later than 30 days after the contract is entered into.

Where an agreed or legally applicable delivery period is not met, you may have rights to require delivery within an additional reasonable period or, in certain circumstances, to cancel the contract and receive a refund.

Different rules may apply where delivery by a particular date was essential and this was agreed or made clear before the contract was entered into.

Nothing in this policy is intended to limit any legal right or remedy that cannot lawfully be excluded.

17. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to:

  • Our delivery services

  • Shipping charges

  • Courier arrangements

  • Business operations

  • Applicable legal or regulatory requirements

The latest version will be published on our website.

When changes are made, the Last Updated date at the beginning of this policy will be revised.

18. Contact Us

If you have questions about shipping, tracking, a delayed order, or a delivery problem, please contact us:

Romiley Pets Pantry
Owner: Jessica Ana
146 Stockport Rd
Romiley
Stockport SK6 3AN
United Kingdom

Telephone: +44 161 373 8160
Email: contact@RomileyPetsPantry.co.uk
Website: RomileyPetsPantry.co.uk

Opening Hours

Monday to Saturday: 09:00 AM – 05:00 PM
Sunday: 10:30 AM – 02:30 PM