Help & Frequently Asked Questions

Can't find what you're looking for? Email us at hello@vardjur.co.uk and we'll get back to you within one business day.

Orders & Delivery

How long will my order take to arrive? Most orders arrive within 7–14 business days. Some products ship from overseas warehouses to keep prices fair — we'll always be upfront about this in the product listing. You'll receive a tracking link by email as soon as your order is dispatched.

Can I track my order? Yes. Once your order has shipped, you'll receive a tracking link via email. If you haven't received one within 3 business days of ordering, check your spam folder or drop us a message.

I ordered two items but only one has arrived. Is that normal? Sometimes, yes. If your order contains products from different suppliers, they may arrive in separate parcels at different times. Your confirmation email will indicate if this applies to your order.

Can I change or cancel my order? We process orders quickly, so get in touch as soon as possible at hello@vardjur.co.uk. We'll always do our best — but if your order has already been dispatched, we won't be able to stop it. In that case, our returns process will take over.

Returns & Refunds

What's your returns policy? We accept returns within 30 days of delivery. Items must be unused and in their original packaging. See our full Returns Policy for details.

My item arrived damaged. What do I do? We're sorry — that shouldn't happen. Email us at hello@vardjur.co.uk with your order number and a photo of the damage and we'll arrange a replacement or full refund straight away.

How long do refunds take? Once we've confirmed your return, refunds are processed within 5–7 business days back to your original payment method.

Products

Are your products safe for pets? Yes. Every product we stock is chosen with safety as a baseline requirement — not an afterthought. If you have a specific concern about a product's materials or suitability for your pet, email us before you buy and we'll give you a straight answer.

Do your electric products work in the UK? Yes. All electrical items we sell are compatible with UK plug sockets and voltage standards (230V). If an adaptor is required, this will be clearly stated in the product listing.

I'm not sure which product is right for my pet. Can you help? Absolutely. Email us with your pet's breed, size, age, and what you're trying to solve — we'll point you in the right direction. No sales pitch, just honest advice.

Payments & Security

What payment methods do you accept? We accept all major credit and debit cards, as well as PayPal and Apple Pay at checkout.

Is it safe to buy from Vårdjur? Yes. Our site uses SSL encryption and all payments are processed through secure, PCI-compliant providers. We never store your card details.