We currently use Evri UK to deliver all orders.

Delivery Prices/Times: 

Parcel dispatch 1-2 business days.

UK STANDARD (2-4 working days): £3.50.

UK TRACKED EXPRESS (24-48 hours): £5.50 (order must be placed by 2pm and is only valid Monday-Friday). Free when you spend over £35!!!

If you choose standard delivery, orders will be dispatched within 1-2 working days (please note during extremely busy periods this could exceed this time frame). The delivery time frame starts from the day your order is dispatched. 

What happens if I am not home when they deliver?

You should receive a card through your door if no-one is at home to collect your parcel. If no card is recieved, please check your emails as Evri will have sent you the information you need to find your parcels whereabouts.

Will I get a tracking number? 

All orders are shipped with an Evri tracking number. You can track your parcels where abouts using this link: https://www.evri.com/track-a-parcel

What should I do if my order has not arrived? 

If you have not received your order within 5 working days after the delivery due date, please drop us an email on hello@buttercuppetproducts.co.uk. 

We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.

Please note that if the Evri tracking number shows that your parcel has been delivered, you will need to contact Evri to get more information and a reference number before we can look into organising a replacement. 

If your order has been delivered with photographic evidence on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. Please contact Evri with enquiries on missing orders.

How can I return my item? 

We're so sorry to hear that you are not happy with your Buttercup Pet Products. We want you to be 100% satisfied - if you would like to return an item you can do so within 14 days of the delivery date. 

To return your order please send it to the following address and make sure you include a slip with your order number inside. 

22 Chatsworth Park Road
Gleadless
Sheffield
S12 2UF

**Only products returned in perfect condition, free from pet hair and in their original packaging will be refunded or exchanged. Refunds and exchanges will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.**

You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence. 

Original postage costs will not be refunded unless an item is damaged/faulty.

If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return. 

Damaged Goods Policy

At Buttercup Pet Products, we take great care to ensure the quality and condition of our small pet products. We want to provide you and your furry friends with the best shopping experience possible. However, we understand that, on rare occasions, items may arrive damaged or in a less-than-satisfactory condition. To address such situations, we have established the following Damaged Goods Policy:

Reporting Damaged Goods:

1. Upon receiving your order, please thoroughly inspect all items for any damage or defects. It's essential to do this as soon as possible, ideally within 3 days of delivery.
2. If you discover any damaged or defective items, please take clear and detailed photographs of the damaged product and its packaging. This will help us better understand the issue and expedite the resolution process.
3. Contact our Customer Support Team immediately to report the issue. You can reach us by emailing hello@buttercuppetproducts.co.uk or using the live chat function on our website.
4. When contacting us, please provide the following information:

• Your order number
• Clear photos of the damaged items and their packaging
• A description of the damage or defect
• Your preferred resolution (refund, replacement, or exchange)

Return and Refund/Replacement Process:

1. Our Customer Support Team will review the information provided and assess the situation.
2. Depending on the assessment, we will offer one of the following solutions:

• A full refund of the purchase price (minus shipping costs).
• A replacement of the damaged item, shipped at no additional cost.

1. If a refund is issued, it will be processed within 5-7 business days using the same payment method used for the original purchase.
2. If a replacement or exchange is provided, we will promptly ship the replacement product to the address on file.

Conditions for Returns:

• Damaged or defective items must be reported within 30 days of delivery.
• Items must be returned in their original packaging.
• Buttercup Pet Products reserves the right to request additional information or photos to assess the damage.
• Buttercup Pet Products reserves the right to reject any faulty goods claim if Buttercup Pet Products belive the items have been missused or not used for the intended purposes.

Exceptions:

• Damages resulting from misuse, mishandling, or neglect after delivery are not covered by this policy.
• Buttercup Pet Products reserves the right to reject any faulty goods claim if Buttercup Pet Products believe the items have been missused or not used for the intended purposes.
• We cannot accept returns or replacements for perishable or consumable pet products.
• Buttercup Pet Products reserves the right to reject any faulty goods claim if Buttercup Pet Products believe the items have not been installed according to our installation guides.

Contact Us:
If you have any questions or concerns about our Damaged Goods Policy or need assistance with a damaged item, please contact our Customer Support Team at hello@buttercuppetproducts.co.uk.

This Damaged Goods Policy is designed to protect the interests of both our customers and Buttercup Pet Products. We are committed to providing you with quality pet products and excellent service. Thank you for choosing us for your small pet product needs.