Customer FAQ

Our commitment is to your pet and the planet. We rigorously vet every brand to ensure their ingredients are ethically sourced, their production methods are humane, and their business practices are transparent. This ensures you're buying products that align with our core values and yours.

Every food product is expertly curated by our in-house pet specialists and certified nutritionists. We prioritize natural, high-quality ingredients, avoiding unnecessary fillers and artificial additives to support optimal health and well-being.

Yes, we do! You can book an in-store consultation with one of our certified pet nutritionists who can provide tailored advice and guidance for specific dietary needs, allergies, or chronic conditions. This service is available at all our physical locations.

Our eco-friendly collection focuses on sustainability from production to packaging. This includes toys made from recycled materials, compostable waste bags, and natural grooming products that are gentle on both your pet and the environment.

We pride ourselves on fast shipping. Once dispatched, most orders arrive within 3 days or less across the UK. You will receive an email confirmation with your estimated delivery window once your order is processed.

After your order is confirmed and shipped, you will receive a tracking number via email. You can use this number directly on our courier partner’s website or via the "Track Your Order" link provided in your email.

We stand behind our satisfaction guaranteed promise: Love it, or your money back. You can return most items in new, unused condition within 30 days of purchase for a full refund or exchange. Please visit our dedicated Returns page for detailed instructions on how to start the process.

We process orders quickly! If you need to cancel or modify your order, please contact us immediately (within 1 hour of placing the order). While we cannot guarantee changes, we will do our absolute best to accommodate your request before it is shipped.

You can find all our welcoming community hubs and view store hours on our dedicated Our Stores Page. We started in Notting Hill, and we love meeting members of our pack face-to-face!

Absolutely! We are extremely pet-friendly. All well-behaved, leashed dogs and secured small pets are welcome in our Paws & Prints locations. It’s a great chance for them to try out a new treat or toy!

We are proud to support local animal rescue efforts. This partnership includes quarterly adoption drives hosted at our stores, in-kind donations of food and supplies, and ongoing fundraising initiatives to help pets find their forever homes.