Payment Information

Lillypaws Pet Products accepts a number of payment options, these are credit/debit card via our payment processor, Paypal and Telephone payments, all our payment solutions are secure and compliant with the required regulations. All items must be paid for and funds cleared before Lillypaws Pet Products will dispatch your order.

Delivery Schedule

We aim to ship all items within 7 days if all items are in stock and payment has cleared. However, most orders are received within 3 business days. If your order is urgent please e-mail us before ordering to check stock on

If part of your order is not is stock we will aim to dispatch these items within 14 days of your order. If, in the unlikely event, that we are not able to send your items within 30 days we will contact you.

Unless we agree a longer time for delivery of your order with you, we will always deliver you goods within 30 days. If we are unable to fulfill your order within 30 days we will inform you immediately and if you are in agreement arrange another time for delivery of your order. If we cannot arrange another time for delivery we will gladly refund any money you may have paid and/or cancel the order.

Back Orders

If your item is not in stock we will back order it for you. You will always have the option to cancel your item if you would rather not wait.

Shipping And Handling

Lillypaws Pet Products use Royal Mail/My Hermes for smaller orders. We use DPDLocal a next-day courier for those requiring faster delivery. However please note the next day applies to the next working day after dispatch, therefore if you order at 4pm on a Monday your item may not be picked, packed and dispatched until Tuesday, etc.


You may return any item within 30 days of receiving the item in the original condition for an exchange or full refund of the price you paid for the item.

Returns for personalised product will normally only be accepted if the personalisation is incorrect from the receipt of order.

All return and re-shipping charges are the customer’s liability.


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at and we will advise how to proceed with the issue.

How do I return or exchange an item?

Wrap the item(s) securely in a suitable envelope or packet

Complete and enclose the returns form that will be sent to you via e-mail, including your order number and the reason for the return

Please also include your original dispatch note with your return. If you do not have your original dispatch note, please include a cover letter with:

Your order number

Your name, email address and billing address

Details of how you want your return to be processed

Details of any fault or issue

Please return your item to the address below depending on your location:

Lillypaws Pet Products Returns

12, Clyngwyn Road



Rhondda Cynon Taff

CF42 5SL

Please note: for your protection we recommend that you use a tracked delivery service as we cannot be held responsible for goods not received.

Please allow up to 14 working days for your refund or exchange to be processed, refunds may take up to 30 days to show in your account.