Frequently Asked Questions
Find answers to common questions about orders, delivery, returns and support.
Orders
How do I place an order?
Simply choose the product you want, add it to your cart and complete checkout using the available payment options.
Will I receive an order confirmation?
Yes. After placing your order, you will receive an order confirmation email with your order details.
Shipping
Where do you ship?
We currently ship within the United Kingdom and selected European countries.
How long does delivery take?
UK delivery usually takes 7–15 business days after processing.
Europe delivery usually takes 10–20 business days after processing.
How much does shipping cost?
UK delivery costs £4.99, with free delivery on orders over £50.
Europe delivery costs £8.99, with free delivery on orders over £75.
Will I receive tracking information?
When tracking is available, you will receive tracking details by email once your order has been dispatched.
Returns
Can I return an item?
Yes. You may request a return within 14 days after receiving your order.
What condition must the item be in?
Items must be unused, in their original condition and in their original packaging, with any tags, labels or accessories included.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is faulty, damaged or incorrect.
How long do refunds take?
Once your return is received and approved, refunds are usually processed within 14 days to your original payment method.
Support
How can I contact Norvelle Pets?
You can contact us through our contact form or by email at:
When will you reply?
We aim to reply as soon as possible during our support hours.