When will my order be dispatched?
All Pet & Paper products are personalised and made especially for you. We aim to prepare and dispatch orders within 1–3 working days after your order is confirmed.
Working days do not include weekends or UK bank holidays. During especially busy periods, we will contact you if your order is likely to take longer.
How will my order be delivered?
Orders are sent using Royal Mail. A single greetings card is normally sent by Royal Mail 1st Class. Orders containing two or more cards, portraits or gift wrap are normally sent using Royal Mail Tracked 24, with the parcel format selected to suit the contents.
Most orders should arrive within approximately 1–2 working days after dispatch. Royal Mail delivery times are estimates rather than guarantees and may be affected by busy periods, bank holidays or circumstances outside our control.
How much is UK delivery?
UK delivery is free when your product total is over £25, before delivery. For orders of £25 or less, delivery is charged once per order. Card-only orders cost £1.95 to deliver. Orders containing a print-only portrait or gift wrap cost £2.95 to deliver. All framed portraits qualify for free UK delivery.
The correct delivery charge is shown in your basket and again at checkout before you pay.
Where do you deliver?
We currently deliver to addresses within the United Kingdom. You will enter and confirm your delivery address securely during checkout, so please check it carefully before completing payment.
Can I return or cancel a personalised order?
Because our products are personalised and made to order, we cannot accept returns, exchanges or cancellations simply because you have changed your mind or no longer want the item.
Please check your photograph, spelling and personalisation details carefully before placing your order. We cannot provide a refund or replacement where an item has been produced correctly using the information supplied by the customer.
What if my order is damaged, faulty or incorrect?
We want you to be completely happy with your order. If your item arrives damaged, is faulty, or is different from what you ordered, please contact us as soon as possible.
Please include your order number, a description of the issue and, where applicable, clear photographs showing the problem. Once we have reviewed the issue, we will arrange an appropriate replacement or refund at no additional cost to you.
What if my order has not arrived?
If your order has not arrived within the expected delivery period, please contact us. We will investigate the delivery and arrange a replacement or refund where the parcel has been confirmed as lost.
How can I contact you?
Email customerservice@petandpaper.co.uk or use our contact form. Please include your order number so we can help you as quickly as possible.
This information does not affect your statutory rights.