Shipping Policy

We offer reliable UK delivery and Click & Collect from our independent pet shop in Ramsbottom. We aim to process and dispatch your order as quickly as possible.

UK Delivery

We currently offer delivery within the UK using Royal Mail Tracked 48.

Royal Mail Tracked 48 aims to deliver within 2–3 working days, although delivery times can vary depending on the destination and circumstances outside our control. Delivery aims are not guaranteed.

Orders weighing more than the maximum permitted weight for an individual parcel may be split into two or more parcels. This means, for example, that an order weighing up to 30kg may be sent as two separate parcels.

Order processing and dispatch

Orders received before 1pm are normally dispatched on the same working day.

We are closed on Wednesdays, so orders placed on a Wednesday will normally be dispatched on Thursday.

Orders placed over the weekend will normally be dispatched on Monday.

Orders placed after 1pm on a working day will normally be dispatched on the next available working day.

During particularly busy periods, bank holidays or circumstances outside our reasonable control, dispatch may take longer. If there is a significant delay affecting your order, we'll contact you where appropriate.

Delivery charges

Our standard UK delivery charges are based on the total weight of your order:

Up to 1kg: £2.99
1.01kg to 5kg: £5.20
5.01kg to 19kg: £9.30
19.01kg to 30kg: £19.99

The applicable delivery charge will be shown at checkout before you complete your purchase.

For heavier orders, we may split your order into more than one parcel to ensure that each parcel is within the weight limits of our delivery service. Where this is necessary, you will normally still pay the single delivery charge shown at checkout.

Tracking

Orders sent using Royal Mail Tracked 48 are tracked to the delivery point.

Where tracking information is available, we'll provide it to you so that you can follow the progress of your delivery.

Royal Mail may also provide delivery notifications where the relevant contact details and service options are available.

Delivery delays

We aim to dispatch orders within the timescales set out above, but once an order has been handed to Royal Mail, the delivery is subject to their network and delivery times.

If your order has not arrived when expected, please contact us and we'll do our best to help and investigate the delivery with Royal Mail where necessary.

We remain responsible for ensuring that your order is delivered in accordance with your statutory consumer rights.

Nothing in this policy limits your statutory rights where goods are not delivered within the applicable legal timeframe.

Damaged deliveries

If your order arrives damaged, please contact us as soon as possible.

Where possible, please keep the packaging and the damaged item until we've had an opportunity to investigate the issue. We may ask you for photographs of the product, packaging and delivery label to help us with our investigation.

If the product has been damaged in transit, we'll work with you to provide an appropriate solution in accordance with your statutory rights.

Missing or lost deliveries

If your order appears to be missing or has not arrived within the expected delivery timeframe, please contact us.

As the sender, we may need to contact Royal Mail to investigate the delivery. Please provide us with your order number when contacting us so that we can locate your order quickly.

Please do not contact Royal Mail directly on our behalf unless we ask you to do so, as we may need to manage the delivery enquiry ourselves.

Click & Collect

Click & Collect is available from our Ramsbottom store.

Your order will normally be ready for collection within 20 minutes. We'll send you a message when your order is ready.

Please wait until you have received confirmation that your order is ready before travelling to the store to collect it.

Hills Pet Shop
51–53 Bridge Street
Ramsbottom
BL0 9AD

When collecting your order, please provide your order confirmation or other information that allows us to identify your order.

Click & Collect collection times

Click & Collect orders can be collected during our normal store opening hours.

If you are unable to collect your order, please contact us and we'll be happy to discuss the available options.

Products with special storage requirements

Some pet food and other products may have specific storage requirements, including chilled or frozen products.

Where a product has specific storage instructions, these should be followed as soon as you receive your order.

If you have any concerns about the condition of a product when it arrives, please contact us immediately before using the product.

Orders containing multiple products

Where an order contains several products, we will normally aim to dispatch the order together.

If one or more products are unavailable or there is another reason why we cannot dispatch the complete order, we may contact you to discuss the available options.

These may include waiting for the remaining product, sending available products separately or cancelling and refunding an unavailable product where appropriate.

Delivery to the wrong address

Please check that your delivery address is correct before completing your order.

If you realise that you've entered an incorrect address, please contact us as soon as possible. We'll do our best to help, but we cannot guarantee that an address can be changed after an order has been dispatched.

If an order is returned to us because an incorrect or incomplete delivery address was provided, please contact us so that we can discuss the available options.

Delivery restrictions

Our standard online delivery service is currently available within the UK.

We may occasionally be unable to deliver certain products or orders because of product restrictions, delivery restrictions or the requirements of our delivery provider. If this affects your order, we'll contact you where appropriate.

Delivery and your consumer rights

We take responsibility for getting your order to you in accordance with your statutory consumer rights.

Unless a different delivery period has been agreed with you, goods purchased online should generally be delivered without undue delay and within 30 days of the contract being made. :contentReference[oaicite:3]{index=3}

Nothing in this Shipping Policy affects your statutory rights under UK consumer law.

Need help?

If you have a question about your delivery or Click & Collect order, please contact us and we'll be happy to help.

Hills Pet Shop
51–53 Bridge Street
Ramsbottom
BL0 9AD
United Kingdom

Telephone: 01706 822133
Email: info@hillspetshop.co.uk