Delivery Information

Where we deliver

We currently deliver across the United Kingdom. We are working on the Republic of Ireland and the rest of the EU — sign up to our newsletter to be the first to know when those open up.

Timeframes

We aim to dispatch your order within 1–2 working days of payment confirmation. Standard delivery then typically takes 2–4 working days to arrive. Working days are Monday to Friday, excluding bank holidays. Dispatch may be a little slower around launch and busy periods, and we will always let you know if anything is delayed.

Delivery cost

UK delivery is free on all orders during our launch. Any charges that may apply in future will be shown at checkout before you pay — you will always see the final total, including any delivery, before confirming your order.

Tracking

When your order is dispatched, we will email you a dispatch confirmation with a tracking code so you can follow your delivery.

Carrier

Orders are dispatched from the UK, with Royal Mail as our default carrier, in right-sized recycled cardboard mailers.

If your order is delayed, lost or damaged

If your order has not arrived within a reasonable period after the expected delivery date, email us at hello@frankieandpaws.com with your order number and we will investigate. If an order is confirmed lost, we will resend it or refund you, whichever you prefer.

If your order arrives damaged, email us a photo within a few days of delivery and we will arrange a replacement or refund straight away — you will not need to return a damaged pouch first.

Contact

For delivery enquiries, email hello@frankieandpaws.com.