Albert Airline Pet Carrier by Muffin & Berry

We offer Free Shipping on all our products for UK mainland.

We do our best to have your order shipped within 2 (two) to 5 (five) business days from the date of your order. Please note some of our products are custom made or sourced from mainland Europe and some delivery times frames may be between 3 (three) and twenty-one (21) business days. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.

We endeavor to have your order delivered in the shortest amount of time possible. Express delivery for the next day or within 48 hours is available in certain instances at an extra cost. Please email support@petsownus.co.uk for an accurate quote.

If, due to circumstances beyond our reasonable control, a product becomes out of stock after an order has been placed, the customer will be notified by email and given an option to cancel the order and receive a full refund.

The customer should be aware that if an order consists of more than one product, these products may be delivered separately. In these cases, the customer will accept part delivery of an order.
 

Cancellations & Refunds

Refund & Exchange Portal

Should you wish to return or cancel a product, you (the buyer) are now able to log a refund or exchange via our refund and exchange portal, 30 days, no questions asked If your order has been shipped, you (the buyer) will also be responsible for actual return shipping charges.

Refunds will only be issued to the original credit card that you use when placing your order. The refund will be issued to the customer within 30 days of receipt of the product. Refunds on returns will only be accepted if the customer returns the product in its original packaging, unused, with all labels in tact and any documentation that comes with the item.

Should you wish, we can arrange collection of the return for a fee, which will be deducted from the refund.

Please note some of our featured products are shipped from various countries in the EU. These items have limited return policies. In some cases an item may only be returned if it was received in a damaged condition. You (the buyer) will incur all costs related to return shipping of these items. 

You (the buyer) will be responsible for the safe return of any product as well as to ensure the correct postal insurance to cover the value of the product. A refund will not be issued for a product that does not reach the correct delivery address. 

If you have ordered an incorrect sized item then please contact us as soon as possible and we can amend the product size for you before the item is dispatched.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to support@petsownus.co.uk and we will process an insurance claim on your behalf. Kindly note if you would like to process any claims post delivery on faulty products, we will be happy to assist. We will require protocol evidence in the form of photos and video demonstrating  the fault which may include product details. 

Kindly refer to EU consumer rights