Shipping and Returns
Thank you for shopping at Great & Small. We hope you are pleased with your purchase, however, in the unlikely event you need to return something we will be happy to offer a refund.
If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within 12 months of purchase, we will arrange to collect and replace or to refund the item.
When shopping, please take time to make your selection, double checking you have the right size and colour before placing your order. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the customer. We will not be able to issue refunds for products maliciously damaged.
SHIPPING AND FEES
Enjoy free next day shipping on all orders over £39*.
For orders under £39 a charge of £6.99* will be made at checkout.
*All orders are subject to surcharges; your final delivery charge will be shown at the checkout. See Shipping Surcharges below for more information.
Using DPD couriers, we aim to offer same day dispatch, 7 days a week.
This applies to orders placed before 5pm on weekdays and before 2pm at weekends, and is subject to stock availability.
Please note that certain weather conditions and busier periods may slow your order down, so please always allow 48 hours from dispatch for your order to arrive. If you live in the Scottish Highlands and Islands, please also allow extra time for delivery.
DELIVERY DAY
You will receive a text or email from DPD the day before delivery and then again on the day, with a 1-hour slot. Please remember that home deliveries may need to be signed for and we kindly inform you that it is your responsibility to ensure someone is at home. If no-one can receive the order and delivery isn't possible then we respectfully reserve the right to apply further delivery charges should you require us to resend your order.
Please note that DPD's delivery service also has options to change the date of delivery or to have parcels left in a safe place/with a neighbour.
When accepting your Great&Small delivery please ensure the number of parcels you receive matches the consignment note. Any shortages should be marked on the note and also sent through to us at hello@greatandsmallpets.com within 3 days of delivery.
Please then check your delivery. If the box or contents are damaged, please mark the consignment note as 'damaged' or if you are unable to check simply mark as 'unchecked'. Please retain the original packaging in case you need to return your purchase.
REPEAT MY ORDER
The free Great & Small repeat delivery service allows you to schedule your order with no minimum spend, to repeat at a frequency of your choosing. We'll repeatedly deliver the products you need on a regular basis. How do I set up this service?
- Find your pet’s favourite food and treats
- Select your preferred size and quantity
- Choose the frequency of your repeat delivery e.g. every 2 weeks, every 4 weeks etc.
- Click “repeat delivery”
You can view your scheduled delivery from your Great & Small account page, where you will be given the option to amend the items, change the frequency of your delivery or cancel at any stage. Please note that you will be billed automatically on the date the repeat order is scheduled for.
FAULTY, DAMAGED OR INCORRECT GOODS
It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or you don't receive all the items from your order, please let us know right away. Simply email hello@greatandsmallpets.com or call 01293 265660 and we will work quickly to rectify the issue, either replacing or collecting items.
REFUNDS AND CANCELLATIONS
We hope you are happy with your order but if for any reason you need to return something, we are here to help.
If you would like to cancel your order, please let us know as soon as possible at hello@greatandsmallpets.com. Please note orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below.
The easiest way to return your order is at your local Pets Corner store, within 14 days of receipt. Simply bring along the goods with the original invoice and we’ll be happy to exchange or refund your item, excluding any postage charges.
Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all shipping fees to return an order are at the cost of the consumer. Please ensure the goods are returned within 14 days of receipt and in their original packaging.
SHIPPING SURCHARGES
Due to the gross weight and size of some of the products we sell, for example cat litter, we reserve the right to add a shipping and handling fee to your order’s total. This simply reflects the additional costs incurred from DPD and will be automatically calculated at checkout. Orders qualifying for free delivery will also be liable to incur additional fees.
Courier surcharges are also applied at the checkouts for the following postcodes and are shipped on a 48-hour service:
AB36, AB37, AB38, AB55, AB56, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV60, IV61, IV62, IV63, KA27, KA28, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA50, PA51, PA52, PA53, PA54, PA55, PA56, PA57, PA58, PA59, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH1, PH2, PH3, PH4, PH50, ZE1, ZE2, ZE3
Unfortunately due to Brexit we are unable to ship to Northern Ireland.
NON-DELIVERY DATES
For your information DPD do not collect from us or deliver on the following dates:
- Good Friday
- Easter Sunday
- Easter Monday
- Early May Bank Holiday
- Summer Bank Holiday
- Christmas Day
- Boxing Day
- New Year's Day