Frequently Asked Questions
EXCHANGES & RETURNS
Q: Can items be exchanged?
To be honest, a new order is easier and faster to get the suitable item, so we do not offer exchanges. Please feel free to return any unwanted items and make a separate purchase for the new item(s). If you would like assistance with sizing please reach out to us at info@notalonepets.com - we're always here and happy to help.
Q: What’s your refund policy?
We really hope you and your furry friend love our products as much as we do, but if you're not 100% satisfied then we will be more than happy to offer a refund. You will have 30 days from the delivery date to return your order.
To be eligible, product(s) must be in the condition you received them, unused and free from pet hair, with tags on and in the original packaging. When trying on items, we recommend doing so indoors, making sure your dog is clean and dry.
l Please note, most everything is refundable EXCEPT international orders, sale and promotion items!
l Please also note, pet beds and cat scratching boards cannot be returned using Royal Mail. See below for more information.
Q: What do I need to do to return a faulty product?
If you need help at any point during your return process then please don’t hesitate to reach out to us. Please don’t hesitate to reach out us via email at info@notalonepets.com with pictures of the damaged product and one of our friendly team will be able to help.
Q: How do I return unsatisfied items?
Return your item(s) using our Royal Mail Tracked Returns Portal - UK Only
Please note, this option excludes pet beds and cat scratching boards.
l Package your items securely, making sure you’ve included your completed return slip inside (please use a postage bag if your original packaging is damaged)
l UK Returns can be sent back via our Royal Mail Tracked Returns portal - you will need your order number and the email used to place the order. After submitting your details a label will be produced, you can then either book a collection for the item to be picked up, print the label at home or use the QR code to have the label printed at the Post Office. A fee of £3.50 will be deducted from your return for use of this label.
l Once we’ve received your item(s) back at HQ a refund will be processed (we aim to do this within 5 working days of receipt).
l If there are any issues with your return, our customer service team will reach out to discuss the next steps. Please note, if an item is returned that doesn’t meet the eligibility, we will not be able to process a refund and will return the item(s) to you. You will be responsible for the return cost of sending this item back to you.
Q: How do I return a pet bed and cat scratching board?
Due to the size and weight of our pet beds and cat scratching boards, they cannot be returned using Royal Mail. If you wish to return a dog bed, you will need to arrange for a return with an alternative courier service (such as DPD, or Evri). Please note that the return shipping costs will be your responsibility. We recommend using a tracked service and keeping proof of postage until after your refund has been processed, as we cannot be held responsible for items that are lost or damaged during return transit.
When returning, please ensure the bed meets our standard return criteria (unused and undamaged, with swing tag still attached, and in it's original packaging).
Q: What items are non-refundable?
Most everything is refundable EXCEPT international orders, sale and promotion items!
Q: What else should I noticed if I would like to return items?
Please note:
l Original postage is non refundable, unless an item arrives faulty or damaged (we must be notified of this immediately).
l Customers will be required to cover the cost of the return, unless an item arrives faulty or damaged (we must be notified of this immediately).
l In the unfortunate event your item arrives faulty/damaged, or you receive the wrong item, please let us know immediately, with photographic evidence, so we can rectify.
l If you are returning your order and it arrived with a free gift, this must also be returned. If it is not returned, we may deduct the cost of the gift from your refund.
Q: Can I cancel my order?
Yes! Just email info@notalonepets.com with your order number and request to cancel. Please note, you couldn’t cancel any order once it has been processed.
ORDER TRACKING
Q: Why is my package marked as delivered but I did not receive it?
Sometimes the delivery services will mark a package as delivered before it's actually delivered. We really don't know why they do this. So, we recommend waiting 1-2 more days. If it really doesn't come, please reach out to us at info@notalonepets.com. We'll take care of you. We usually will have to file claims with the delivery service.
Q: Why haven’t I received my order yet?
That's crazy! Please reach out to us at info@notalonepets.com. We'll take care of you. We will figure out what's wrong and most likely have to file a claim with the delivery service.
SHIPPING QUESTIONS
Q: How do I get free shipping?
Any small item orders above £49 gets free shipping in UK! However exclude the big things, like pet bed and cat scratching boards. These cost a lot to ship so we ask to share the cost of shipping on these.
Q: How much does shipping cost for international order?
International Shipping charges based on where you live (includes Duties Taxes and Fees).
Q: How long does it take to ship my order?
All orders placed will be processed in 5 working days. Don’t worry, we will try our best to deal with your order asap!
Q: Where does Not Alone ship?
We ship to anywhere in the UK from our warehouse in London.
We can also ship internationally but it's kinda expensive!
SIZING
Q: What if I'm not sure about the product size for my paws?
For any sizing assistance please feel free to email us at info@notalonepets.com. Please tell us your pets’ breed, weight, neck circumference, back length, so our clothing experts will advise you on the best fit for your pet.
PAYMENTS
Q: What are my payment options?
We want to make buying your favorite Not Alone products online fast and easy, and accept the following payment options: Visa, MasterCard, American Express, Discover, Apple Pay, PayPal, Not Alone Gift Cards. All payment is collected via Shopify Payments.
Q: Can I use multiple discount codes?
Unfortunately, only one discount code can be applied at a time. For example, if there is a Black Friday sale going on, no other discount codes can be applied on top of the existing sale promotion.
DISCOUNTS
Q: How can I get discounts?
Surprise! You can enjoy 15% off on your first order. And you could subscribe to our newsletter to receive the latest Not Alone news and discounts.