Shipping policy
SHIPPING & DELIVERY POLICY
Paw Heaven London
We offer FREE DELIVERY across the United Kingdom on all orders, with no minimum order value.
Orders are normally processed within 1–3 business days.
Estimated delivery is generally 8–12 business days after dispatch.
Please note that delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
DELIVERY AT A GLANCE
| 1–3 business days | Order processing |
| 8–12 business days | Estimated delivery after dispatch |
| FREE DELIVERY | No minimum order |
HOW YOUR ORDER IS PROCESSED
Order placed
Immediately
Once your order has been successfully placed, you will receive an order confirmation by email.
Order processing
1–3 business days
We prepare and process your order for dispatch.
Please note that orders placed late on Fridays, during weekends or on UK public holidays may begin processing on the next business day.
Dispatch
After processing
Once your order has been processed, it will be dispatched using our delivery service.
Where available, you may receive tracking information by email.
Delivery
Estimated 8–12 business days after dispatch
Your order will then be delivered to the delivery address provided at checkout.
DELIVERY TIMES
The following are our typical estimated delivery times:
| Stage | Estimated time |
|---|---|
| Order processing | 1–3 business days |
| Estimated delivery | 8–12 business days after dispatch |
These timeframes are estimates rather than guaranteed delivery dates.
Delivery times may occasionally be longer due to circumstances outside our reasonable control, including carrier delays, severe weather, public holidays, operational disruptions or other unforeseen circumstances.
If a specific delivery date or timeframe has been expressly agreed with you, that agreed timeframe will apply.
FREE UK DELIVERY
We currently offer free standard delivery throughout the United Kingdom.
There is no minimum order value required to qualify for free delivery.
Any applicable delivery charges, if introduced in the future, will be clearly displayed before you complete your purchase.
HOW TO PLACE AN ORDER
Ordering from Paw Heaven London is simple.
1. Select your product
Visit the product page and select the product and any available options you require.
Click “Add to cart” to add the product to your shopping cart.
Before proceeding to checkout, please make sure that you have selected the correct product, quantity and available options.
2. Checkout
Click “Checkout” and enter the information requested during the checkout process.
Please make sure that your delivery details are accurate and complete, including your:
- Full name
- Delivery address
- Postcode
- Email address
- Telephone number, where requested
3. Review your order
Before placing your order, carefully review:
- Products
- Quantities
- Delivery address
- Contact details
- Total order price
- Any applicable delivery charges
As standard delivery is currently free, the applicable delivery charge will normally be shown as £0.00.
4. Payment
Complete your payment using one of the payment methods made available at checkout.
Payments are processed securely through Shopify Payments.
5. Order confirmation
Once your order has been successfully submitted, you will receive an order confirmation by email.
If you experience any problems placing an order, please contact us at:
PAYMENT METHODS
Payments on our website are securely processed through Shopify Payments.
The payment methods available to you may vary depending on your location, device, order and other factors.
Available payment methods will be displayed during checkout.
Your payment information is processed securely by the relevant payment provider.
ORDER PROCESSING
We aim to process orders as quickly as reasonably possible.
Our normal processing time is:
1–3 business days
Processing time refers to the time between your order being successfully placed and the order being prepared for dispatch.
Processing time is separate from the delivery time.
For example, an order may take up to 3 business days to process, followed by the estimated delivery period of 8–12 business days after dispatch.
DELIVERY ADDRESS
Please make sure that your delivery information is correct before completing your order.
We are not responsible for delays or failed delivery resulting from incorrect or incomplete information provided by the customer.
If you realise that you have entered an incorrect delivery address, please contact us as soon as possible at:
We will make reasonable efforts to assist you, but we cannot guarantee that an address can be changed after an order has been processed or dispatched.
DELIVERY DELAYS
Although we aim to meet the estimated delivery timeframe, delays can occasionally occur.
Possible causes include:
- Courier or postal delays
- Severe weather
- Public holidays
- High-volume periods
- Operational disruptions
- Incorrect or incomplete delivery information
- Events outside our reasonable control
If your order is delayed, please contact us at:
We will make reasonable efforts to assist you and, where appropriate, investigate the delivery with the relevant carrier.
Nothing in this policy affects your statutory rights under UK consumer law.
IF YOUR ORDER HAS NOT ARRIVED
If your order has not arrived within the estimated delivery timeframe, please contact us at:
Please provide your:
- Order number
- Full name
- Delivery postcode
- Email address used for the order
We will investigate the status of your order and, where appropriate, contact the relevant delivery provider.
If goods are not delivered within the legally applicable timeframe or an agreed delivery date is missed in circumstances where the date was essential, you may have cancellation and refund rights under UK consumer law.
DAMAGED ORDERS
If your order arrives damaged, please contact us as soon as reasonably possible at:
Please include:
- Your order number
- A description of the damage
- Photographs of the damaged packaging and product, where possible
We will review the issue and explain the appropriate next steps.
Nothing in this policy limits your statutory rights regarding goods that are faulty, damaged, not as described or otherwise fail to meet the requirements of UK consumer law. Under the Consumer Rights Act 2015, consumers have statutory rights including that goods should be as described, of satisfactory quality and fit for purpose.
LOST OR MISSING DELIVERIES
If your tracking information indicates that your order has been delivered but you cannot locate it, please contact us at:
We may ask you to check:
- Whether someone else at your address accepted the parcel
- A safe place specified for delivery
- Your building's reception or communal area
- Whether the delivery provider left a delivery notification
- Whether the parcel was delivered to a nearby location
We will make reasonable efforts to investigate the matter with the relevant delivery provider.
UK DELIVERY ONLY
We currently ship orders only within the United Kingdom.
We do not currently offer international delivery.
If you attempt to place an order for an address outside our delivery area, the order may not be accepted or may need to be cancelled and refunded.
CONTACT US
If you have any questions about delivery, shipping or your order, please contact us:
Paw Heaven London
Email: info@pawheavenlondon.com
Website: pawheavenlondon.com
Last updated: 2 September 2026
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