Frequently asked questions
Do you have a shop?
Currently we have a showroom in Central London where you are welcome to bring your dog to view, purchase and try on our products.
However, there are occasions where we need to close to the public for filming or press purposes.
Therefore, if you are making a special trip, please call first on 020 7580 7580 to make an appointment so that we can ensure someone is free to help you.
The address is; PetLondon, 16 Wigmore Street London W1U 2RF (we are in a road just parallel with Oxford Street).
Usual Opening Hours
Monday to Friday 11am-6.30pm
Are Items Returnable?
Items purchased in the Showroom can be exchanged within 14 days of purchase but all sales are final and we cannot offer refunds on items purchased in store.
Items purchased online and sent to addresses in the UK are eligible for a refund provided you return the item to us within 7 days or are exchangeable for alternative sizes within 14 days of receipt so long as they are in an unused condition and in their original packaging. Please note that postage costs are not refundable and you are responsible for returning the item you ordered back to us.
Alternatively, PetLondon will issue you with a credit note.
Returned goods should be returned by recorded or registered post addressed to our current trading address as shown on this site, as we cannot be held responsible for losses on the postal system.
The exception to this is food products and grooming products. For health and safety reasons these are not returnable.
Also international orders, sent outside of the United Kingdom are eligible only for an exchange or credit note within 14 days of date of purchase.
What currencies do you accept?
PetLondon accepts payment in UK Pounds Sterling and US Dollars. We accept Visa, Mastercard, American Express, Switch/Delta, Solo, Electron through our secure payment system. Cheques (made payable to PetLondon) can also be sent to our head office.
How quickly will I receive my order?
It is our aim to ensure that all of our products are in stock at all times.
However, due to unforeseen demand and our large product range this cannot always be guaranteed.
All orders (unless specified otherwise on the website) are dispatched within 7-14 days, however many orders will reach you within just a few days.
If you require an item very urgently then please call to see if we can arrange this. If you have ordered more than one item that is out of stock and the rest of your order is in stock then we shall dispatch this to you in the meantime.
Out of stock items should be with you within 3 weeks at the latest.
I am not sure what size to buy?
Call us on 0207 580 7580 We are able to give suggestions or answer any questions.
How do I redeem my gift voucher?
Using a gift voucher could not be simpler. If shopping online, add your chosen items to your cart and then upon checkout enter the coupon code. You can also use vouchers when shopping at the showroom. Please note that no cash back can be given on gift vouchers and they are valid for 12 months.
Must I buy online?
No, if you prefer you can ring in and place your order with our sales team on 020 7580 7580. The office is open Monday-Friday 11.00am-6.30pm.
Do you sell wholesale?
Yes we do, please visit our wholesale web-site and complete an application.
Do you deliver abroad?
PetLondon delivers all over the world. These destinations may incur additional delivery charges. Please telephone us on +44 207 580 7580 or email to get a quote for a specific order. Please note that International orders may be subject to import duties and taxes.
How to measure your dog?
Please note that our sizes may sometimes sound a little confusing because we have items for the tiniest of dogs. Dogs come in many different shapes and sizes so please measure your pet carefully. However, on average:
Small (8") is a Chihuahua
Medium (10") is a small Yorkshire Terrier
Large (12") is a Jack Russell
X-Large (14") is a West Highland Terrier or a Lhaso Apso
XX-Large (16") is a Spaniel
3L (18") is a Staffordshire Bull Terrier
4L (22") is a Border Collie
5L (24"+) Labrador
Please refer carefully to the sizing information on the product pages and remember that length from neck to tail is the most important factor when choosing a size.
How do I cancel an order?
You may cancel an order at any time before it has been dispatched provided it is a non-personalised item. To cancel an order this must be done in writing, by email to email@example.com stating your order number and the items being cancelled.