Products
What types of pet care products do you offer?
Prestige Pet Care offers a range of pet care and grooming products designed to help keep your pets clean, fresh, comfortable and well cared for.
Please check each individual product page for specific product information, ingredients, directions for use and suitability.
Are your products suitable for all pets?
Product suitability can vary depending on the individual product.
Please read the product description, label and directions carefully before use. If you are unsure whether a product is suitable for your pet, we recommend consulting your vet or a suitably qualified professional before use.
How do I use your products?
Each product should be used according to the instructions provided on the product packaging and/or product page.
Always follow the recommended directions and any safety or usage information provided.
Can I use your products on puppies or kittens?
This depends on the individual product. Please check the product description and packaging for age and suitability information before use.
If you are unsure, please consult your vet before using the product on a young or particularly sensitive pet.
What if my pet has sensitive skin?
Some products may be formulated for specific skin or coat needs, but every pet is different.
Please check the individual product information for details about ingredients and intended use. If your pet has an existing skin condition, allergies or particularly sensitive skin, we recommend speaking with your vet before trying a new product.
Orders & Payment
How do I place an order?
Simply browse our products, select the items you would like to purchase and add them to your basket.
When you are ready, proceed to checkout and enter your delivery and payment information.
You will receive an order confirmation once your order has been successfully placed.
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment must be successfully authorised before your order can be processed and dispatched.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
We will do our best to make changes before the order is dispatched. However, once an order has been processed or dispatched, it may no longer be possible to make changes.
If the order has already been dispatched, you may need to follow our returns or cancellation process.
I haven't received my order confirmation. What should I do?
First, please check your junk or spam folder.
If you still cannot find your confirmation email, contact us at prestigepc19@gmail.com and include the name and email address used when placing your order.
Can I track my order?
Where tracking is available, tracking information will be provided after your order has been dispatched.
If you have received a dispatch confirmation but cannot locate your tracking information, please contact us.
Delivery
When will my order be dispatched?
Orders placed before 3:00 PM UK time are normally dispatched on the same working day, excluding weekends and UK bank holidays.
Orders placed after 3:00 PM are normally dispatched on the next working day.
How long will delivery take?
Delivery times depend on the delivery service and destination selected at checkout.
Estimated delivery information will be provided during the ordering process.
Please remember that delivery times are estimates and may occasionally be affected by courier delays or circumstances outside our control.
How much does delivery cost?
Delivery charges depend on your order and delivery location.
The available delivery options and applicable charges will be shown at checkout before you complete your purchase.
Do you deliver outside the UK?
Please check the delivery options available at checkout for your location.
If international delivery is not currently available for your destination, please contact us and we will let you know if this changes in the future.
What should I do if my parcel is delayed?
If your order has not arrived within the expected delivery timeframe, please contact us.
If tracking information is available, please check the latest tracking update first.
We will do our best to help you locate your order and liaise with the relevant delivery provider where necessary.
What if my parcel arrives damaged?
Please contact us as soon as possible if your parcel or product arrives damaged.
Please include your order number and photographs of the damaged product and packaging so that we can investigate the issue and determine the appropriate next steps.
Returns & Refunds
Can I return an item if I change my mind?
For online purchases, you may have a statutory right to cancel your order within the applicable cancellation period, subject to legal exceptions.
Please see our Delivery & Returns Policy for full details.
Can I return a product after opening it?
For hygiene and safety reasons, certain products may not be eligible for return once they have been unsealed or opened, where permitted by law.
This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.
How do I return an item?
Please contact us before returning your item so that we can provide the appropriate instructions.
Please include your order number and securely package the item.
For full information, please see our Delivery & Returns Policy.
Who pays for return postage?
If you are returning an item because you have changed your mind, you may be responsible for the cost of returning the item, where permitted by law.
If an item is faulty, damaged, incorrect or we have made an error with your order, please contact us so we can assist you.
When will I receive my refund?
Once your return has been received and processed, your refund will be issued to the original payment method where applicable.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
Product Problems
What should I do if I receive the wrong product?
Please contact us as soon as possible with your order number and details of the product you received.
Where possible, please include photographs of the item and packaging.
We will investigate the issue and arrange an appropriate solution.
What if my product is faulty?
If you believe your product is faulty, please contact us as soon as possible.
Provide your order number and details of the problem. Photographs may also be helpful.
We will assess the issue and provide an appropriate remedy in accordance with your consumer rights.
Contact
How can I contact Prestige Pet Care?
You can contact us using the details below:
Email: prestigepc19@gmail.com
Telephone: +44 7977 520997
Address:
Prestige Pet Care
4 Crittal Close
Silver End
Essex
CM8 3SY
United Kingdom
For questions about an existing order, please include your order number so we can assist you as quickly as possible.
How quickly will you respond?
We aim to respond to customer enquiries as soon as reasonably possible during our normal business hours.
Response times may vary during weekends, bank holidays and particularly busy periods.