Purchases made are delivered to the customer within 10-14 days. Most of these deliveries will require someone to be present to accept and sign for the delivery. This is to ensure the goods are delivered and received correctly. If you can’t be there to sign for delivery and your order qualifies, you may be able to provide special delivery instructions during the checkout process for our drivers to leave the item(s) with a neighbour or in some other safe place. Otherwise, remember you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's address, etc.

Note: If your order is made up of a combination of items, deliveries may be made separately.

UK Mainland Postage and Packing (Excluding Scottish Highlands)

Postage and packaging costs are calculated and shown as and when the address details are input. Costs are based on the item amount before any applicable discount or deduction (e.g Create and Craft discount) has been subtracted. The following is a breakdown of Ideal World postage and packing costs (UK only):

FREE POSTAGE AND PACKAGING ON ORDERS OVER £49.00!

Orders up to £48.99 will be charged £4.99 for P&P

Please note: These P&P charges apply to the majority of purchases, but there may be exceptions, such as for heavier items or more expensive items where higher P&P charges may apply.

Postage and Packing outside the UK

Postage costs can vary depending upon your country of residence; see the table below for details of delivery costs to areas outside the UK.

Postage Promotions:

We regularly have special postage offers on offer to our customers to coincide with company promotions. When this happens this page will be updated with further details explaining how postage charges and delivery will be affected. Check back on here regularly for any changes made.

Refunds & Returns

We are committed to providing quality products which we hope you will fully satisfied with. However, we understand that there may be occasions when you need to exchange or return something you have bought.

If for any reason you are not entirely happy with any item then you can send it back to the vendor to be refunded. Please note that the return of the items does have to be within 28 days (unless otherwise specified) from the date of receipt. See the returns table below for more information.

You also have the right to cancel your order by fax, email or letter within seven working days of receipt. This does not affect your statutory rights. Please follow our simple Returns Procedure as detailed below. If you require assistance you may contact our This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

We also recommend that you keep your Order Acknowledgement, or take a note of the order number in your receipt, as you might need it as proof of purchase in the event of any after-sales queries.

Distance Selling Regulations

Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund. This does not apply to items personalised or made to your specification; audio/video recordings or software that you have unsealed; items that, by reason of their nature, cannot be returned; perishable goods (e.g. food and plants), and periodicals/magazines.

To cancel an order you can either email us or write to us (see Contact Us for details) within seven working days of the delivery of your item(s). Make sure you have your order number with you to quoting when cancelling a purchase.

If you have any other order queries please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call us on 08431 68 22 68.

(For security and training purposes, telephone calls to and from customer services may be recorded or monitored).

Returns Procedure

For products over £100, ring the Customer number (08431 68 22 68 - 8.00am to 6.00pm Mon-Fri) to arrange the most suitable returns procedure.

If you wish to exchange the product for a different size, colour, etc, please return it in its original packaging. Enclose the Returns Slip included with your goods, indicating the required size/colour/etc in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If the product is damaged, faulty or the wrong item has been sent and you require a replacement, please return the product in its original packaging and enclose the Returns Slip. Please give details of the damage/fault in the box marked 'Additional Comments'. The replacement will be sent free of charge.

If you want an immediate replacement, please call Customer Services on 08431 68 22 68 to process a new order. You will be charged for your new order and then refunded on receipt of your original item.

If you do not wish to retain the product and simply want a refund, return the complete product within 28 days and we will process a refund according to your method of payment. This covers your legal right to return under the Distance Selling Regulations.

Fill in the adjacent Returns Slip, writing in the product code and quantity for each item being returned. Then alongside each product code, write the Reason Code to indicate the reason for return and the Action Code for the action you require us to take. Tear off the Returns Slip and place it in the parcel.

Pack the parcel securely and attach the peel-off Returns Address Label given overleaf to the front of the parcel. Customers are requested to return the goods in their original packaging, and to ensure the packaging is sufficiently robust to avoid transit damage.

Customers are responsible for paying return postage (unless otherwise stated). We recommend using Recorded Delivery for low value items, and Special Delivery for items above £39 in value and all jewellery.

Special Christmas Returns

Orders placed between November 14th and December 23rd 2011 can be returned up to January 31st 2012.

Safety and Security

Secure Online Shopping at LovePets.co.uk

Customers can rest assured that shopping online with us will be both safe and secure. Before you enter any personal information or payment details, your browser will go into secure mode, protecting any information you may input. You can check you are shopping in a secure environment by looking for a locked padlock on the screen.

This means all of your details are encrypted to help keep them safe. Encryption creates billions of code combinations to protect each transaction made on our site, so your card details cannot be viewed by anyone else using the Internet. If you are using one of the more recent browser versions, our site supports 128 bit encryption and therefore keeps your details as safe as possible at all times.

Orders are only accepted using Secure Socket Layer (SSL). This technology prevents you from inadvertently revealing personal information using an insecure connection. During payment, you will also be asked for your card billing address as an additional security check. New security checks like the card signature code have recently been introduced to protect your credit card details online.

We recommend you always close down your Internet browser when you have finished shopping online, especially if you use a shared PC. This will delete temporary Internet cookies from any sites that you may have visited.

If you have any further concerns about security, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call the Customer Service team on 08431 68 22 68.

Security of Your Personal Details

Ideal Shopping Direct Ltd may occasionally send you emails, but we would never send an email asking for your security information or log on details, or direct you to a web page that asks for this information.

If you receive an email that appears to be from Ideal Shopping Direct Ltd that you suspect is fraudulent, do not click on any links contained within the email or provide any credit card or log on details.

How Does Your Browser Protect You and Your Data?

Most modern web browsers, such as Internet Explorer and Netscape, support 'secure mode' and standard security protocols.

Internet Explorer can warn you if the site you are about to send payment details to is secure or insecure. To make this happen, select 'Options' on the View menu and then click the 'Security' tab. Once all of the warning boxes have been ticked, Internet Explorer will automatically alert you each time you send your private details to another site.

If you use a Netscape browser, you should select 'Security Preferences' from the Options menu and then click on the 'General' tab. Tick all of the Security Alert boxes and again, you will be warned when you are sending details to secure and insecure sites.

Online security is constantly evolving so, if you are using older versions of Internet Explorer (version 4 or older versions of IE5), we recommend you update your browser to a later version of IE in order to take full advantage of the improved security features. If you'd like to update your browser, please visit the Microsoft website (lovepets.co.uk is not responsible for the content of external websites.) This will open a new window.

We recommend you download the latest Microsoft Internet Explorer http://www.microsoft.com/windows/downloads/ie/getitnow.mspx