Frequently asked questions

Contact

How can I contact you?

You can contact our customer support team using the details below:

Phone: +44 7862 128568

Customer support hours: Monday to Friday, 9:00 am–5:00 pm (UK time).

We aim to respond to customer enquiries within one working day.

For the fastest assistance, please contact us by email and include your order number if your enquiry concerns an existing purchase.

Ordering

How can I pay?

We accept the payment methods displayed at checkout, which may include Visa, Mastercard, PayPal and other supported options.

Payments are processed through secure payment systems to help protect your payment information.

What currency will I be charged in?

Product prices and payments are in pounds sterling (GBP £). Your final order total is displayed at checkout.

Your bank or payment provider may apply currency conversion or transaction fees where applicable.

Can I buy your products in a physical shop?

We operate as an online retailer specialising in pet products and accessories for dogs and cats.

You can browse our collections and place orders directly through our website.

How do I choose the right product for my pet?

Please review the specifications on each product page before placing your order, including:

Product dimensions and measurements.
Intended pet species, age and use.
Sizing, weight limits and fit.
Materials and care instructions.
Supervision and product safety instructions.
Colour, finish and design.

If you need help choosing a pet accessory, please contact our customer support team.

Can I change or cancel my order?

We process orders promptly, so please send any cancellation or amendment request within one hour of placing your order.

Contact our customer support team by email and include your order number.

After this window, your order may already be in processing or fulfilment, and we may be unable to stop dispatch or make changes.

If your order has already been dispatched, please refer to our Returns and Refunds Policy for the next steps. Your statutory rights remain unaffected.

I haven’t received my order confirmation. What should I do?

An order confirmation is normally sent to the email address you provide at checkout.

If you have not received it:

Check your spam or junk folder.
Check that you entered the correct email address.
Contact our customer support team if you still cannot find it.

Please include your name and any available order information so we can help.

Discounts

How do I use a discount code?

Enter your valid discount code in the designated field at checkout, then apply it before completing your purchase.

Discount codes may be subject to specific terms, expiry dates or promotional restrictions.

Do you offer bulk discounts?

If you would like to purchase several pet products, please contact our customer support team.

Include the products and quantities you are interested in. We will review your enquiry and let you know whether a bulk-order offer is available.

Shipping and delivery

Where do you deliver?

We currently deliver exclusively to addresses within the United Kingdom.

Available delivery addresses are confirmed at checkout.

How much does delivery cost?

Standard delivery is free on all orders within the United Kingdom.

There is no minimum purchase requirement and no additional standard delivery or handling surcharge.

Standard delivery cost: £0.00.

How long does delivery take?

Orders are typically processed within 1–2 working days, Monday to Friday, excluding public holidays.

Our daily order cut-off time is 5:00 pm (UK time).

Orders placed after this time, at weekends or on public holidays begin processing on the next working day.

Order processing: 1–2 working days.

Delivery after dispatch: 6–9 working days.

Total estimated delivery time: 7–11 working days.

Standard delivery cost: Free.

Delivery estimates may vary due to courier disruptions, public holidays, weather conditions, customs checks or other circumstances beyond our control.

Where are your products dispatched from?

Our pet products are dispatched from fulfilment locations selected according to the product and order.

The dispatch location depends on the product and delivery destination. Products may be dispatched from outside the United Kingdom.

If you would like to confirm the dispatch location of a particular product before purchasing, please contact our customer support team.

Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number and tracking link.

Please allow up to 48 hours for tracking updates to become available following the courier’s initial scan.

You can track your delivery using the link in your dispatch confirmation email or through our Track Your Order page.

What should I do if my order is delayed?

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team.

Include your order number and delivery details so we can investigate.

Deliveries may experience additional delays during busy periods or public holidays.

Can I change my delivery address after placing an order?

If you notice an error in your delivery address, please contact us immediately.

We will try to update your details before your order is dispatched. Address changes cannot be guaranteed once an order has entered fulfilment or been dispatched.

Do I have to pay customs or import charges?

Some products may be dispatched from fulfilment locations outside the United Kingdom.

We prepay applicable import duties, import taxes and customs clearance fees for orders delivered within the United Kingdom.

You will not be asked to pay additional import charges on delivery. Any applicable taxes are shown in your order total at checkout.

We do not apply undisclosed standard delivery or handling surcharges.

What happens if my order arrives damaged or incorrect?

If your pet accessory arrives damaged, faulty or different from the item you ordered, please contact our customer support team promptly.

Please provide:

Your order number.
A description of the issue.
Clear photographs of the item and packaging, where applicable.

We will review your case and help arrange an appropriate solution in accordance with our policies and your applicable consumer rights.

Returns and refunds

Can I return my order?

Yes. We offer a 30-day return period for eligible products.

To request a return, contact our customer support team with your order number and details of the product you wish to return.

Products returned under our voluntary return policy should generally be unused and in their original condition. Please see our Returns and Refunds Policy for full eligibility requirements and exceptions.

Your statutory rights remain unaffected.

How do I request a return?

Please contact our customer support team before returning a product.

Include:

Your order number.
The product you wish to return.
The reason for your return.
Photographs, if the item arrived damaged or faulty.

Our team will review your request and provide the appropriate return instructions.

Please contact us for return instructions before sending an item back.

Can I exchange a pet accessory?

Eligible products may be exchanged within 30 days of delivery, subject to our Returns and Refunds Policy.

If your pet accessory arrives damaged, faulty or incorrect, or you would like to request an eligible exchange, please contact our customer support team.

Include your order number and a description of your request. We will review it and provide further instructions.

Your statutory rights remain unaffected.

How long does a refund take?

Once your approved return has been received and inspected, refunds are generally processed within 2–5 working days.

Approved refunds are issued to the original payment method.

Your bank or payment provider may require additional time before the refund appears in your account.

Where can I find the complete returns policy?

Please see our Returns and Refunds Policy for full details about eligibility, exchanges, refunds, return delivery costs and applicable exceptions.

For further assistance, please contact our customer support team.

Customer support and business information

Store: Orylee

Legal business name: P-depo LTD

Website: orylee.com

Email: Contact@orylee.com