General Questions
1. What products does Marple Pet Shop offer?
Marple Pet Shop offers products across four main categories:
- Travel & Outdoor
- Play & Enrichment
- Grooming & Care
- Feeding & Hydration
2. Where does Marple Pet Shop deliver?
We currently offer shipping within the United Kingdom.
International shipping is not currently offered.
Ordering & Processing
3. How long does it take to process my order?
Orders are normally processed within 1–2 business days.
Orders are generally processed Monday through Friday and are not normally processed on weekends or UK public holidays.
4. What is the order cut-off time?
Our daily order cut-off time is:
5:00 PM UK local time (Europe/London)
Orders placed before the cut-off time will generally begin processing on the same business day. Orders placed after the cut-off time will generally begin processing on the next business day.
5. Can I cancel my order?
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet entered processing or shipment, we will try to process the cancellation.
For eligible online purchases, statutory UK cancellation rights may also apply.
Shipping & Delivery
6. How much does shipping cost?
Our standard shipping rates are:
Orders of £350.00 or more:
FREE STANDARD SHIPPING
Orders under £350.00:
£18.00 flat standard shipping fee
Applicable shipping charges are displayed during checkout.
7. How long does delivery take?
Our estimated standard delivery timeframe is:
- Processing: 1–2 business days
- Transit: 3–4 business days
- Estimated total delivery: approximately 4–6 business days
Delivery timeframes are estimates and are not guaranteed unless expressly stated otherwise.
8. Can delivery take longer?
Yes. Processing and transit times may take longer during UK public holidays, peak periods, severe weather, carrier disruptions or other circumstances outside our reasonable control.
9. Will I receive tracking information?
Where tracking is available, shipping confirmation and tracking information may be provided after your order has been dispatched.
10. What if my package is delayed or missing?
If your order has not arrived within the expected delivery timeframe, please contact us so we can review the delivery status and assist where possible.
11. What happens if delivery cannot be completed?
If a delivery attempt is unsuccessful, the applicable carrier may make another delivery attempt or provide collection or redelivery instructions.
Returns & Refunds
12. How long do I have to return an eligible product?
Marple Pet Shop offers a 30-calendar-day voluntary return period for eligible products.
The return request should generally be made within 30 calendar days from the date of delivery.
13. Is there a restocking fee?
No.
Our restocking fee is 0%.
14. What condition must a product be in for a change-of-mind return?
For a voluntary change-of-mind return, the product should generally be:
- Unused
- In its original condition
- Complete with applicable parts and accessories
- Free from signs of pet use
- Securely packaged for return
Products showing signs of pet use, chewing, scratching, biting, stains, saliva, pet hair, dirt, residue or odour may not qualify for a change-of-mind refund under the voluntary 30-day return policy.
15. Who pays for return shipping?
For voluntary change-of-mind returns, customers are generally responsible for the direct return shipping cost.
For faulty, damaged, incorrect or non-conforming products, applicable UK consumer rights regarding return costs apply.
16. How do I start a return?
Please contact Marple Pet Shop before sending the product back.
Please provide:
- Order number
- Customer name
- Email address used for the order
- Product you wish to return
- Reason for the return, where applicable
If the product is damaged, defective, faulty or incorrect, photographs may also be requested.
17. How long does a refund take?
For an approved return under our voluntary 30-day return policy, refunds are generally processed within 10 business days after the returned product has been received, inspected and accepted.
Refunds are generally issued to the original payment method.
Your bank or payment provider may require additional time for the funds to appear in your account.
18. What if I receive a damaged, defective or incorrect product?
Please contact us as soon as reasonably possible.
Depending on the circumstances, an appropriate remedy may include:
- Replacement
- Exchange
- Refund
- Repair
- Price reduction
- Another remedy available under applicable UK consumer law
19. Can I exchange a product?
Exchanges may be available depending on the circumstances and product availability.
Please contact us before returning the product.
20. What if my refund is late or missing?
First check with your bank or payment provider.
If the refund still cannot be located, contact Marple Pet Shop with your order and refund information so we can assist.
UK Consumer Rights
21. Do I have statutory cancellation rights in the UK?
For eligible online purchases, UK consumers generally have a 14-day statutory cancellation period after receiving the goods.
After notifying the trader of cancellation, the consumer generally has a further 14 days to return the goods, subject to applicable rules and exceptions.
These statutory rights operate separately from our voluntary 30-calendar-day return period.
22. Do your return policies affect my UK consumer rights?
No.
Nothing in our Refund & Returns Policy is intended to remove, restrict or exclude statutory consumer rights that cannot legally be excluded or restricted under UK law.
Contact
23. How can I contact Marple Pet Shop?
Business Name: Marple Pet Shop
Business Email: support@marplepetshop.com
Business Phone: +44 161 427 0111
Business Address: 61 Stockport Road, Marple, Stockport, England, SK6 6AA, United Kingdom
Customer Service Hours: Monday–Friday | 9:00 AM–5:00 PM UK local time
Time Zone: Europe/London
24. What are Marple Pet Shop’s main product categories?
Our four main categories are:
Travel & Outdoor | Play & Enrichment | Grooming & Care | Feeding & Hydration