Frequently Asked Questions

We offer a 30-day return window from the date your item is delivered. To be eligible, items must be unused, undamaged, and in their original packaging. Sale items and items marked "Final Sale" are not eligible for return. If your item arrived damaged or defective, we'll replace it or issue a full refund — no questions asked.

To start a return, contact our support team with your order number and the reason for your return. We'll send you a prepaid return label and instructions within 1–2 business days. Once we receive your return, refunds are processed within 5–7 business days back to your original payment method.

For hygiene and safety reasons, the following items cannot be returned once opened: pet food, treats, grooming supplies, and personalised products. Items marked "Final Sale" at the time of purchase are also non-returnable. If an item arrives defective or damaged, these restrictions do not apply — we'll always make it right.

Once we receive and inspect your returned item, your refund will be processed within 5–7 business days. The refund will be returned to your original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days to appear in your account. We'll email you as soon as your refund is on its way.

Absolutely. Every product in our catalogue is hand-selected with your pet's wellbeing as the top priority. We look for non-toxic materials, durable construction, and designs that are safe for both cats and dogs. Products are chosen the same way we would choose for Heidi herself — with love, care, and a whole lot of research.

We specialise in products for cats and dogs — covering toys, beds, grooming supplies, accessories, feeding essentials, and more. We have categories dedicated to each so you can shop specifically for your furry family member (or both, if you have a multi-pet household!). We may expand to other animals in the future — watch this space.

Each product listing includes a size guide or weight/breed recommendation to help you choose correctly. As a general rule, it's always better to go slightly larger for beds and collars. If you're unsure about a specific product, feel free to ask us — we're real pet people and happy to help you pick the right fit.

We stand behind every product we sell. If any item arrives defective, damaged, or not as described, contact us within 30 days and we'll replace it or issue a full refund — no return required in most cases. We want you and your pet to be 100% happy with every order.

We partner with carefully vetted suppliers to bring you the best pet products available. Our team personally reviews each product before it's added to our store — if it doesn't meet our standards for safety and quality, it doesn't make the cut. Products are shipped directly from our suppliers to ensure freshness and reduce handling time.

We accept all major payment methods including Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are processed through a secure, encrypted checkout. Your payment details are never stored on our servers.

No — you can checkout as a guest without creating an account. However, creating a free account lets you track your orders, save your shipping address, access your order history, and receive exclusive member discounts. It takes under 60 seconds to set up!

At checkout, you'll see a "Discount Code" or "Promo Code" field — enter your code there and click Apply. The discount will be reflected in your order total before you complete payment. Only one promo code can be applied per order. For your first order, use code HEIDI20 for 20% off!

Absolutely. Our website uses industry-standard SSL encryption to protect all data transmitted during checkout. We never store your full payment details, and all transactions are processed by certified payment providers. Shopping with Heidi Loves Pets is completely secure.

Heidi was our beloved pet — and our greatest inspiration. When she was diagnosed with cancer, we spent countless hours searching for the right products to make her comfortable, safe, and happy. That experience showed us how hard it can be for pet parents to find quality, trustworthy products when it matters most. Heidi Loves Pets was founded in her memory, so every pet can receive the love and care she deserved. Read Heidi's full story here →

The best way to reach us is via our Contact page or by emailing us at hello@heidilovespets.com. We typically respond within 1–2 business days. We're real pet people, so don't hesitate to reach out — whether it's a question about a product, an order issue, or just a pet photo to share. We love all of the above. 🐾

We're working on a Heidi's VIP Club loyalty programme — launching soon! In the meantime, the best way to access exclusive deals is to join our newsletter (get 10% off your first order too 🎉) and follow us on Instagram and TikTok for flash sales and giveaways.

Subscribers get the best of Heidi Loves Pets delivered straight to their inbox: 10% off your first order, early access to sales, new product alerts, weekly pet care tips, and exclusive community giveaways. We send about 1–2 emails per week and you can unsubscribe anytime — no hard feelings. 💛