Delivery & Returns

Delivery Information

We currently deliver Lovejoys products only to Mainland UK. While we are working to expand our delivery coverage, we are currently unable to ship to the following locations:

• Scottish Highlands & Islands
• Northern Ireland
• Channel Islands
• Isle of Man
• Isle of Wight

However, Lovejoys products are available through a network of stockists across the UK.

Delivery Times & Charges

• Order Processing: Orders are processed within two working days of receipt.
• Delivery Time: Orders typically arrive within three business days (excluding UK bank holidays).
• Delivery Charges:
• FREE delivery on orders of £30 or more
• A £6.99 standard delivery charge applies to orders under £30

Missed Deliveries & Redelivery

• If you are unavailable to receive your delivery and have provided instructions, you accept full responsibility for the delivery risk.
• If no one is available to accept the parcel, a delivery attempt card will be left with instructions to rearrange delivery.
• If a redelivery is required due to failed collection, an additional £6.99 standard delivery charge may apply.

Out-of-Stock Items

In the rare event that an item is out of stock, we will notify you via email and provide an estimated delivery timeframe. By placing an order on our website, you agree our terms and conditions.

Returns & Refunds

At Lovejoys, we want you and your pet to be delighted with our products. If you encounter any issues with your order, please contact us within 24 hours of delivery:

📧 Email: returns@lovejoyspetfood.co.uk
📞 Phone: 01953 882485

Please provide your name, address, order reference, contact details, and a description of the issue.

Change of Mind / Incorrect Order

If you ordered the wrong product or changed your mind, you may return it under the following conditions:

• The item must be unopened and in its original, undamaged packaging.
• Returns must be made within 14 days of delivery.
• If the packaging is damaged or the product cannot be resold at full price, we reserve the right to deduct a portion of the refund.
• You are responsible for return postage costs.

📍 Return Address: Lovejoys, Cressingham Road, Saham Toney, Thetford, Norfolk IP25 7AA

If you would like an exchange, we are happy to arrange this, but a £6.99 redelivery charge may apply.

Damaged or Faulty Items

• If your item arrives damaged, please note this clearly on the proof of delivery. Signing for an unchecked delivery is not accepted.
• We require photos of:
• The damaged/faulty item
• The inner and outer packaging
• Once we receive the required details, we will arrange a replacement or refund.

Incorrect Item Received

If you received the wrong item, follow the standard returns process above. We will contact you to resolve the issue.

📦 Collection Option: If you request collection, a minimum £25 collection fee applies.

Money-Back Guarantee

We are confident in the quality of our food, but if your dog does not take to Lovejoys Dry Original, we offer a full refund.

• Contact us within 28 days of purchase
• Provide proof of purchase
• Limited to one claim per household

📞 Call us at 01953 882485 to process your claim.

Cancellations

If you wish to cancel your order before dispatch, please contact us as soon as possible.

• If cancellation is possible, a £5 administration fee may apply.
• As an EU consumer, you have the right to cancel within seven days of receiving your order.

Refunds will be issued within four weeks, provided the return conditions are met.