Shipping policy
Shipping Policy
DISPATCHING
We are dedicated to dispatching your orders within one working day. We aim to dispatch the same day for all orders placed before 12pm every working day, which should arrive the next working day.
Due to factors beyond our control, dispatching may be delayed. We are not liable to any losses due to delayed dispatching or deliveries.
The Saturday delivery option is only valid for orders placed before 12pm on Fridays. Orders placed after that time may not be dispatched on Friday or delivered on Saturday.
DELIVERIES
ViolaPets is partnered with DPD (UK's favourite parcel delivery company). By default, all Iv San Bernard UK & ViolaPets products will be delivered using DPD Next Working Day delivery service.
Due to uncontrolled factors, delivery days may vary. If you have a strict timeframe for receiving orders, we cannot guarantee the expected delivery date is 100% accurate. We cannot fulfil orders that require a specific date or time of receiving for emergency or special needs. We are not liable to any losses caused by any delay by DPD delivery.
All ViolaPets deliveries are fully tracked with proof of delivery, interactive SMS/email notifications, and an actual one-hour delivery window. Our service provides you with a Dashboard giving live status of all your parcels, plus GPS tracking via My Parcel Live, where you or your customers can see the parcel's location in real time.
If you require special delivery arrangements, you must contact us in advance.
Our free delivery is based on quotations from our partner DPD. If you require special arrangements other than DPD, you may need to bear additional delivery costs above our original quotation. We will inform you of any additional costs before dispatching and will only dispatch when additional fees (if applicable) are cleared.
Free Delivery Terms
"Free Delivery" stated on the website is valid for most areas of mainland UK, excluding Channel Islands, Northern Ireland, Scottish Islands, Scottish Highlands, and Isle of Man.
We offer free delivery for orders from most of Europe above £300, which is subject to potential customs charges for recipients. It is the recipient's full responsibility to handle import charges to ensure smooth delivery.
For specific delivery costs, please contact us at: customerservice@holapets.co.uk
DELIVERY ENQUIRY TIME LIMIT — IMPORTANT
To allow us to investigate and resolve any delivery issues effectively, all enquiries regarding missing, lost, or undelivered parcels must be submitted to us within 14 days of the delivered date.
This time limit exists because our carrier, DPD, requires claims for lost or missing parcels to be reported within 14 days of the date of dispatch, in accordance with DPD's own Terms & Conditions. Once this window has passed, DPD's liability is extinguished and we are no longer able to open an investigation or file a claim on your behalf.
Accordingly:
- Enquiries regarding non-delivery or missing parcels must be raised with us within 14 days of the expected delivery date.
- Enquiries regarding damaged goods must be raised with us within 7 working days of the delivery date, with photographic evidence provided at the time of reporting.
- Any delivery claims submitted after these deadlines cannot be investigated, and ViolaPets will not be able to offer a replacement or refund in respect of such claims.
To raise a delivery enquiry, please email customerservice@holapets.co.uk with your order number, tracking number, and a description of the issue. For damaged goods, please attach clear photographs of the packaging and contents.
Please note: As the sender, ViolaPets is the only party that can file a claim with DPD. Recipients cannot contact DPD directly to open a claim — all issues must be reported to us first.
DPD DELIVERY OPTIONS
We understand that receiving parcels is not always straightforward. DPD offers a wide range of options to ensure successful delivery. If you are not at home, you can use these options to arrange an alternative.
Please visit the DPD website or use the DPD app to provide delivery instructions before your expected delivery date. Even if you miss your first delivery attempt, you can still submit instructions for the next attempt.
Please note: if you missed your first delivery, you have only 48 hours to submit new instructions for the next DPD delivery attempt. If you do not act within 48 hours, your parcel will be returned to us. Resending your parcel will incur a cost of £15 per parcel (£8 return fee + £7 resending fee). This does not apply to large or oversized parcels, where the actual delivery charges will apply.
It is entirely your responsibility to provide DPD with accurate delivery instructions. It is therefore important that you input your full and correct address, email address, and phone number when placing your order, so that you receive DPD notifications. Any delivery issues caused by missing or incorrect information are the full responsibility of the recipient, including any associated additional costs.
We will not share or use your personal information for any purpose other than delivery and order communication. Please see our Privacy Policy for full details.
ORDERS
We will take all reasonable care to keep the details of your order and payment secure. In the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website. Please refer to our Refund Policy, which is incorporated into these Conditions.
CONTRACT CREATION AND ELECTRONIC CONTRACTING
The steps required to create a contract between you and us are as follows:
You place your order by pressing the confirm order button at the end of the checkout process, guided by simple instructions on our website.
We may send an order acknowledgement email when you place your order, followed by an order confirmation email detailing the products ordered. These emails do not constitute acceptance of your order.
For items being delivered to you, we will send a despatch confirmation email when your product is shipped.
Order acceptance and the completion of the contract between you and us takes place on despatch, unless we have notified you that we do not accept your order or you have cancelled it.
For most products dispatched directly from our warehouse, your credit/debit card will be charged when your order is placed.
Non-acceptance of an order may result from:
- The product being unavailable from stock
- Our inability to obtain authorisation for your payment
- The identification of a pricing or product description error
We strive to ensure all information is correct and accurate. Honest mistakes may occasionally occur and, as long as our information is not misleading through large-scale advertising promotions, we ask for your understanding. We do not accept intentional complaints or actions designed to take advantage of honest pricing errors. Any orders placed with the intent to exploit such errors will be cancelled.
We reserve the right to limit the number of items any individual customer may purchase, and to suspend accounts where we identify unusual patterns of returns activity or other suspicious behaviour. Should we have taken payment prior to non-acceptance of your order, we will issue a refund; please allow up to 5 days for the funds to be returned by your bank.
The contract will be concluded in English.