Questions

The United Kingdom and European Union member states. Outside that: Russia, Belarus, Iran, North Korea, Syria and Cuba, and the temporarily occupied territories of Ukraine.

Everything is packed at our fulfilment warehouse in Spain and leaves within 1–2 business days of the payment clearing.

Reckon on 3–6 business days after dispatch for EU addresses and 4–8 business days after dispatch for the United Kingdom. Carrier estimates, not fixed dates.

£5.99 on an order, dropping to nothing once the order reaches £75. You see it at checkout before paying.

Orders to the United Kingdom are shipped from the EU. The carrier may charge import VAT, duty or a handling fee on delivery; these charges are not included in our prices and are payable by the recipient.

Dispatch triggers an email, carrying a tracking number wherever the carrier issues one. Account holders can also see the status under Your orders.

Yes — 14 days from the parcel arriving, no reason needed, and then 14 days to get the goods posted. Tell us by email or through the contact form before you send anything.

You do on a change of mind. Faulty, damaged or simply the wrong item, and it is on us.

Inside 14 days of the goods reaching us, or of your proof of posting if that comes first. It returns to the paying card in the paying currency.

Unbox it and check it over as you would in a shop. Once a bowl has been fed from, a bed slept on, a tray filled or a tank filled with water, we may deduct the value lost. A faulty item is always refunded in full.

Email the order number with photographs of the goods and the packaging. A replacement or a refund follows, and it costs you nothing.

A Visa and Mastercard card. The details are typed into the hosted page of our PCI DSS compliant payment provider. We take nothing else.

Full card data is never stored or processed here — our PCI DSS compliant provider handles every payment. Your bank may ask you to confirm it through 3-D Secure, usually in its app.

GBP, EUR and USD. The charge is taken in whichever one you had selected at checkout. A card held in another currency may attract your bank's conversion fee.

SOLVETA LTD holds no VAT registration, so there is no VAT to charge and none is added at checkout.

When you finish the payment on the provider's page. Declined or abandoned, and no order exists and no money moves.

Food, treats, bedding, bowls and feeders, collars, harnesses and leads, grooming tools, litter trays and litter, cages, hutches and kennels, carriers, aquarium equipment and decoration, and terrarium habitat, heating and lighting. No live animals, and no prescription-only veterinary medicines.

Each product page carries the materials, the measurements and the care notes we hold — chest girth and neck ranges on walking kit, internal dimensions on cages and carriers, tank volume on filters and heaters. Measure your animal with a soft tape and read it against those figures rather than against a breed name.

Webbing: hand wash and air dry, and check buckles and stitching before each walk. Cages and trays: hot water and a rinse-off animal-safe cleaner, dried before refilling. Aquarium filters: rinse the media in water taken out of the tank, never under the tap. Reptile UVB lamps: replace on the stated interval, whether or not they still light.

Yes — 24 months against manufacturing defects on everything we sell, on top of your statutory rights. The Warranty sets out what is in, what is out and how to claim.

Anyone of 18 or over living in a country we deliver to. Date of birth is asked for at registration.

Use "Forgot your password?" on the sign-in page and give us the email address. Where an account exists for it, a link to set a new password follows.

Email info@fawnandpaw.com from the address the account is under. We close it and delete your data, keeping only the order records the law obliges us to hold — the Privacy policy has the detail.

Email info@fawnandpaw.com and the address comes off the newsletter list. Order and account emails carry on, since they are part of the order itself.