At Pattes Douces Store, we’re committed to making every step of your puppy care journey as smooth as possible – from delivery to returns. Our policies are designed with your puppy’s comfort and your convenience in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to suit your needs:

1. Standard Shipping (£12.95)

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Tracking included

2. Free Shipping (Orders over £50)

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Tracking included

Please note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide, excluding some Asian countries and remote areas.

Our Hassle-Free Returns Policy

Just as we carefully select ingredients for our grain-free puppy formulas, we handle your returns with the same care and attention. We offer a 15-day return window from the date of delivery for most products.

Simple 4-Step Returns Process

Step 1: Initiate Your Return

Contact our Leicester-based customer care team within 15 days of receiving your order at [email protected] with:

  • Your order number
  • Product name and quantity you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

We’ll email you a Return Merchandise Authorization (RMA) number and detailed return instructions within 1-2 business days.

Step 3: Package & Ship Your Return

Please include all original packaging, tags, and accessories. Ship your return to:

Pattes Douces Store Returns
72 Charles St
Leicester, GB LE8M 1SW

Step 4: Processing Your Return

Once received, we’ll inspect the items and process your request within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method:

  • Credit cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges, we’ll ship your replacement item once we receive your return. Standard shipping rates apply unless the exchange is due to our error.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Flea & Tick Control products (opened or unopened)
  • Pouches & Trays of wet food that have been opened

Need Help With Your Return?

Our friendly team is always happy to help with any return queries. Contact us at [email protected].

Pattes Douces Store – Where your puppy’s comfort comes first, in shopping and in returns!