Shipping Policy

Order Processing

All orders are processed within 1–2 business days after you receive your order confirmation email, excluding weekends and UK bank holidays.

Processing time is separate from delivery time. Once your order has been dispatched, you will receive a shipping confirmation email.

If we expect a significant delay in processing your order, we will contact you using the details provided at checkout.

Shipping Rates and Free Delivery

Shipping charges are calculated and displayed at checkout before you complete your purchase.

We offer free standard delivery on orders over £60 to mainland UK addresses only.

The free delivery threshold is based on the value of goods after discounts and before delivery charges. Orders totalling exactly £60 or less do not qualify.

Eligibility for free delivery is determined by your delivery postcode at checkout. Any applicable delivery charges will be shown before payment.

Delivery Locations

Available delivery options depend on your delivery address and are displayed at checkout.

Our mainland UK free delivery offer does not apply to Northern Ireland, offshore islands, the Channel Islands or the Isle of Man.

If no shipping option is available for your address, please contact info@hipaws.co.uk before placing an order.

Delivery Times

Estimated delivery times are displayed at checkout where available. These estimates begin from dispatch and do not include the 1–2 business day order processing period.

Please review the delivery information shown at checkout before completing your order.

We will deliver within the period agreed when you place your order. If no delivery period has been agreed, we will deliver without undue delay and within 30 days after the contract is formed.

Shipping Confirmation and Tracking

You will receive an email notification once your order has been dispatched.

Where tracking is available, your shipping confirmation will include tracking details. Please allow time for the carrier to update its tracking system after receiving your parcel.

Delivery Address Changes

Please check your delivery address carefully before completing your purchase.

If you need to change it, contact info@hipaws.co.uk as soon as possible. We will make reasonable efforts to update your details, but changes may not be possible once your order has been dispatched.

If an incorrect or incomplete address results in additional delivery costs, we will explain these costs and obtain your agreement before charging you.

Delayed or Missing Deliveries

If your order has not arrived within the expected delivery period, please contact info@hipaws.co.uk with your order number.

We will investigate with the carrier and work with you to resolve the issue. You do not need to resolve a delivery problem directly with the carrier before contacting us.

If delivery is delayed, your statutory rights remain unaffected, including any right to cancel and receive a refund.

Damaged or Incorrect Items

If your order arrives damaged or contains an incorrect item, please contact info@hipaws.co.uk with your order number and a description of the issue.

Photographs of the goods and packaging, where available, may help us investigate. Please keep the packaging if reasonably possible.

We will arrange an appropriate remedy in accordance with your statutory rights and our Returns & Refunds Policy. We will cover reasonable return postage costs for faulty, damaged or incorrect goods.

Responsibility for Your Order

Your goods remain our responsibility until they come into your physical possession or that of a person you nominate to receive them.

If you independently appoint a carrier that we have not offered, responsibility may pass when we hand the goods to that carrier.

Returns and Refunds

Please refer to our Returns & Refunds Policy for information about cancellations, returns, return postage and refunds.

Nothing in this Shipping Policy limits or excludes your statutory consumer rights.

Contact Us

For shipping enquiries, please contact:

HiPaws — operated by COZY PLANET LTD
Email: info@hipaws.co.uk

Returns and postal correspondence:
COZY PLANET LTD — Tc2
72 Burleigh Road
Stretford
M32 0GA
United Kingdom