Shipping Policy

Shipping Policy: Dependable Delivery for Your Pet's Essentials

Thank you for shopping with Volucella. This Shipping Policy explains how we handle order processing, dispatch, and delivery. We are committed to ensuring your pet supplies reach you safely, on time, and with full transparency.

Order Processing Time

We work hard to dispatch your order as promptly as possible.

• Processing window: Orders are typically processed within 1–3 business days of purchase (Monday to Friday, excluding UK public holidays).
• Dispatch confirmation: Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details.
• Peak periods: During busy seasons or high-demand promotional events, processing may take slightly longer. We will keep you informed should any delay affect your order.

Delivery Locations

Where We Ship

Volucella currently ships to addresses throughout the United Kingdom. If you are based outside the UK and wish to enquire about international delivery, please contact us at support@volucella.com.

Estimated Delivery Times

• Standard Delivery: Approximately 3–7 business days from the date of dispatch.
• All timeframes are estimates and may vary depending on your location, carrier capacity, and any unforeseen circumstances beyond our control.

Delivery Costs

All applicable delivery charges are clearly calculated and displayed at checkout before you complete your purchase. We regularly offer free delivery promotions — please visit our homepage to check current offers.

Order Tracking

How to Track Your Parcel

Once your order has been dispatched, a tracking number will be sent to your registered email address. Use this to monitor the status of your delivery at any time. If you have not received tracking information within 5 business days of your order being placed, please contact us at support@volucella.com.

Incorrect Delivery Address

Please ensure your delivery address is entered correctly at checkout. Volucella is not responsible for:

• Failed or delayed deliveries caused by an incorrect or incomplete address.
• Parcels delivered to a wrong location due to customer input errors.

If you notice a mistake in your address after placing your order, please email us at support@volucella.com immediately. We will attempt to correct this before dispatch, but cannot guarantee amendments once an order has been processed.

Damaged or Missing Parcels

Damaged on Arrival

If your order arrives in a damaged state, please take the following steps:

1. Photograph the damaged item and outer packaging clearly.
2. Contact us at support@volucella.com within 48 hours of delivery.
3. Include your order number to help us investigate and resolve the matter quickly.

Missing or Delayed Parcels

If your parcel appears significantly delayed or has not arrived within the expected timeframe, we recommend first checking with a neighbour or your local delivery depot, as items are sometimes left in a safe place or held for collection. If your parcel is still unaccounted for, please contact our support team and we will work with the carrier to find a resolution.

Split Shipments

On occasion, orders containing multiple items may be sent in separate parcels, particularly where items differ significantly in size or are held at different locations. If your order is dispatched in more than one parcel, you will receive separate tracking numbers for each.

Our Commitment

At Volucella, we are dedicated to delivering a reliable and transparent service for every order. If you ever have questions or concerns about your delivery, please do not hesitate to get in touch — we respond to all messages within 24–48 business hours.

Email: support@volucella.com
Phone: +44 7775 398887
Address: 5 Lowestoft Cl, Earley, Reading RG6 3UG, United Kingdom