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Frequently Asked Questions

Website


All the product information we have will be displayed on the product pages. Simply click on the image or title of the product you wish to find out more about and look at the “Features” and “Description of product” sections.


No, we offer a guest checkout so you don’t have to create an account if you don’t want to. However, if you sign up you’ll be able to view previous orders, save address for faster checkout, etc!

You can create an account by clicking HERE or log into your account, if you already have one, by clicking HERE


You can create an account with us where you can subscribe to our newsletter. Alternatively, follow our social media pages for the latest news, updates, competitions.


You contact us by clicking HERE or via Email (hello@epic-pets.com) or via Phone on 0116 218 2188


Ordering & Payment


We can take orders over the phone. Be sure to have the product codes of the items you wish to order ready to hand and our customer service team will be happy to help you.

In order to help you place your order, you will need to have the correct product codes for the products you wish to buy. These can be found on the right hand side of the products page, just under the product name.


You can pay for your order via PayPal or we accept payments from most major credit/debit cards (Visa, Mastercard, Maestro, American Express, etc).


All card payments will be subject to security checks such as Verified by Visa™ and Mastercard Securecode™, as well as our own checks to make sure someone isn’t trying to order themselves something nice without you knowing!


Any products where we don’t have stock shouldn’t show on the website and also the amount of stock available will show on the product page. However there maybe occasions where an item that is out of stock slips through. If this happens you will be notified and provided a full refund for that item.


You’ll receive an Email within a few minutes after confirming your order to let you know we’ve received it.

This Email will contain your order number and detail what you have ordered. It will also contain links to contact us should you need to at any time.


Hopefully we’ve sold out because the product is overwhelmingly popular and we’ll be getting more in stock shortly! However sometimes, products are discontinued by suppliers and we simply can’t get a hold of them anymore.


You can cancel your order for a full refund at any time before the order is shipped

Simply contact us OR ask for your order to be cancelled HERE

If your order has been shipped, we will be unable to cancel your order, but we can help you through the Returns process if you still don't want the item once it has arrived.

If you have any questions, then please CONTACT US


The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.


Delivery


As we offer such a huge range of products, we simply can’t store it all in one warehouse. Therefore we often have to order items in specifically from our other warehouses and we’ll display the number of working days it will take us to receive it, pack it and send it to you, just below the “Add to Cart” button.


Standard UK delivery can take up to 5 working days to be delivered.

Express UK delivery can take up to 3 working days to be delivered. This service is not available in Northern Ireland or Highland & Island addresses

International orders usually take 7-10 working days to be delivered but this can be extended due to local customs laws and practices. Please contact us if you would like more information.

These delivery time frames are estimates and orders may be delivered before or after this time. We try our best to ensure all orders are delivered within these time frames but there may be issues outside of our control which result in your order arriving late.


Standard delivery is just £2.99

Express UK Delivery is £4.99

European & North America Delivery is £3.95

International Delivery is £6.95

For more information on which delivery service to use, please see our shipping information page.


We choose the best carrier depending on a number of different things. Therefore your item may be delivered by specialist carrier companies but you’ll be advised of who that company is when your order is dispatched.

In the UK we use Royal Mail, Hermes and DPD

For international deliveries we use local postal operators and in-country carriers where appropriate. Once your order is dispatched you will receive an Email with more information.


You will receive an Email with any relevant tracking numbers and links that you should be able to access directly. Alternatively you can visit the links below for our UK carriers and enter your tracking number:

Hermes

Royal Mail

DPD

For international deliveries, it may be that we used a standard international delivery service which uses the in-country postal operator. On these services we don't get tracking updates, simply a reference number. This does not affect the expected delivery times.


Occasionally we may separate orders, due to weight, size or if there is a significant delay in receiving part of your order.

We’ll do our best to keep you updated in any instance this happens. You will NOT be charged any additional costs for separate deliveries.


In order to protect our customers from fraud, we do not change delivery addresses once an order has been placed.

If your order has not been shipped, You can request for the order to be cancelled and place a new order.


Returns & Refunds


Click HERE to see our full returns and refund policy.


Goods can be returned within 30 days from the date of placing the order. We request the goods must be in the same condition they were delivered or in a saleable condition. So the item should not have been damaged, soiled, washed, altered or worn by pets (other than to try the item on) and that any labels or tags should be intact.


We can accept returns a number of different ways.

If you're in the the UK, you can use our FREE Hermes Parcelshop and Royal Mail return services. You can find links to these services here where you can choose the one which suits you the best

Alternatively, you can send your item directly back to us at:

Returns Department
Universal Textiles T/A Epic Pets
50 Oswin Road
Leicester
LE3 1HR
United Kingdom

If you choose to send the item directly back to us, this will be at your own cost and we will not be able to reimburse these charges


You will need to pay to return your order. The cost of returns depends on which service you use or the size/weight of your product. We recommend using Royal Mail, Hermes or DPD.
If we’ve made a pigs ear of your order then we’ll cover the returns costs for you!


To return your order with Hermes, follow the steps below:

Step 1. Go to the Hermes Returns page and search for "Universal Textiles" in the "search for your brand" bar.


Step 2. Select Parcelshop Drop Off, this service is FREE.


Step 3. Enter your order number (this can be found in your Order Confirmation Email) and your Email address, select a reason for why you are returning the item.


Step 4. Click "Get Your Label". You’ll receive an Email confirming the details of your return, including the QR code you’ll need to show at your local drop off point.


Step 5. Take your order to your nearest Hermes drop off point and they’ll be able to print out your returns label in store.


Step 6. Track your return using the tracking reference from your receipt at the Hermes tracking page


Returns are typically received within 7 working days. We aim to have all refunds/exchanges completed within 14 working days.

You will receive an Email once your refund has been processed.

If you return you order within 30 days of ordering it, a full refund will be issued to your original payment method. You can expect to receive your refund within 2 working days from the date your return is processed.

All returned items should be sent in their original condition and packaging where possible. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.


You can find details of your nearest UK Hermes parcel shop HERE


To return your order with Royal Mail, follow the steps below:

Step 1. Go to our Royal Mail returns page.


Step 2. Select the shape of parcel, and confirm that the package size is within the dimensions shown.

Please note, any charges as a result of items larger than the dimensions accepted by Royal Mail will be at your expense.


Step 3. Enter your order number (this can be found in your Order Confirmation Email), select a reason for why you are returning the item and enter your details


Step 4. Click "Make Your Label". You’ll receive an Email confirming the details of your return, including the QR code you’ll need to show at your local Royal Mail Location


Step 5. Take your order to your nearest Royal Mail location and they’ll be able to print out your returns label in store.


Step 6. Track your return using the tracking reference from your receipt at the Royal Mail tracking page


Returns are typically received within 7 working days. We aim to have all refunds/exchanges completed within 14 working days.

You will receive an Email once your refund has been processed.

If you return you order within 30 days of ordering it, a full refund will be issued to your original payment method. You can expect to receive your refund within 2 working days from the date your return is processed.

All returned items should be sent in their original condition and packaging where possible. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.


You can find details of your nearest Post Office® branch or Royal Mail Customer Service Point (CSP) HERE


We try to process refunds within 14 days of receiving the item.

Refunds will be made to the original payment method and are normally completed within 3 working days depending on your card provider/bank


We're so sorry if we've made a mistake!

If this is the case, please CONTACT US and we'll try and sort it out as soon as possible

The following may affect the amount you have been refunded:

  • The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable.

Your delivery charge will be refunded in some circumstances, for example if your order has been cancelled under the Consumer Contracts Regulations. For more information on the Consumer Contracts Regulations, click here.

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