FAQ
About Us
Q: What is PETSTEP UK?
A: PETSTEP UK is a trusted online pet store dedicated to offering high-quality, stylish, and practical pet products sourced from reputable European brands. We believe every pet deserves the best — and we make it easy for you to find just that.
Q: Where are you based?
A: We’re proudly based in the United Kingdom and deliver our products across the country.
Q: What makes PETSTEP different?
A: At PETSTEP, we believe great products should be matched with exceptional service. We go beyond just selling pet supplies — we genuinely care about our customers and their pets. Our team is always here to help with friendly, reliable support and quick responses to any questions or concerns. Every item we offer is carefully chosen for its quality, comfort, and safety, and we’re dedicated to making your entire experience — from browsing to delivery — as smooth and enjoyable as possible.
Orders & Delivery
Q: How long will my order take to arrive?
A: Delivery times vary depending on the item and supplier, but most orders arrive within 4-5 working days. You’ll receive a confirmation email with tracking details once your order has been dispatched.
Q: How can I track my order?
A: Once your order has shipped, you’ll receive a tracking link by email so you can follow its journey to your door.
Q: What happens if I miss my delivery?
A: The courier will usually attempt redelivery or leave instructions for collection. If an order is refused or returned due to missed delivery, the delivery and return costs may be deducted from your refund.
Returns & Refunds
Q: Can I return an item if I change my mind?
A: Yes! You can return items within 30 days of receiving them, as long as they’re unused, in original packaging, and in a resalable condition. Return postage is the customer’s responsibility unless the item is faulty.
Q: What if my order is damaged or faulty?
A: We’re so sorry to hear that! Please contact us within 30 days of delivery with photos of the issue. We’ll send a replacement or offer a full refund — and we’ll cover the return postage.
Q: How do I return an item?
A: Simply email us at sales@petstep.uk with your order number and reason for return. We’ll guide you through the quick return process.
Q: When will I receive my refund?
A: Refunds are processed within 3 days of receiving your return and will appear in your original payment method within 5-8 business days.
Q: Should I use tracked postage for returns?
A: For items worth over £75, we recommend using a tracked or insured delivery service, as we can’t guarantee receipt of untracked returns.
Product Support
Q: My product arrived with a damaged part — what should I do?
A: Please don’t let your pet use it just yet. Contact us right away — PETSTEP will send a replacement part free of charge, whether it was damaged during transit or covered under warranty.
Q: Do you offer spare parts?
A: Yes! We can supply replacement parts for selected products. Get in touch with our support team, and we’ll be happy to help.
Privacy & Preferences
Q: Will my personal details be shared?
A: Never. We respect your privacy and will never sell, share, or distribute your information to third parties.
Q: How can I manage my email preferences?
A: You can update your preferences or unsubscribe anytime using the link in our emails, or by contacting us directly at enquiries@petstep.uk.
Q: Is my payment information safe?
A: Absolutely. All transactions are processed securely through trusted payment gateways. PETSTEP never stores your payment details.
Contact & Support
Q: How do I get in touch with PETSTEP?
A: You can reach our friendly support team by emailing sales@petstep.uk or filling out our Contact Us form. We aim to respond within 24 hours on working days.