Frequently Asked Questions
Welcome to our Frequently Asked Questions page. We've answered some of the questions we're asked most often about ordering, delivery, returns, international shipping and our products. If you can't find the answer you're looking for, our friendly customer support team is always happy to help.
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to amend or cancel your order, please contact us as soon as possible. We begin processing orders quickly, so while we'll always do our best to help, changes cannot be guaranteed once your order has been prepared for dispatch.
How can I track my order?
How can I track my order?
As soon as your order leaves us, we'll send you a dispatch confirmation email containing your tracking details (where available).
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
Can I send an order as a gift?
Can I send an order as a gift?
Many of our products make wonderful gifts for pet lovers. Simply enter the recipient's delivery address at checkout. Pricing is never included in our parcels. You can also add a gift card and personalised message too - just add this at checkout
Shipping & Delivery
How much is delivery?
How much is delivery?
Shipping costs depend on your location and the products you've ordered. Your delivery cost will always be shown before payment at checkout.
Do you offer free UK delivery?
Do you offer free UK delivery?
Yes. We offer free UK standard delivery on qualifying orders over our advertised free shipping threshold.
Do you ship internationally?
Do you ship internationally?
Yes. We ship to many countries worldwide using trusted courier partners, including DHL.
How long will delivery take?
How long will delivery take?
Delivery times vary depending on your destination. Estimated delivery times are provided during checkout and in your dispatch confirmation email.
My parcel hasn't arrived. What should I do?
My parcel hasn't arrived. What should I do?
Please check your tracking information first. If you still need assistance, contact us and we'll be happy to help investigate your delivery.
Returns & Refunds
Can I return my order?
Can I return my order?
Eligible items may be returned within our returns period provided they are unused, in their original condition and packaging. Please refer to our Returns Policy for full details.
Can I return vacuum-sealed products?
Can I return vacuum-sealed products?
For hygiene and quality reasons, products supplied in vacuum-sealed packaging cannot be returned once the seal has been opened unless they are faulty, damaged or not as described.
When will I receive my refund?
When will I receive my refund?
Refunds are normally processed within 10 working days of receiving and inspecting your returned item. Your payment provider may take additional time to credit your account.
Products
How do I choose the correct size?
How do I choose the correct size?
Many of our products include helpful sizing information. If you're unsure, please contact us before ordering and we'll be happy to assist. See our sizing help
Will the colours look exactly the same?
Will the colours look exactly the same?
We do our very best to display accurate product images. However, colours may vary slightly depending on your screen or device settings.
Are your products suitable for every dog?
Are your products suitable for every dog?
Every dog is different. We recommend supervising your pet when introducing any new accessory, toy or bedding and regularly checking products for signs of wear.
Payments & Security
Which payment methods do you accept?
Which payment methods do you accept?
We accept all major debit and credit cards, along with secure payment methods available through Shopify, including Shop Pay, Apple Pay, Google Pay where available.
Is it safe to shop with Bell & Beau?
Is it safe to shop with Bell & Beau?
Yes. Your payment is processed securely using encrypted payment gateways. We never store your full card details.
Contact Us
How can I get in touch?
How can I get in touch?
If you have any questions before or after placing an order, we'd love to hear from you. Simply visit our Contact Us page or email us and we'll respond as soon as possible.
How quickly do you reply?
How quickly do you reply?
We aim to respond to all enquiries within 1–2 working days.
