Shipping policy
At Dog Lush, every order is handled with care. Before leaving our fulfilment centre, each item is inspected, packed, and secured to ensure it meets our quality standards. All orders are shipped with full tracking so you can follow your delivery from dispatch to arrival.
Processing Time
Orders are processed Monday to Friday (excluding bank holidays).
All orders are prepared upon request and processed within 3–5 business days prior to dispatch. During this time, each item is inspected by our fulfilment team before shipping.
Orders placed after 12:00 PM GMT will be processed on the next business day.
You will receive a shipping confirmation email once your order has been dispatched.
During periods of high demand, processing times may be slightly extended. If there is a significant delay, we will notify you.
Shipping Rates and Delivery Estimates
Once processed and shipped, estimated delivery times are:
United Kingdom: 8–14 business days after dispatch
International: 8–14 business days (depending on location and customs)
Please note that delivery times are estimates and may vary due to factors outside our control, such as courier delays, customs processing, or seasonal demand.
Shipping is free worldwide.
All costs are clearly displayed at checkout. There are no hidden charges.
We work with trusted delivery partners including Royal Mail, DPD, UPS, Evri, and Yodel.
Shipment Confirmation and Tracking
Every order includes full tracking.
A tracking link will be sent to your email once your order has been dispatched. You can track your order at any time using the link provided.
International Shipping, Duties and Taxes
Customs duties, taxes, and import charges (if applicable) are the responsibility of the customer.
For international returns, we recommend marking the parcel as “Returned Goods” to help avoid additional customs charges. We are not responsible for any customs fees incurred on returned items.
Address Changes and Cancellations
If you need to change your delivery address, please contact support@doglush.com within 1 hour of placing your order.
Orders may be cancelled within 24 hours of purchase. After this time, orders are processed and cancellation may no longer be possible.
Incorrect Addresses and Failed Deliveries
Please ensure your shipping address is correct at checkout.
We are not responsible for failed deliveries due to incorrect or incomplete addresses.
If an address cannot be verified, the order may be cancelled and refunded.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us at support@doglush.com with clear photos. Once reviewed, we will arrange a replacement or refund where applicable.
Non-Returnable Items
We do not accept returns on sale items, gift cards, or personalised products.
Customised items are made to order and are non-returnable unless faulty.
Missing or Stolen Shipments
If tracking shows your order as delivered but you have not received it, please contact us at support@doglush.com
We will initiate an investigation with the courier. Investigations may take up to 21 days. Once resolved, we will provide a replacement or refund where appropriate.
Worry-Free Delivery (Shipping Protection)
We offer optional Worry-Free Delivery at checkout for added protection.
If selected, this service provides coverage for:
Lost packages (not delivered within 30 days domestic or 60 days international)
Damaged items during transit
Delivery delays beyond expected timeframes
Stolen deliveries reported within a reasonable timeframe
Claims are handled through a dedicated resolution centre and are processed directly once submitted.
This service is optional and can be removed at checkout.
Need Help?
If you have any questions about shipping or tracking, please contact us.
Contact Us
📋 Contact Us
📩 Email: support@doglush.com
📞 Phone: +441133508615
Business Hours:
Monday to Friday: 9:00 AM – 5:00 PM (GMT)
Saturday: Closed
Sunday: Closed
We aim to respond to all enquiries within 24 hours.