FREE Delivery on all subscription orders, or standard orders over £25

Delivery

• Delivery is FREE for all subscription orders or when you spend £25 and over
• Delivery is £2.99 for orders under £25
• Delivery is Monday - Thursday (excluding Public Holidays)
• Delivery is fully trackable – we’ll email you a link to your tracking information once you’ve placed your order
• For more information about our Delivery Service click here
A few things to note:
• To guarantee next day delivery, please complete your order before 1.30pm Monday - Thursday
• Orders placed on a Friday before 1.30pm will arrive on Monday and orders placed after 1.30pm on a Friday or over the weekend will arrive Tuesday
• We currently ship to UK Mainland only (this excludes all Isles, Northern Ireland and Scottish Highlands and PO / BFPO Boxes)

Delivery is FREE for all subscription orders or when you spend £25 and over. Delivery is £2.99 for orders under £25.

We send all of our orders with next working day delivery as standard.

Delivery is FREE for all subscription orders or when you spend £25 and over.

Delivery is £2.99 for orders under £25.

Once your order has been placed you will receive a confirmation email from us which will contain your courier tracking number.

Once the courier has your parcel, you will receive a ‘pre-delivery’ notification with your delivery date.

On the morning of your delivery you will receive a further notification to give you an estimated time slot.

If you are not going to be at home during this time slot please check your DHL page where you should see options to arrange for your parcel to be left in a safe place etc..

Due to the current Covid-19 situation, DHL are unable to make a second delivery but will leave the parcel at your address and take a photo as proof of delivery.

Please contact our Customer Care team here and have your tracking and order number ready.

We currently ship to UK Mainland only (this excludes all Isles, Northern Ireland and Scottish Highlands).

We are unable to ship to PO or BFPO boxes.

Yes we do! During the Coronavirus pandemic, DHL will not ask for a signature, but a photo will be taken of the parcel at the delivery location.

Returns & Refunds

If you change your mind, you have 14 days to return an unopened product at your own cost, for a full refund.

Please contact our Customer Care team if you have any questions.

Your item(s) need to be returned to:
Fullers Logistics Ltd
135B Edinburgh Avenue
Slough
SL1 4SS

If you receive a damaged product please contact our Customer Care team who will process a refund for you and arrange collection.

If your pet doesn’t like our product, this shouldn’t be anything to worry about. Just like us, pets can be choosy about what they fancy to eat and have likes and dislikes too.

It sometimes helps to tempt them a few times and serving food at room temperature is what they prefer.

If you’re changing their food, always remember to mix small amounts of the new food with their usual food for a few days, to avoid any upset.

If you still have any concerns or need any more guidance from us, please get in touch with our Customer Care team so we can help you further.

If you change your mind, you have 14 days to return an unopened product, at your cost, for a refund.

Or if you prefer you may exchange it for a product of equal value.

Please contact our Customer Care team to arrange this with us.

We don’t accept returns after 14 days.

If there is a problem with your product please contact our Customer Care team here.

As long as the card account is still open we will be able to process a refund.

We are not able to refund your order to a different card.

If you are experiencing an issue relating to this, please contact our Customer Care team here so that they can look into this for you.

All you need to know about Order

Placing an order with us is easy!
• Simply enter your desired quantity, choose if you wish to make a one-time purchase or to set up a recurring order on subscription, then hit ‘Add to cart’.
• Once you have added all your products to the cart, open it by clicking on the cart icon in the top right hand corner of the page.
• Click ‘Checkout’ and fill out your delivery and contact info, as well as your discount code if you have one!
• Press ‘Continue to shipping’ to review your order
• Then hit ‘Continue to payment’ to add your payment details.
• Click on ‘Pay now’ to process your payment, once this is complete you will land on an order confirmation screen to indicate that your order has successfully been placed.
• You will also receive an email confirming your order has gone through!
If you run into any issues, don’t hesitate to get in touch with our Customer Care team who will be very happy to help you pop your order through!

Once your order has been placed you will see an ‘order confirmation’ screen and also receive a confirmation email.

If you don’t receive this email please check your ‘junk’ folder as your mail provider might have sent it there.

If you have still not received an order confirmation email please contact our Customer Care team here.

If you haven’t received an order confirmation email please check your ‘junk’ folder as your mail provider.

If you have still not received an order confirmation email, please contact our Customer Care team here.

Once your order has been placed you will receive a confirmation email from us which will contain your courier tracking number.

Once the courier has your parcel, you will receive a ‘pre-delivery’ notification with your delivery date.

On the morning of your delivery you will receive a further notification to give you an estimated time slot.

If you are not going to be at home during this time slot please check your DHL page, where you should see options to arrange for your parcel to be left in a safe place etc..

Please check your DHL tracking page for any updates on the whereabouts of your parcel, after it has been dispatched.

If you still need further help, or have not received this information from DHL, please reach out to our Customer Care team here and we will be happy to help you.

In order to send all of our orders with next working day delivery, they are processed very quickly.

This means once you’ve placed your order it cannot be changed or cancelled. We do recommend thoroughly reviewing your order before placing it to ensure that everything is correct.

We are really sorry that you have received a faulty or damaged item.

Please get in touch with our Customer Care team here and they will be happy to get this sorted out for you right away!

If you have received an incorrect item please contact our Customer Care team so that they can look into this issue for you.

If you are missing an item from your order please contact our Customer Care team so that they can look into this issue for you.

To purchase our products overseas, we would recommend shopping via Zooplus! They carry a good selection of James Wellbeloved favourites!

We are expanding into Germany and France very soon, so watch this space!

If you are interested in James Wellbeloved trading elsewhere, please keep an eye on our social media pages, as any news about this will be shared there!

Products & Stock

We are working hard to ensure we can stock your pet’s preferred food on the site.

If you can’t find your usual product, please contact our Customer Care team to find an alternative.

We are looking into various delivery options and want to ensure we can offer the best value and minimise the shipping costs for all of our customers. At this stage we can offer you the best value through shipping cases of our products.

Have you seen our new subscription service to ensure your pet never runs out of food?

If your usual product is out of stock we would recommend choosing another variety from the same range.

If this is not available please contact our Customer Care team who can discuss an alternative with you.

If you know the product you are looking for, you can search it by typing it into the search bar in the top right corner and clicking the magnifying glass or hitting enter.

Sadly we no longer produce James Wellbeloved measuring cups.

All of our recommended feeding amounts are in grams. To make sure that your pet’s getting the right amount, it’s always best to weigh the food.

All Payments FAQs

We accept a range of payments in our online shop:
• Mastercard
• Visa
• American Express
• Maestro

As soon as your payment has been processed you will see an ‘Order confirmation’ screen to show that your order has been successful. You will also receive an ‘Order Confirmation’ email.

If you don’t receive this email please check your ‘junk’ folder as your mail provider might have sent it there.

If you still cannot locate it, please contact our Customer Care team here.

You can easily do this from your account area.

Click here to log in.

To add a discount code to your order, please visit the checkout and click ‘Have a discount code'?

Click here to enter it’ and a text field will appear for you to complete.

Pop the code in here and hit apply and, if it is valid, your discount will be deducted from your order total.