Delivery & Returns
We know that when you’re choosing something this personal, the last thing you want is to be left wondering where it is or what happens if something goes wrong. Here’s everything you need to know — delivery times, how long personalisation takes, and our honest policy on returns.
How We Send Your Order
All Heavenly Paws orders are sent via Royal Mail. For most personalised gifts, standard delivery takes two to three working days from dispatch — so once your keepsake is made, quality-checked, and on its way, it won’t be long before it’s with you.
Some items have next-day delivery available. You’ll see this clearly on the individual product page before you order, so there are no surprises at checkout.
We currently ship within the UK only.
How Long Does Personalisation Take?
Before we dispatch anything, we make it. Most personalised items take two to three working days to produce — you’ll see the exact timeframe on each product page, because it can vary depending on what you’ve chosen.
Once production is complete, every order is quality-checked before it leaves us. That step matters to us. A keepsake with your dog’s name on it has to be right.
If you want to check on timing before you order, the product page is the best place to start — or you’re welcome to get in touch via Contact Us and we’ll give you a straight answer.
Need It Quickly?
Where next-day delivery is available, you’ll see it as an option on the product page. If you’re working to a particular date — an anniversary, a birthday, or you’d simply like to have it in your hands sooner — do check the product page first, and feel free to drop us a message if you’re not sure whether we can make it work.
We can’t promise miracles, but we’ll always be honest with you about what’s possible.
Do You Deliver Outside the UK?
Not at the moment — we’re UK only for now. We hope to expand in the future, but we’d rather do this well in one place than rush to do it everywhere.
Returns — The Honest Part
Personalised gifts are a slightly different situation to most things you might order online, and it’s worth explaining why.
Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day right to return. The reason is straightforward: a keepsake made specifically for your dog — with their name, their dates, their memory — can’t be restocked or resold. It was made for them.
So we can’t accept returns for a change of mind on personalised items. We’d ask you to check the How Personalisation Works before you order if you have any questions about how personalisation works, and to review the design preview on the product page carefully before placing your order.
That said — if something arrives that isn’t right through any fault of ours, we absolutely want to fix it.
What We’ll Always Put Right
There’s a clear difference between a keepsake you’ve had a change of heart about and one that has genuinely gone wrong. If your order falls into the second category, we won’t ask you to argue the point.
If your gift arrives damaged in transit, we’ll replace it or refund you in full — whichever you’d prefer.
If we’ve personalised it incorrectly — meaning we made an error, not that you’d like to change what you submitted — we’ll replace it or refund you, again at your preference.
We take the personalisation seriously. That’s why we check every order before dispatch. But if something slips through, or if Royal Mail hasn’t been kind to it, we’ll sort it properly.
How to Tell Us About a Problem
Please get in touch within 14 days of receiving your order. Email us at support@settusfree.org.uk or use the contact form at Contact Us, and include a photograph of the issue — it helps us understand what’s happened and get things moving quickly.
We aim to reply within 24 hours, Monday to Friday. We’re a small team, but we take every message seriously.
