Frequently Asked Questions

How do I place an order?

Browse, add to basket, and check out — that's it. You don't need an account, but creating one lets you track orders, save your favourites, and check out faster next time.

What payment methods do you accept?

Most major cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, Shop Pay, PayPal, and Klarna (subject to eligibility). All payments are processed securely — we never see or store your card details.

Can I change or cancel my order after placing it?

If your order hasn't been packed yet (usually within an hour or two), yes — email us right away at support@momopets.co.uk with your order number. Once dispatched, we may not be able to change it, but you can return it under our Refund Policy.

I made a mistake on my shipping address — what do I do?

Email us as soon as you can. If your order hasn't shipped, we'll update it. If it has, we may not be able to redirect it.

Where do you ship to?

Currently we ship to all UK addresses (England, Scotland, Wales, and Northern Ireland). We're not shipping to BFPO, the Channel Islands, Isle of Man, or international destinations just yet.

How long will delivery take?

It depends on where the item ships from.
UK warehouse items: 3–5 business days standard, or 1–2 business days express.
Overseas direct shipping (Japan, Korea, and other partner countries): around 10 business days.
Each product page tells you which route applies.

How much does shipping cost?

It's calculated at checkout based on your address and basket. Free standard UK shipping on orders over £39.90 (excluding very heavy or oversized items).

How do I track my order?

Once your order ships, you'll get an email with tracking info. You can also log into your Momo Pets account to view all your orders.

What if my parcel says delivered but I can't find it?

Check with neighbours and around your property first. If you still can't find it, email us within 14 days and we'll open an investigation with the carrier.

Can I return something?

Yes — under UK consumer law, you have 14 days from delivery to change your mind, plus another 14 days to return it. Items should be unused and in their original packaging. Full details in our Refund Policy.

What if my item arrives damaged or faulty?

We're so sorry! Email us within 7 days at support@momopets.co.uk with your order number, a photo of the damage, and a quick description. We'll sort a replacement, refund, or store credit at no cost to you.

Do I pay for return postage?

For change-of-mind returns, yes — return postage is your responsibility. For damaged or faulty items, we cover it.

How long does a refund take?

Once we receive your return, we'll process the refund within 5 business days. It usually appears in your account within 5–10 business days after that, depending on your bank.

Are your products safe for my pet?

Every product is selected with care — we only source from trusted brands and suppliers in the UK, Japan, Korea, and other partner countries. Each product page lists ingredients, materials, and any allergen warnings.

I have a fussy / sensitive / allergic furry — what do you recommend?

Tell us about them at support@momopets.co.uk — share their breed, age, and what they're sensitive to. We love giving tailored picks.

Do you sell prescription pet food or veterinary products?

Not at the moment. We focus on everyday treats, food, toys, and care essentials.

My pet didn't like the food / toy — can I return it?

If the item is unopened, yes (see Refund Policy). If it's been opened, we usually can't take it back for hygiene reasons — but please email us anyway. We're often happy to offer store credit on a goodwill basis.

Do I need an account to shop?

No — you can check out as a guest. But an account lets you track orders, save addresses, build a wishlist, and check out faster.

How do I reset my password?

Click "Forgot password?" on the login page. We'll email you a reset link.

How do I unsubscribe from marketing emails?

Click "Unsubscribe" at the bottom of any marketing email. You'll be removed within minutes. Transactional emails (order confirmations, shipping updates) will still come through.

How do you protect my personal information?

See our Privacy Policy for the full details. The short version: we never sell your data, we only share with the people we need to (Shopify, payment processors, shipping carriers), and we're fully UK GDPR compliant.