Shipping policy
MOMO PETS — SHIPPING POLICY
Last updated: 11 June 2026
OVERVIEW
This Shipping Policy explains how we process, ship, and deliver orders at Momo Pets (operated by Momopets Ltd, company number 17241854, registered in England and Wales). Please read it together with our Terms of Service and Refund Policy.
If you have any questions, just email us at support@momopets.co.uk — we usually reply within one business day.
SECTION 1 — WHERE WE SHIP
We currently ship to addresses within the United Kingdom only (England, Scotland, Wales, and Northern Ireland).
We do not ship to BFPO, Channel Islands, Isle of Man, or international addresses outside the UK at this time. If you'd like us to ship to one of these areas in the future, drop us a line — we'd love to hear from you.
SECTION 2 — OUR TWO SHIPPING ROUTES
Momo Pets sources products from carefully selected partners around the world. Depending on the item, your order will be fulfilled from one of two places:
(a) UK Warehouse — for fast-moving favourites and essentials we hold in stock locally.
(b) Overseas Direct Shipping — for specialty items from Japan, Korea, and other partner countries that we ship direct to you.
Each product page clearly indicates which route applies. If your order combines items from both routes, you may receive multiple parcels at different times — we'll always email you a tracking update for each one.
SECTION 3 — PROCESSING TIME
Orders placed before 2:00 PM (UK time) on a business day are usually processed and packed the same day. Orders placed after 2:00 PM, on weekends, or on UK public holidays will be processed on the next business day.
During sales, new launches, or peak seasons (e.g. Christmas, Black Friday), processing may take an extra 1–2 business days. We'll let you know if there's any delay.
SECTION 4 — DELIVERY TIMES
Estimated delivery times after dispatch:
(a) UK Warehouse items:
Standard delivery 3–5 business days
Express delivery 1–2 business days (where available)
(b) Overseas Direct Shipping (Japan, Korea, and other partner countries):
Standard delivery Approximately 10 business days
Delivery times are estimates only and not guaranteed. Delays can happen due to carrier issues, customs processing, public holidays, severe weather, or other events outside our reasonable control. We are not liable for shipping or delivery delays, although your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain unaffected.
SECTION 5 — SHIPPING COSTS
Shipping costs are calculated at checkout based on your delivery address, the items in your basket, and the shipping route. The full shipping cost will always be shown before you confirm your order.
Free standard UK shipping is available on orders over £39.90 (excluding very heavy or oversized items, where standard shipping rates apply). Where free shipping applies, we'll automatically select the most economical standard option.
Express delivery, if available, is charged at the rate shown at checkout.
SECTION 6 — CARRIERS
We work with trusted UK carriers including Royal Mail, Evri, and DPD for UK warehouse shipments. Overseas direct shipments are handled by our partner couriers and may transfer to Royal Mail or a UK-based carrier once they reach the UK.
You'll receive an email with tracking information once your order ships. If your tracking doesn't update for more than 5 business days, please get in touch and we'll chase it for you.
SECTION 7 — CUSTOMS, DUTIES, AND VAT
(a) UK Warehouse items: prices shown include UK VAT (where applicable). No additional customs or duty charges apply.
(b) Overseas Direct Shipping items: for orders under £135, UK import VAT is already included in the price you pay at checkout — you won't be charged anything extra on delivery. For larger orders, you may be asked by the carrier to pay UK import VAT and/or customs duty before delivery. We will always show the most up-to-date pricing at checkout, and contact you in advance if any additional charges are likely.
SECTION 8 — INCORRECT OR INCOMPLETE ADDRESSES
Please double-check your shipping address at checkout. We are not responsible for orders sent to an incorrect or incomplete address provided by the customer.
If you spot a mistake, email us immediately at support@momopets.co.uk — if your order has not yet been dispatched, we'll do our best to update it. Once an order has shipped, we may not be able to change the address.
If a parcel is returned to us due to an incorrect address or because the recipient failed to collect it from a carrier depot or pick-up point, we will refund the order minus a £4.99 return-handling fee and any non-refundable shipping costs.
SECTION 9 — LOST OR STOLEN PARCELS
If your tracking shows that your parcel has been delivered but you haven't received it, please:
1. Check with your neighbours and household members.
2. Look around your property for a "safe place" delivery (e.g. porch, side gate, recycling bin area).
3. Check your carrier's local depot or pick-up point.
If you still can't find it, please email us within 14 days of the marked delivery date and we'll open an investigation with the carrier. We'll work with you on the best outcome — a replacement, store credit, or a refund — depending on what the carrier confirms.
SECTION 10 — DAMAGED OR FAULTY ITEMS
If your order arrives damaged or faulty, please email us within 7 days of delivery at support@momopets.co.uk with:
- Your order number
- A clear photo of the item and the packaging it arrived in
- A short description of the issue
We'll arrange a replacement, refund, or store credit at no cost to you. Your rights under the Consumer Rights Act 2015 remain fully protected.
SECTION 11 — ORDER CANCELLATIONS
If you change your mind, please contact us as soon as possible. Once an order has been dispatched, we may not be able to cancel it — in that case, please refer to our Refund Policy for return options.
SECTION 12 — CHANGES TO THIS POLICY
We may update this Shipping Policy from time to time to reflect changes in our carriers, services, or applicable law. The latest version will always be available on this page.
SECTION 13 — CONTACT US
Questions, special requests, or shipping concerns? Email us at support@momopets.co.uk.
Trading name: Momo Pets
Company name: Momopets Ltd
Registered address: 66 Paul Street, London, EC2A 4NA, United Kingdom
Company number: 17241854
