Frequently Asked Questions

Last Updated: 15 August 2026

Welcome to the JML Pets Frequently Asked Questions page.

Here you can find answers to common questions about ordering from JMLPets.co.uk, delivery, returns, payments, products, and customer support.

If you cannot find the answer you need, please contact us using the details at the bottom of this page.

Orders

How do I place an order?

You can place an order directly through JMLPets.co.uk.

Simply:

1. Browse the products available on our website.

2. Select the product and any available options.

3. Add the item to your basket.

4. Review your basket.

5. Proceed to checkout.

6. Enter your billing and delivery information.

7. Select an available delivery method.

8. Choose your preferred payment method.

9. Review the order details and submit your order.

Please check your delivery address, contact details, selected products, quantities, and payment information carefully before completing checkout.

Will I receive an order confirmation?

After successfully submitting your order, you should receive an order acknowledgement or confirmation using the email address associated with your purchase.

If you do not see the email, please check your spam or junk folder.

An automated order acknowledgement confirms that we have received your order but does not necessarily mean that the order has been formally accepted.

Please see our Terms of Sale and Terms of Service for further information about order acceptance.

Can I change my order after placing it?

If you need to change an order, please contact JML Pets as soon as possible.

We will make reasonable efforts to help if your order has not yet progressed too far through processing.

However, once an order has been prepared for dispatch or handed to the delivery provider, changes may no longer be possible.

Contact us at:

Email: contact@JMLPets.co.uk
Phone: +44 74 4992 4582

Can I cancel an order?

If you would like to cancel your order, please contact us as soon as possible.

If the order has not yet been dispatched, we may be able to stop it before shipment.

If the parcel has already been dispatched, it may no longer be possible to stop the delivery. Any applicable cancellation or return options will then be handled in accordance with our Returns & Refund Policy and Terms of Sale.

Can JML Pets decline or cancel an order?

In some circumstances, we may be unable to accept or complete an order.

Examples may include:

• A product becoming unavailable

• Payment not being authorised

• Delivery being unavailable to the supplied address

• An obvious pricing or product-information error identified before acceptance

• Suspected fraudulent or unauthorised payment activity

• Legal or regulatory restrictions

If money has already been collected for an order that we cannot complete and a refund is due, the appropriate amount will be returned.

Order Processing

How long does JML Pets take to process an order?

Orders are normally processed within:

1–3 business days

Business days are generally Monday to Friday, excluding applicable public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next available business day.

What happens during order processing?

Processing may include:

• Reviewing the order

• Confirming payment

• Checking product availability

• Preparing and packing your products

• Preparing delivery documentation

• Preparing the parcel for dispatch

The order-processing period is separate from the estimated delivery transit time.

Shipping & Delivery

Where does JML Pets ship?

JML Pets currently ships within the United Kingdom, unless another destination is specifically made available through our website or checkout.

Where are orders dispatched from?

Orders are processed and prepared for dispatch in the United Kingdom.

What delivery options are available?

JML Pets currently offers the following delivery options for eligible UK orders:

Economy Shipping

Estimated Transit Time: 5–8 business days after dispatch
Cost: Free

Standard Shipping

Estimated Transit Time: 3–4 business days after dispatch
Cost: £15 GBP

The delivery options available for your particular order may depend on the delivery address, product, parcel size, weight, or other shipping requirements.

Does the delivery estimate include processing time?

No.

The estimated delivery period begins after your order has been dispatched.

You should therefore allow for:

Order Processing: 1–3 business days

plus the estimated transit period for your chosen delivery method.

Are delivery dates guaranteed?

Unless a specific guaranteed delivery arrangement has been expressly offered and agreed, delivery periods are estimates.

Delivery may occasionally take longer because of circumstances such as:

• Courier disruption

• Severe weather

• Public holidays

• Busy seasonal periods

• Transport disruption

• Operational problems outside our reasonable control

For more information, please see our Shipping & Delivery Policy.

Will I receive tracking information?

Where tracking is available for your selected delivery service, tracking information may be sent after your order has been dispatched.

Please allow some time for newly issued tracking information to become active in the courier's system.

What should I do if my order is delayed?

If your estimated delivery period has passed, first check any tracking information provided for your order.

If the tracking information does not resolve the issue, please contact JML Pets.

Provide your order number so that we can identify the shipment and review the available delivery information.

What should I do if tracking says my parcel was delivered but I cannot find it?

First, please check:

• Around the delivery location

• With other members of your household

• With reception or building management, where applicable

• With any person you nominated to accept the delivery

• Any safe-place information supplied by the courier

• Any delivery photograph provided by the courier

If you still cannot locate the parcel, contact us as soon as possible so that we can review the delivery information.

What should I do if my parcel arrives damaged?

Please contact JML Pets as soon as reasonably possible.

We may ask you to provide:

• Your order number

• A description of the problem

• Photographs of the damaged product

• Photographs of the external packaging

• Photographs of the internal packaging where relevant

Please keep the product and packaging while we review the issue where reasonably possible.

What if an item is missing from my delivery?

If an item from your order is missing, please contact us with:

• Your order number

• Your name

• Details of the missing product

We will review the order and available dispatch information.

What if I receive the wrong product?

If you receive a product different from the one you ordered, please contact JML Pets.

Provide your order number and details of the incorrect product.

We may request photographs to help us confirm the issue and arrange an appropriate solution.

Returns & Refunds

What is the JML Pets return policy?

JML Pets offers a 30-day voluntary returns period for eligible products.

The 30-day period begins from the date your order is delivered.

Returns are subject to the conditions explained in our Returns & Refund Policy.

What condition should a returned product be in?

For returns made under our voluntary 30-day change-of-mind policy, eligible products should generally:

• Be unused

• Be in a condition suitable for resale

• Include the original components and accessories

• Be returned in the original packaging where reasonably possible

• Not be damaged, altered, contaminated, or misused

Different rules may apply where a product is faulty, damaged, incorrect, or otherwise covered by applicable consumer rights.

Are all products eligible for a change-of-mind return?

Not necessarily.

Certain products may be excluded where permitted, including particular:

• Personalised or custom-made products

• Rapidly perishable products

• Sealed hygiene-related products once opened

• Products that cannot safely or reasonably be resold after opening

• Gift cards under our voluntary policy

Please review our Returns & Refund Policy for complete information.

How do I request a return?

Please contact JML Pets before sending a product back.

Include:

• Your name

• Order number

• Product you wish to return

• Reason for the return

• Details of any fault or damage, if applicable

Contact:

Email: contact@JMLPets.co.uk
Phone: +44 74 4992 4582

We will provide the appropriate return instructions.

Do I have to pay for return shipping?

For an eligible voluntary change-of-mind return, you may normally be responsible for the direct cost of returning the product where applicable.

Different arrangements may apply when a product is faulty, damaged, incorrect, or misdescribed.

Please review our Returns & Refund Policy for the conditions that apply to your return.

How will I receive my refund?

Where a refund is approved, it will normally be issued to the same payment method used for the original transaction unless another method is appropriate.

After we issue the refund, your bank or payment provider may require additional processing time before the money appears in your account.

What should I do if my refund has not arrived?

If JML Pets has confirmed that your refund has been issued but you cannot see it:

1. Check the account used for the original payment.

2. Allow for your payment provider's processing period.

3. Contact your bank, card issuer, or payment provider if necessary.

4. Contact JML Pets if the refund still cannot be located.

Payments & Billing

What payment methods does JML Pets accept?

For eligible orders, JML Pets currently accepts the following payment methods where available at checkout:

• American Express

• Apple Pay

• Diners Club

• Discover

• Google Pay

• Klarna

• Maestro

• Mastercard

• Shop Pay

• UnionPay

• Visa

The exact options available for your transaction will be displayed during checkout.

What currency do you use?

Unless clearly stated otherwise, prices on JMLPets.co.uk are displayed and transactions are processed in:

Pounds Sterling (GBP / £)

If your card or payment account uses a different currency, your bank or payment provider may perform a currency conversion and may apply its own charges.

Is my payment information secure?

Payments are processed using trusted third-party payment services.

Depending on the payment method you select, your payment information may be handled directly by your:

• Bank

• Card issuer

• Digital wallet provider

• Payment gateway

• Buy-now-pay-later provider

• Other payment service provider

JML Pets does not itself store or have access to your complete payment card details where those details are processed directly by the relevant payment provider.

For your security, never send us your complete card number, card security code, online banking password, or digital wallet password by ordinary email.

What should I do if my payment is declined?

If your payment is declined, you can:

• Check that your payment information is correct

• Confirm that your card has not expired

• Complete any authentication requested by your bank

• Try another payment option available at checkout

• Contact your bank or payment provider

JML Pets may not receive detailed information explaining why an independent payment provider has declined a transaction.

Can I pay using Klarna?

Where Klarna appears as an available payment option during checkout, you may select it for an eligible transaction.

Klarna may apply its own eligibility requirements, payment conditions, privacy practices, and approval procedures.

The availability of Klarna for one transaction does not guarantee that it will be available for every customer or order.

Why is a payment showing as pending?

Your bank or payment provider may temporarily place an authorisation hold on your account during the ordering process.

A pending payment does not necessarily mean that the transaction has been fully collected or that the order has been accepted.

If the transaction is not completed, your payment provider may release the authorisation automatically according to its own processing timetable.

Products

Are product photographs accurate?

We make reasonable efforts to present products accurately on JMLPets.co.uk.

However, minor differences may occur because of:

• Screen settings

• Device displays

• Lighting

• Manufacturer packaging updates

• Minor product presentation changes

Please read the complete product description before ordering.

Are accessories shown in product photographs included?

Only items specifically identified as being included in the product description form part of the product purchase.

Photographs may occasionally contain props, accessories, or other items for presentation purposes.

Are all products shown on JMLPets.co.uk in stock?

Product availability can change.

We aim to keep availability information reasonably current, but products can occasionally become unavailable because of:

• Unexpected demand

• Inventory discrepancies

• Supplier problems

• Damaged stock

• Product discontinuation

Adding an item to your basket does not necessarily reserve it.

What happens if a product becomes unavailable after I order?

If we cannot supply a product before accepting the order, we may decline the affected product or order.

If payment has already been collected and a refund is due, the appropriate amount will be returned.

How do I know whether a product is suitable for my pet?

Please review all available product information before purchase and use, including any:

• Ingredients

• Sizing information

• Feeding instructions

• Age recommendations

• Safety warnings

• Allergen information

• Manufacturer directions

If your pet has a medical condition, allergy, special dietary requirement, ongoing treatment, or other health concern, seek appropriate veterinary advice where necessary.

General product information on JMLPets.co.uk is not intended to replace professional veterinary diagnosis or treatment.

Accounts

Do I need an account to place an order?

Where guest checkout is available on JMLPets.co.uk, you can complete an order without creating a customer account.

If customer account functionality is available, creating an account may provide additional conveniences such as easier access to certain order or customer information.

The options shown on the website and during checkout will determine what is currently available.

What should I do if I cannot access my account?

If customer accounts are available and you cannot access yours, use the password recovery or account assistance options displayed on JMLPets.co.uk.

If you still need assistance, please contact us.

For security reasons, we may need to verify relevant information before making changes to an account.

Privacy & Cookies

How does JML Pets use my personal information?

Our Privacy Policy explains how JML Pets may collect, use, store, protect, and share personal information.

It also provides information about applicable data protection rights and how to contact us about privacy matters.

Does JMLPets.co.uk use cookies?

JMLPets.co.uk may use cookies and similar technologies to support purposes such as:

• Essential website operation

• Security

• Shopping basket functionality

• User preferences

• Analytics where applicable

• Marketing where applicable

For complete information and available choices, please review our Cookie Policy and any cookie preference controls available on the website.

Customer Support

How can I contact JML Pets?

You can contact us using the following details:

JML Pets
Operated by: Maxence Hermange

Unit 12 Dodds Ln
Gwersyllt, centre LL11 4NT
United Kingdom

Phone: +44 74 4992 4582
Email: contact@JMLPets.co.uk
Website: JMLPets.co.uk

What are your opening hours?

Our current opening hours are:

Monday – Wednesday: 10:00 AM – 4:00 PM
Thursday – Saturday: 10:00 AM – 5:00 PM
Sunday: 10:00 AM – 4:00 PM

Messages received outside these hours may be reviewed during the next available opening period.

Additional Information

Where can I find your full store policies?

For more detailed information, please review the relevant JML Pets policies available on JMLPets.co.uk:

• Terms of Service

• Terms of Sale

• Returns & Refund Policy

• Shipping & Delivery Policy

• Payment & Billing Policy

• Billing Terms & Conditions

• Privacy Policy

• Cookie Policy

• Legal Notice

• Copyright & DMCA Policy

These policies provide more detailed information than this FAQ and should be referred to where you need the complete terms applicable to your order.

Still need help?

If you cannot find the answer to your question, please contact JML Pets.

For order-related enquiries, including your order number will help us identify your purchase more efficiently.

Email: contact@JMLPets.co.uk
Phone: +44 74 4992 4582