Frequently Asked Questions
Last updated: 18 June 2026
Have a question before placing an order for your pet? Wondering when your package arrives? Want to know how returns work? You'll find answers to the most common questions below. If yours isn't here, drop us a message — we're just an email away.
1. How can I contact customer service?
Our team is reachable by email at support@shopllo.com, by phone at +44 7455 683320, or via our Contact page. We respond within 24 hours Monday to Friday. Messages received on weekends will be answered the following Monday.
2. Where do you ship?
We currently ship exclusively to addresses within the United Kingdom.
3. How much does shipping cost?
Nothing. Shipping is free on all orders, with no minimum order value required.
4. How long will my order take to arrive?
The daily order cut-off time is 5:00 PM (GMT). Orders placed after this time will begin processing the next working day. Order preparation takes 1 to 4 working days (Mon–Fri). Transit takes 6 to 12 working days (Mon–Fri). Total estimated delivery time is 7 to 16 working days.
For full details, see our Shipping Policy.
5. Are my payment details secure?
Yes, and not just in words. The entire site operates with SSL encryption on every page. Payments are processed through trusted gateways compliant with the PCI-DSS standard. Your card details are tokenised by our certified partners, and we never store them on our servers.
6. Which payment methods do you accept?
At checkout, you can pay with Visa, Mastercard, American Express, JCB, Discover, Diners Club, as well as Apple Pay and Google Pay. All transactions are processed in British Pounds (GBP £) with VAT included.
7. Where can I find your full policies?
You'll find them all here: Shipping Policy, Refund & Return Policy, Privacy Policy, Terms of Service, and Billing Terms & Conditions.
8. My order is late. Where is it?
In the vast majority of cases, orders arrive within the estimated timeframe. Occasionally, a parcel may experience delays due to carrier volumes, weather conditions, or other factors beyond our control.
You can always check the status of your order from our Track Your Order page.
If 7 working days have passed beyond the expected delivery date and your parcel hasn't arrived, please email us at support@shopllo.com. We'll immediately open an investigation with the carrier and resolve the situation.
9. How long do I have to request a refund?
You have 30 days from the day you receive your order to request a return. We accept returns for both defective and non-defective products, with no restocking fees. Once your returned item is received, the refund is processed within 7 days to your original payment method.
See our complete Refund & Return Policy for full details.
10. Can I exchange a product for a different size or colour?
Yes. Exchanges are accepted for a different size, colour, or product, subject to availability. To request an exchange, email us at support@shopllo.com with your order number. We respond within 24 hours with full instructions.
11. Can I cancel my order?
Yes, free of charge, within 24 hours of purchase, provided the order hasn't yet left our warehouse. Email us as soon as possible at support@shopllo.com with your order number.
If the parcel has already been dispatched, you can either refuse the delivery or use the standard return procedure once you receive it.
12. Are your products safe for my pet?
Your pet's safety matters to us. All products in our catalogue are carefully selected from trusted suppliers. We work only with suppliers whose materials and ingredients comply with UK safety standards for pet products. If you have a specific question about a product's ingredients, materials, or suitability for your pet, contact us at support@shopllo.com and we'll be happy to help.
13. What if my pet doesn't like the product?
We understand that every pet is different. If your pet doesn't take to a product, you can return it within 30 days as long as it meets our return conditions (unused, in original packaging). For consumable items (food, treats), please contact us first at support@shopllo.com and we'll guide you through your options.
14. Do you have a physical store?
No, Shopllo is an exclusively online store. This choice allows us to offer competitive prices and serve our customers across the United Kingdom efficiently.
Contact
Email: support@shopllo.com
Phone: +44 7455 683320
Address: 21 Mount St, New Basford, Nottingham NG7 7HX, United Kingdom
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
Weekend messages will be answered the following Monday.