Frank & Jellys – returning your order

We stand by our products and the value they bring having tried and tested them first before recommending them to dog owners and adding them to our online shop. We recognise however that sometimes a product doesn’t match your wants and needs which is why we offer a 14 day no questions asked refund policy providing items are returned in the way which they were sent to you unless of course, they are faulty.

Our aim is for you always to feel valued and understood which is why if at any time you are unhappy with the way in which your return or refunds process has been handled please email with details of your complaint but only after you have been you been through the formal refund process first, please.

  1. Changes or Cancel Your Order
  2. Tracking Orders
  3. Returns and Refund Policy
  4. Exchanges
  5. Packaging Your Returns
  6. Returns Address
  7. Christmas Returns Period
  8. Replacement Guarantee Goods
  9. Faulty Goods
  10. International Orders- Prohibited Items & Taxes
  11. Covid-19

Changes or Cancel Your Order

Unfortunately, we are unable to make changes to an order once it has been placed.

Tracking Orders

Once your order leaves our warehouse you will receive an email confirmation that your order has completed and is on route.

Please be aware of following of the following timescales for delivery

Standard – Please allow up to 4 working days for delivery after dispatch

Standard Tracked – Please allow up to 2 working days after dispatch. An email with your tracking number will be sent to you via email.

RM 24 – Please allow one working day after dispatch. Excludes Northern Ireland.

International – Please allow up to 10 working days after dispatch.


Orders placed before 12:00 Monday-Friday (exc Public Holidays) will be dispatched the same day where possible. This is subject to availability and is not a guarantee. During peak periods this may not always be posisble but we will try our best to dispatch as soon as possible. 


Additional Delivery Information

Mainland UK: In the event that you do not receive your items within the expected timescales please visit your local sorting office in the first instance as sometimes missed delivery cards are missed within your usual post or in the past we have known of cards not having been left. All of our orders under 2kg are sent using the Royal Mail service.

After having visited your local sorting office if your item is still to arrive please email us at so we can assess your issues and try and help you locate your items or investigate the error. Our customer service centre operates between 09:00 -17:00 Monday- Friday (excluding bank holidays and we aim to respond to your email within two working days.

Please ensure to add a contact telephone number and your order number as we may choose to call to help deal with your issue as quickly as possible to ensure the level of service we feel you deserve.

If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location.

Please note that the Nikki’s Nestie range are handmade to your specification and dispatched directly from the supplier.

However, if your order is obviously incomplete, over-delivered or damaged, please email us as per the address above ideally with a photograph also with details so we can address your issue as quickly as possible. Our warehouse works with high-quality controls and if we send you the wrong item we will, of course, fix this for you at no cost to yourself.

If you do not collect a missed delivery Royal Mail will hold your item for 18 working days before returning to the sender. Should your item be returned to us as a result of not having been collected from your local mail depot you we reserve the right to request additional payment to resend. Refund payments as a result of items not collected within the required time frame will exclude the postage cost.

We will not be able to process any refunds for items believed to be lost until the return to sender time from Royal Mail has lapsed. This doesn’t affect your statutory rights. 

Returns & Refunds Policy

Excludes handmade and personalised items and all returns must be in a resellable condition including packaging. 30 days from date of order.

We want to make sure that the returns and refund process is as pain-free as possible which is why we offer a no questions asked refund policy. This is providing that the items are returned to us in a re-sellable state.

For health supplements this means unopened, toys not played with or sign of teeth indents and for coats and clothing signs that the items have not been worn other than tried on to make sure they fit. This includes all packaging which must be fully returned undamaged.

Please note: A refund of the initial and return delivery charge will only be given in the instance of incorrect, damaged or faulty goods.

In the event that the items, individual packaging has been damaged such that it cannot be sold we would only be able to offer a partial refund.

This will include an administrative cost of £5 to repackage the goods. This does not affect your statutory rights. Please read our Terms and Conditions for more information.

Please note that orders for Nikki’s Nestie Beds are handmade to order and therefore cannot be returned unless faulty.

Upon receiving your items our warehouse will assess the condition of the returns and you will receive an email advising that our review is underway.

An email will be sent to you once we have been able to match your returns with your order. Please allow 3 working days for this. In the event that a full refund is approved an email will be sent after which your refund will be processed via the route in which you purchased so either via the purchasing card or PayPal or Klarna.

A full refund if agreed will take between 3-5 working days to show on your bank or PayPal statements at the point it is agreed.


Unfortunately, we are unable to offer exchanges to items. This is because we unable to reserve stock and your replacement item may not be available at the time we receive your returned item.

As a result, we recommending placing another order whilst your item is in transit to avoid disappointment.

Your returned item will be refunded subject to the terms and conditions detailed above and below within 3 working days.

Packaging & Sending Your Return

Your items remain your responsibility until they are received into our warehouse. Please consider this when packaging your returns. Items significantly damaged will be refused by our warehouse and returned to the sender. We recommend but do not insist upon tracking your return, however, we cannot be held responsible for items that go missing in transit. It is at the point that it reaches our warehouse that the item becomes our responsibility.

Please include returns slip with your order that clearly states the name under which the order was placed, contact details, your order number and the reason for returning. Failure to do so will result in delays to your order return being processed.

Please click here to print off returns slip: Returns Slip 

Returns Address

In the unlikely event that you wish you to return an item, you will need to send it to the following address. Alongside your item(s) you will need to include a slip detailing your name, contact email and telephone, order number, postcode and reason for return.We recommend printing this information as miss spelling or illegible handwriting could result in delays in the returns or refund process beginning.Frank and Jellys ReturnsJEM HouseLittle Mead Industrial Estate,Alfold Road,CranleighGU6 8ND

Christmas Period

It’s lovely that you should want to buy your fellow dog owner a gift for Christmas that will make their lives easier and that will be enjoyed. Thank you for sharing our items with them. We understand that a 14-day refund or returns policy would not be suitable and as a result, we will extend the refund and returns period from 1st December – 10th January every year. In the event that the 10th January falls on a weekend the closure date for returns will fall on the next working day.

Replacement Guarantee Goods

Some of our toys come with a replacement guarantee which is provided to us by the manufacturer. This does not include a refund. In the extremely unlikely event that one of these items is damaged please contact

Please do not throw the items away before speaking to our customer services team as this may void your replacement being sent. But of course, we do not recommend giving your dog this item to continue using during this period.

Westpaw One Time Replacement Guarantee: For more information and instructions on how to claim your Westpaw replacement please click here

Faulty Goods

Whilst we hope that you never have to experience a faulty item we do understand that circumstances like this do happen from time and we want to put it right as quickly as possible to ensure a positive experience.As a result, faulty claims carry the same process as our refunds and returns as per section 3 of the above. Customers are responsible for returning the goods to Frank and Jellys and to provide a receipt of the postage costs which of course will be reimbursed in full upon receipt of the item.

Under the Consumer Rights Act, you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described and get a full refund.

But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you – whichever is later).

After the initial 30 days, a refund is not entitled in the first instance, but you still have the right to a repair or replacement – including electrical faulty goods

International Orders – Prohibited Goods / Taxes & Levys

International Orders: Please check with your country’s customs office regarding the import of the products you wish to order. As the buyer, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees, and other duties. You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase. If an order is refused delivery by customs due to unauthorized ingredients or contents, Frank and Jellys ltd is not responsible for any losses or costs incurred by you, the customer. You are solely responsible for any taxes, duties, levies, fees, and/or any other expenses related to importing the products you order. If the shipment is abandoned or discarded by customs, you will not receive a refund or credit of any kind.


Due to the global pandemic of covid-19 there are addition pressures being placed on our postal service and our team to dispatch items. As a result of the large volume of orders being shipped and to avoid unecessary pressures on staff we all of our items will be issued using a tracked service. We ask that customer utilise the royal mail online tracked services in advance of contacting our customer services team. Please be kind to your post man and key workers during this period as parcels may take longer to arrive than anticipated.

In times of high demand on the postal services Royal Mail may be unable to update tracking information in real time and there may be delays in tracking updates outside of our control. 

Please refer to the Royal Mail website for updates: 

As per the pargraph above under additional information we will unable to cancel/ refund any items once in transit.