01651 821979 woof@milliespaws.com Mon-Sat: 09:00-17:00, Thurs: 09:00-19:00, Sun: 11.00-16.00

Delivery & Returns Policy

These terms and conditions apply to orders made on the Millie’s Paws website and are effective from 22nd June 2016 until further notice.

Millie’s Paws Ltd currently only deliver to the UK.  Please note products that are frozen are only available in-store however they can be reserved using our click and collect system. We will process your order within two working days of receipt of cleared funds, if ordered before 3pm on a weekday.  We use Royal Mail, DHL and Hermes for our UK deliveries and this can take from one to five working days* for arrival from date of courier collection.  Please note all of our deliveries (excluding cards and keyring only deliveries – UK) require a signature and all prices quoted below are inclusive of VAT. (*working days may exclude weekends and local bank holidays depending on courier.)

In the unlikely event that any of the products are not in stock, delivery may be delayed. In this instance, we will keep you informed via email of the progress of your order.

Deliveries up to 100g by Royal Mail

£2.46 for greetings cards and key ring only orders for first class large letter standard post (can take 1-2 working days from date of postage. Please note working days may exclude weekends and local bank holidays depending on courier).

*UK addresses at the following postcodes may take a little longer than the specified delivery times above:

Zone B: AB1-AB16, AB21-AB25, AB30, AB39, DD, DG, EH, FK, G, KA (except KA27 & KA28), KY, ML, PA1-PA19, PH1-PH3 & TD.

Zone C: AB31-AB38, AB40-AB56, IV1-IV28, IV30-IV32, IV36, IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, BT (Northern Ireland)

Zone D: HS, IV41-IV49, IV51, IV55-IV56, KA27-KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE, IM, GY,JE

Please note Royal Mail policy is that items sent by 1st Class and Signed For are not classed lost until 15 working days after the due date.  This is for your information only and please do not hesitate to contact us should your order not arrive when expected.

Deliveries by GA (Millie’s Paws Own Brand)

Orders will be sent directly from the manufacturer GA Pet Food Partners via DPD. (can take 1-2 working days from date of courier collection. Please note working days may exclude weekends and local bank holidays depending on courier).

Zone A – 0-27kg – £5.99 , 27.01-54kg – £11.98, 54.01-81kg – £17.96

Zone C – 0-27kg – £15.59 , 27.01-54kg – £25.18, 54.01-81kg – £34.77

Deliveries by Hermes

(can take 3-5 working days from date of courier collection. Please note working days may exclude weekends and local bank holidays depending on courier).

£4.75 up to 1kg.

£6.11 between 1.01kg-2kg.

£8.36 between 2.01kg-5kg.

£9.05 between 5.01kg-10kg.

£11.36 between 10.01kg-15kg.

We offer the opportunity for you to purchase additional insurance in case your parcel goes missing during transit. Please note if you do not purchase this option we can only refund the delivery charge and £20 (default value) towards the price of your product(s) as we can only recover these amounts from Hermes. We can not accept liability for any additional cost that has not been insured and for any parcels lost in transit by Hermes.

Deliveries by DHL

(can take 1-2 working days from date of courier collection. Please note working days may exclude weekends and local bank holidays depending on courier).

Bag-It Service (Zone A & B Only):

£6.43 Small up to 1kg

£6.55 Medium up to 2kg

£6.68 Large up to 5kg

£6.80 X-Large up to 10kg

Parcel Service:

Zone A & B – £8.81 up to 20kg (32p per kilo there after up to 49kg)

Zone C – £12.57 up to 20kg (£1.01 per kilo there after up to 49kg)

Zone D – £22.72 up to 20kg (£1.55 per kilo there after up to 49kg)

Zone A: AB*, DD*, DG*, EH*, FK*, G*, KY*, ML*, TD*, KA1*, KA2*, KA3*, KA4*, KA5*, KA6*, KA7*, KA8*, KA9*, KA10*, KA11*, KA12*, KA13*, KA14*, KA15*, KA16*, KA17*, KA18*, KA19*, KA20*, KA21*, KA22*, KA23*, KA24*, KA25*, KA26*, KA27*, KA30*, PA1*, PA2*, PA3*, PA4*, PA5*, PA6*, PA7*, PA8*, PA9*, PA10*, PA11*, PA12*, PA13*, PA14*, PA15*, PA16*, PA17*, PA18*, PA19*, PA21*, PA22*, PA23*, PA24*, PA25*, PA26*, PA27*, PA28*, PA29*, PA30*, PA31*, PA32*, PA33*, PA34*, PA35*, PA36*, PA37*, PA38*, PA39*, PA40*, PA50*, PA51*, PA52*, PA53*, PA54*, PA55*, PA56*, PA57*, PA58*, PA59*, PA79*, PA80*, PH1*, PH2*, PH3*, PH4*, PH5*, PH6*, PH7*, PH8*, PH9*, PH10*, PH11*, PH12*, PH13*, PH14*, PH15*, PH16*, PH17*, PH18*, PH19*, PH20*, PH21*, PH22*, PH23*, PH24*, PH25*, PH26*, PH27*, PH28*, PH29*, PH30*, PH31*, PH32*, PH45*, PH46*, PH47*, PH48*, PH49*, PH50*

Zone B: AL*, B*, BA*, BB*, BD*, BH*, BL*, BN*, BR*, BS*, CA*, CB*, CF*, CH*, CM*, CO*, CR*, CT*, CV*, CW*, DA*, DE*, DH*, DL*, DN*, DT*, DY*, E*, EC*, EN*, EX*, FY*, GL*, GU*, HA*, HD*, HG*, HP*, HR*, HU*, HX*, IG*, IP*, KT*, KW*, L*, LA*, LD*, LE*, LL*, LN*, LS*, LU*, M*, ME*, MK*, ML*, N*, NE*, NG*, NN*, NP*, NR*, NW*, OL*, OX*, PE*, PL*, PO*, PR*, RG*, RH*, RM*, S*, SA*, SE*, SG*, SK*, SL*, SM*, SN*, SO*, SP*, SR*, SS*, ST*, SW*, SY*, TA*, TF*, TN*, TQ*, TR*, TS*, TW*, UB*, W*, WA*, WC*, WD*, WF*, WN*, WR*, WS*, WV*, YO*

Zone C: IV1*, IV2*, IV3*, IV4*, IV5*, IV6*, IV7*, IV8*, IV9*, IV10*, IV11*, IV12*, IV13*, IV14*, IV15*, IV16*, IV17*, IV18*, IV19*, IV20*, IV21*, IV22*, IV23*, IV24*, IV25*, IV26*, IV27*, IV28*, *, IV29*, IV30*, IV31*, IV32*, IV33*, IV34*, IV35*, IV36*, IV37*, IV38*, IV39*, IV40*, IV50*, IV52*, IV53*, IV54*, IV57*, IV58*, IV59*, IV60*, IV61*, IV62*, IV63*, IV64*, IV65*, IV66*, IV67*, IV68*, IV69*, IV70*, IV71*, IV72*, IV73*, IV74*, IV75*, IV76*, IV77*, IV78*, IV79*, IV80*, KW1*, KW2*, KW3*, KW5*, KW6*, KW7*, KW8*, KW9*, KW10*, KW11*, KW12*, KW13*, KW14*, PH33*, PH34*, PH35*, PH36*, PH37*, PH38*, PH39*, PH40*, PH41*

Zone D: HS*, IV41*, IV42*, IV43*, IV44*, IV45*, IV46*, IV47*, IV48*, IV49*, IV51*, IV55*, IV56*, KA27*, KA28*, KW15*, KW16*, KW17*, PA20*, PA41*, PA42*, PA43*, PA44*, PA45*, PA46*, PA47*, PA48*, PA49*, PA60*, PA61*, PA62*, PA63*, PA64*, PA65*, PA66*, PA67*, PA68*, PA69*, PA70*, PA71*, PA72*, PA73*, PA74*, PA75*, PA76*, PA77*, PA78*, PH42*, PH43*, PH44*, ZE*, IM*, BT*

Home Delivery From the 28th September 2020, when you order online via our website, we will be offering a new home delivery service to a number selected areas on specific weekdays. (See below for delivery schedule information) Please ensure you provide us a minimum of 3 days’ notice to ensure your delivery falls into the next scheduled day for our visit to your area. When you place your order you will receive notification of the next date we are due in your postcode zone. If you are not going to be home on the day of your delivery, your purchase will only be left, if you have provided details of a safe place on the note section during the checkout process. We will not leave any deliveries unless we have this information. Please ensure you provide a contact number in case we have any issues in completing your delivery. Should we be unable to contact you or have not been advised of a safe place your delivery may be returned to our main shop in Rothienorman and scheduled for the next time we are in your area.

Delivery Schedule:

  • Mondays – Insch, Inverurie, Kemnay and Kintore which covers the postcodes AB51 and AB52.
  • Tuesdays – Huntly, Keith, Buckie and Banff which covers the postcodes AB44, AB45, AB54, AB55 and AB56.
  • Wednesdays – No home deliveries available
  • Thursdays – Dyce, Bridge of Don, Ellon and Turriff which covers postcodes AB21, AB22, AB23, AB41 and AB53.
  • Fridays – Aberdeen City and Westhill which covers postcodes AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB24, AB25 and AB32.
  • Saturdays and Sundays – No home deliveries available

(Please note if your postcode does not appear in the above list we do not cover your area at the moment)

Click and collect - RothienormanThis service is available to our local customers, for frozen products and larger (weight/size) items, so please feel free to use it.  Our stock is held in our shop at 9 Fraser Court, Rothienorman, Inverurie, Aberdeenshire, Scotland, AB51 8SD with plenty of parking close to us.  It is advisable to call us on 01651 821979 first to arrange a suitable collection time.

Click and collect - BuckieThis service is available to customers who are unable to travel to our main shop in Rothienorman and covers the postcodes AB38, AB44, AB45, AB55, AB56, IV30, IV31, IV32 and IV36. Collection can be made during normal shop hours from Artisan Giftware, 12 East Church Street, Buckie, AB56 1AE, with plenty of parking nearby. Orders must be placed by Friday of any week for collection from the following Wednesday. (Please note collections of raw food are not available from this location and should you require this option please check our home delivery service to see if we cover your postcode area)

At Millie’s Paws Ltd we want you and your pet to be delighted with our products however should you decide you no longer wish our product you can return it based on the following timescale.  Our returns policy lasts 14 days from the date you receive our goods.  If 14 days have gone by since your receipt of the item, unfortunately we can’t offer you a refund or exchange unless the product is faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  We also recommend you email us to advise us of your planned action.

Several types of goods are exempt from being returned such as food/treats, earrings (due to health reasons), personalised items, customised items, gift cards and sale/clearance items.  To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.  We would like to advise you to obtain a proof of postage when returning your order. You are responsible for your package until we receive it back. We regret to tell you that the cost of the returns postage and insurance is a direct cost to you and cannot be refunded.  This returns policy does not affect your statutory rights.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund (less your original postage charge) will be processed within 14 days of the date of cancellation, and a credit will automatically be applied to your credit card or original method of payment.

Only partial refunds are granted when any item is not in its original condition, is damaged or missing parts for reasons not due to our error.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at woof@milliespaws.com

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at woof@milliespaws.com and send your item to: Millie’s Paws Ltd, 9 Fraser Court, Rothienorman, Inverurie, Aberdeenshire, Scotland, AB51 8SD.

To return your product, you should mail your product to: Millie’s Paws Ltd, 9 Fraser Court, Rothienorman, Inverurie, Aberdeenshire, Scotland, AB51 8SD.

You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of initial delivery will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.

This agreement is governed by Scots law and the exclusive jurisdiction of the Scottish courts will apply to this agreement.

Experiencing problems? Call us on 01651 821979. We are open Monday-Saturday 9am–5pm and Sunday 11am-4pm.