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.

Dispatch & Delivery

Millie’s Paws Ltd currently only deliver to the UK.  Please note products that are frozen or larger in size/weight 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, if ordered before 3pm on a weekday.  We use Royal Mail and Hermes for our UK deliveries and this will usually take up to three working days for arrival.  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.

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.

UK Delivery

Within UK mainland areas, if the total order value is £50 or more, postage and packing is free. If the total order value is less than £50 we will charge a delivery fee based on weight up to a maximum 15kg.  Our charges are as follows;

Deliveries up to 2kg by Royal Mail

£0.70 for greetings cards and key ring only orders for first class standard post (can take 1-2 days),

£3.95 for second class signed for (can take 2-3 days*) up to 2kg,

£4.45 for first class signed for (can take 1-2 days*) up to 1kg,

£6.60 for first class signed for (can take 1-2 days*) between 1.01kg-2kg.

*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 over 2kg by Hermes

£7.80 between 2.01kg-5kg.

£7.80 between 5.01kg-10kg.

£10.30 between 10.01kg-15kg.

Deliveries by GA (Millie’s Paws Own Brand)

Orders will be sent directly from the manufacturer GA Pet Food Partners.

Zone A – 0-30kg – £5.99 , 30.01-60kg – £11.98, 60.01-90kg – £14.97

Zone C – 0-30kg – £15.59 , 30.01-60kg – £25.18, 60.01-90kg – £34.77

Click and collect – This 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.

Channel Islands – Please note it may take a few extra days to arrive at these destinations.


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 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.

Late or missing refunds

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


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 and send your item to: Millie’s Paws Ltd, 9 Fraser Court, Rothienorman, Inverurie, Aberdeenshire, Scotland, AB51 8SD.

Return Delivery

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.

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