FAQ

Frequently Asked Questions (FAQ)

Below you will find answers to the most common questions about shopping with Fable Pets. If you can't find the answer you're looking for, our customer support team is always happy to help.

Orders

How do I place an order?

Simply browse our website, select the items you'd like, add them to your basket, and proceed through our secure checkout process. You can place an order as a guest or with an account.

Can I change or cancel my order?

If your order hasn't been processed or dispatched yet, please contact us as soon as possible and we will do our best to help. Once an order has been dispatched, changes or cancellations may no longer be possible.

Shipping & Delivery

Where do you ship from?

All orders are processed and dispatched from our UK-based operations.

How long does delivery take?

Delivery times depend on the shipping option you choose at checkout:
  • Economy Shipping: 5 to 8 business days — Free
  • Standard Shipping: 3 to 4 business days — £15
Delivery times are estimates and may vary during busy periods or due to courier delays beyond our control.

Will I receive tracking information?

Yes — where tracking is available, you will receive a confirmation email with tracking details once your order has been dispatched.

Returns & Refunds

What is your return policy?

You have 30 days from the date of delivery to request a return. Items must be unused, in their original condition, and returned in original packaging where possible.

How do I request a return?

Please contact us with your order number and details of the item you wish to return. Once your request is approved, we will provide you with return instructions.

When will I receive my refund?

Refunds are processed after your returned items have been received and inspected. Processing times may vary depending on your bank or payment provider — please allow several business days for the refund to appear in your account.

Payments & Billing

What payment methods do you accept?

We accept a wide range of secure payment methods at checkout, including:
  • Visa and Mastercard (credit & debit)
  • American Express
  • Apple Pay and Google Pay
  • Shop Pay
  • Maestro, Diners Club, Discover, and UnionPay

Is my payment information secure?

Absolutely. All payments are processed securely through trusted third-party payment providers. We never store or have access to your full payment card details.

Products

Are product images accurate?

We do our best to display product images as accurately as possible. However, colours and appearance may vary slightly depending on your screen or device settings.

Are all items in stock?

Product availability is shown on each product page and is updated regularly. If an item you ordered becomes unavailable, we will contact you as soon as possible.

Account & Support

Do I need an account to place an order?

No — you can complete checkout as a guest. However, creating an account allows you to track your orders, view your order history, and enjoy a faster checkout experience.

How can I contact customer support?

You can reach our friendly support team at:
Registered address: Fable Pets 10 Downing St London SW1A 2AA United Kingdom
Phone: +44 7865 643813
Email: contact@fablepets.co.uk
Website: fablepets.co.uk
Opening hours: Monday to Saturday: 8:30 AM – 9:00 PM | Sunday: 8:30 AM – 12:30 AM