AWARD WINNING SERVICE

FAQs

 

Will I get confirmation of my order?

As soon as we receive your order, we'll send out a confirmation to your email address. This just means we've received your order in our system and we've pre-authorised your payment method, ready for your purchase.

 


I placed my order but did not receive a confirmation email. Why?

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

  1. Our emails might be going to your junk or spam folder

  2. There might have been a misspelling when you entered your email address during checkout

  3. Your email server has very strong spam filters and is identifying our emails as spam, so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to info@silvercirclepets.co.uk

 

Do you have a contact number?


No, we do not.
However, you can still speak to a real human via our live chat or email.
Should you contact us via email, we guarantee a written response within 24 hours.

As an e-commerce business, we primarily focus on providing efficient and timely customer support through email, live chat, and online contact forms. By using these channels that align with our business model, we can ensure quick and accurate responses to inquiries while maintaining thorough records of customer interactions.

We have found that this approach offers the convenience of written communication, ensuring quick and accurate responses that can be easily referenced by both parties.

Rest assured, our dedicated support team is readily available to assist you through our digital channels, ensuring a seamless and satisfactory customer experience.

 


Pre-Order

Sometimes our items are available for pre-order. In order to find the delivery date or release date, please contact us.

 

Do your replacement parts fit other manufacturers’ products?

Unfortunately, they do not. The replacement parts we sell are specifically designed to fit only the strollers or trailers manufactured by the respective brands we offer, such as InnoPet & Ibiyaya. We wouldn’t want to cause any inconvenience or disappointment by sending you parts that will not fit your specific stroller or trailer. Replacement parts for brands such as PawHut do not exist.

 


Do you offer Defence Discount? 

Absolutely, we do! 
Please log in to your Defence Discount portal for our latest offer. 

 

What happens after I receive my order confirmation?

We check with our warehouse or suppliers to make sure that your item(s) are available and can be dispatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.
In the event that your item(s) are unavailable for immediate dispatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

 

Why do you need my phone number?

For some of our deliveries, our couriers require a contact number to ensure smooth delivery of your order. We won't give it to anyone else; it’s kept private and confidential. Plus, if there are any issues with your order, we can contact you quickly and easily.

 

Is it safe to buy online through your website?

Absolutely! www.silvercirclepets.co.uk strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology, so you never have to worry about credit card safety. We also offer secure payment methods such as Visa, Apple Pay, Klarna and PayPal.

 

Do you offer express delivery?

Yes, we do, as standard. Most items are dispatched within 48 hours, and from within the U.K.

However, we work with various different European warehouses and suppliers to fulfill some orders, such as Ibiyaya. While this setup allows us to offer a wide range of products, it also means that our inventory is spread across different locations. As a result, providing express delivery, at times, becomes challenging. For a more accurate delivery time, please contact us, we’d be more than happy to help.

 

Where do you deliver?

We deliver to the United Kingdom only.

Please Note: There may be additional charges for 'offshore domestic regions': the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.

 

Do you deliver outside of the United Kingdom?

No, sorry, currently we only deliver within the United Kingdom.


 

How long does it typically take for your products to be dispatched?


Usually within 48 hours of processing your order but it can vary for different suppliers.

 

How long does it typically take for my purchase to arrive once it’s dispatched?


Usually 2-7 business days, however, some items can take longer. 



Can my order be delivered to a PO box?


Unfortunately not, we cannot deliver to PO Boxes.

 

Something does not work as it should on your site, what should I do?


In the event you experience any technical difficulties, please don't hesitate to contact us on:
info@silvercirclepets.co.uk

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