Frequently Asked Questions – Dog's Lounge


Free Goodies

Is your basket over £50? We will add a random bag of Goodie treats to your order, you don't have to do anything! Do you have a preference? Let us know by adding a note in the Order Notes section in your basket or email us after placing the order. It's that simple!


Despite the ongoing situation, we’re doing our best to fulfil and send your orders every day. If you place your order before 1.30pm, it’ll be dispatched on the same working day. Orders placed after 1.30pm will be dispatched on the next working day. 

All our orders are send using the Royal Mail service. As they’re experiencing staff shortages there may be some delays caused by that. Unfortunately, this is outside of our control. Please allow for a few extra days if you’re experiencing a delay with your order.

Thank you for your patience and cooperation.

As soon as you place your order, we work on the dispatch process as quickly as possible, so if you decide you want to amend your order please email us at and we will try to accommodate your request where possible. However, please note that once the order has been dispatched we will not be able to make any amendments to it, so if you no longer want your item or would like to exchange for something different, please return it to us in the original and unopened state.

Please contact us at as soon as you can and if the order hasn’t been shipped yet, we’ll do our best to amend it for you.

Unfortunately, we don’t offer the same day delivery. We’ll be looking into it in the future though, so please check again in a few months.

– 1st Class RM – 1–2 Business Days – if ordered before 2.30pm Monday–Friday your order will be dispatched on the same day. Orders placed after 2.30pm will be dispatched next day – £2.15 (large letter), £4.05 (small parcel).

*COVID-19 Update – During the pandemic, the Royal Mail have been experiencing several delays, and even though the 1st Class service is still being advertised as 1–2 day delivery, some customers have been experiencing longer waiting times. This is outside our control, unfortunately.

– 2nd Class RM – 2–3 Business Days – if ordered before 2.30pm Monday–Friday your order will be dispatched on the same day. Orders placed after 2.30pm will be dispatched next day – £1.80 (large letter), £3.10 (small parcel), or free when you spend £30 or over.

Once you spend £30 or more you will be able to choose free shipping during checkout. Your parcel will be shipped with 2nd Class Royal Mail service. Please note, this option is available for UK customers only.


We accept payment from all major debit or credit cards – American Express, VISA, MasterCard, as well as payments made by PayPal.

Yes we do! To buy one of our e-gift cards, please click here. Please note. If you buy one of our e-gift cards, this is only valid to use on our website and will be sent to you electronically via email.

No, you can only use one promotional discount in each individual order.

Oh no! Please try an alternative payment method or contact us at and one of our customer service representatives will help you as soon as they can!


Please visit our Return Policy page for more information.

Postage costs will only be refunded if your product is damaged or faulty.

Unfortunately, we are unable to refund the difference between the original price and the sale price.

Woofs Club

This is our way of showing our appreciation. You’ll earn woofs (points) for activities on our site, like referrals and purchases. You can use them to earn discounts on purchases, so the more you collect the more you save.

Anyone with an account is automatically enrolled.

You can earn woofs for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn woofs log in to your account and click on the Woofs Club tab in My Account section.

Once in the Woofs Club tab, scroll down to the Rewards section. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward. You can also watch a tutorial video called 'Claim a Reward' on our support page.

No. Go ahead and earn as many as you can!

ApprovedThese points can be redeemed on rewards immediately
Pending – These points need to be verified before you can redeem them. This typically applies to purchases and referrals
Cancelled – These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

Your pending woofs will become cancelled and will be removed from your account.

You, or someone you referred, cancelled or returned a purchase.

It can sometimes take a few minutes for us to process your activity and provide your points. Some activities, such as a purchase, have a time trigger and will be available after a certain amount of days.

Not directly - please redeem your woofs for a voucher first. This can then be applied during checkout. Simply log in to your account, redeem your woofs for a voucher, copy the code and go back to the checkout. Paste your voucher and click Apply.

If you no longer wish to earn woofs, please contact us and ask to be unenrolled. We’ll un-enroll you and you will lose any points you have accrued.

Just contact us and we’ll re-enroll you. However, your point total will begin from zero.

Please keep in mind, most of the codes are available for one purchase only, so you can't apply the voucher to a subscription type order. If that's not the case, please get in touch so that we can look into it for you by contacting us at

Please email us at

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