Frequently Asked Questions
Answers to common questions about delivery, returns, products, and care.
Delivery
How long does delivery take?
Standard delivery is estimated at 5-10 business days from dispatch. We dispatch orders placed before 2:00 PM on the same working day. Orders placed after 2:00 PM or at the weekend are dispatched the next working day. Please allow 1-2 working days for order processing before dispatch.
How much does delivery cost?
Standard UK delivery is £3.99, with free standard delivery on all orders over £50. All orders ship via Royal Mail Standard Tracked.
Do you deliver outside the UK?
Currently, Polyshe ships within the United Kingdom only. If you are outside the UK and interested in a product, email us at support@polyshe.com.
Will I get a tracking number?
Yes. You will receive a dispatch confirmation email with a tracking link when your order ships. Please allow 24-48 hours for tracking to update after you receive the dispatch email.
My order has not arrived, what should I do?
If your estimated delivery window has passed, first check the tracking link in your dispatch email. If there is a problem with the tracking or the parcel appears lost, email us at support@polyshe.com with your order number and we will investigate with the carrier.
Returns
What is your returns policy?
We accept returns within 30 days of delivery. Items must be unused and in their original packaging. If you are a UK consumer purchasing online, you also have a statutory 14-calendar-day cancellation right under the Consumer Contracts Regulations 2013.
How do I start a return?
Email us at support@polyshe.com with your order number and the reason for the return. We will send you return instructions. Please do not send items back before hearing from us, as returns sent without prior contact may be delayed.
Who pays for return postage?
If the item is faulty, damaged in transit, or incorrect, we cover return postage. For change-of-mind returns, the customer is responsible for return postage costs.
How long does a refund take?
Once we receive and inspect the returned item, refunds are processed within 14 calendar days. The refund will be credited to your original payment method. Please allow an additional 5-10 business days for the credit to appear on your statement.
What if my item arrives damaged or faulty?
Email us at support@polyshe.com within 48 hours of delivery with a photo of the damage and your order number. We will either send a replacement or issue a full refund. Under the Consumer Rights Act 2015, you have a 30-day right to reject faulty goods.
Products and Sizing
How do I choose the right size for a harness?
Each product page includes a sizing guide with chest measurements in centimetres. Measure your dog's chest girth with a soft tape measure at the widest point and compare to the guide. If your dog is between sizes, size up. Our harnesses have four independent adjustment points with a generous range.
Are the products suitable for large breeds?
Yes. The Quilted Memory-Foam Bed in Large is sized for dogs up to 35 kg. The No-Pull Harness in size L fits chest measurements up to 92 cm. Check individual product pages for weight and size specifications.
Are materials food-safe for bowls and feeding products?
Yes. All Polyshe feeding bowls and food-contact accessories use food-grade 304 stainless steel or food-grade silicone. No BPA, no coatings, and no plastic in the food contact zone.
Do you sell products for cats as well as dogs?
Yes. Several Polyshe products are suited to cats: the Quilted Memory-Foam Bed in Small and the Donut Nest Bed; the Wide-Rim Stainless Steel Bowl; and the Grooming Glove. Each product page specifies which species it is designed for.
Are the canvas carrier bag dimensions airline-approved?
The Canvas Pet Carrier Bag has internal dimensions of 40 cm x 25 cm x 25 cm. Always check your airline's specific cabin baggage policy before travelling with a pet, as allowances vary by carrier.
Care
How do I wash the pet beds?
Quilted Memory-Foam Beds: remove the outer cover and machine wash at 40C on a gentle cycle. Air dry or tumble dry on low. The foam base should not be machine washed, spot clean only. The Donut Nest Bed is fully machine washable at 30C on a gentle cycle.
Are the stainless steel bowls dishwasher safe?
Yes. All Polyshe stainless steel bowls are dishwasher safe. The silicone base ring on the Wide-Rim Bowl is also dishwasher safe and can be removed separately if needed.
How do I clean the rope lead?
Hand wash the rope with mild detergent and warm water, then air dry. Do not machine wash or tumble dry. Wipe metal hardware dry after contact with water or salt to maintain the surface finish.
Contact and Orders
How do I track my order?
You will receive a dispatch confirmation email with a tracking link once your order ships. If you did not receive the email, check your spam folder or contact us at support@polyshe.com.
Can I change or cancel my order?
If you contact us at support@polyshe.com before your order has been dispatched, we may be able to make changes or cancel it. Once dispatched, the standard returns process applies. You also have a statutory 14-calendar-day cancellation right for online orders under the Consumer Contracts Regulations 2013.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely via Shopify Payments.
How do I contact Polyshe?
Email: support@polyshe.com, and we respond within one business day. Phone: +44 7537 180436. Hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT).