FAQs
Orders & Shipping
Do you ship outside the United Kingdom?
No. At the moment we deliver only to UK residential and business addresses.
How much does shipping cost?
Delivery is completely free, no matter your postcode or basket size.
How long will my order take to arrive?
We pick and pack within 1 to 2 business days, then hand parcels to Royal Mail or another trusted UK courier. Transit takes 4 to 6 business days, so most customers receive their order within 5 to 8 business days of purchase.
Will I get tracking information?
Yes. The moment your parcel leaves our London fulfilment centre you’ll receive an email with a live tracking link. Please allow up to 24 hours for the carrier to update its system.
My parcel shows “delivered” but I can’t find it—what now?
First, check safe places and ask Neighbour's. If it’s still missing, email help@pupporia.co.uk with your order number. We’ll open an investigation and update you within one business day.
Returns & Refunds
What is your return window?
You have 30 days from the delivery date to send any item back for a full refund.
Do I pay return postage?
No. Returns are free. Email us for a prepaid label and post the parcel within seven days of receiving it.
How do I start a return?
Email help@pupporia.co.uk or call +447446248373 with your order number and reason for return. We answer within one business day.
Can I exchange an item?
We do not offer direct exchanges. Return the unwanted item for a refund and place a new order for the size or colour you need.
When will I get my money back?
After the returned item arrives, we inspect it within two business days. Approved refunds are processed immediately:
- Bank cards (Visa, Mastercard, Amex): 3–5 business days for your bank to post the credit.
- PayPal: credit appears as soon as PayPal processes the refund; transfer to your bank depends on PayPal and your card issuer.
Payments & Security
Which payment methods do you accept?
- Visa, Mastercard and American Express (processed securely via Stripe)
- PayPal
Is my payment information safe?
Yes. All transactions are encrypted. Stripe is PCI-DSS Level 1 compliant, and PayPal uses its own encrypted platform. Pupporia never sees or stores your full card details.
When is my card charged?
Your chosen payment method is charged in full when you confirm checkout.
Products & Stock
Are your products tested on real pets?
Absolutely. Every new item spends time with our in-house “quality-control team” of dogs and cats. If they ignore or break it, it never reaches the website.
An item I want is sold out—will it be restocked?
Many lines restock in small batches. Join our email list or use the “Notify Me” button on the product page to receive an alert when it’s available again.
Company Details & Contact
- Company Name: ECOWARES LTD
- Company Number: 15565386
- Email: help@pupporia.co.uk
- Phone Number: +447446248373
- Address: 86-90 Paul Street, London, England, EC4A 2NE, United Kingdom
- Contact Form: Click Here
- Opening Hours: Monday to Friday: 8:00 AM to 5:00 PM
- Response Time: We will try to respond to your email within 24 hours.