Frequently Asked Questions
Looking for answers about our eco-friendly dog products? At Poochella, we offer sustainable, high-quality dog accessories, toys, and gifts for dog lovers. Below you’ll find answers to frequently asked questions about delivery, returns, products, and our commitment to environmentally friendly pet products.
Orders & Shipping
How long does delivery take in the UK?
We aim to dispatch all orders within 1–3 working days. Standard UK delivery typically takes 2–4 working days depending on your location.
Do you ship internationally?
We can ship packages weighing up to 2kg to many international destinations. Please see our International Shipping page for more details
Can I track my order?
Yes, once your order has been dispatched, you’ll receive a tracking link via email.
Order Issues
My item arrived damaged — what should I do?
We’re sorry to hear that! Customer service is very important at Poochella. Please contact us within 48 hours with photos, and we’ll do everything possible resolve it as soon as possible.
I entered the wrong address — can I change it?
If your order hasn't yet been dispatched then it may be possible to update your shipping address. Please Contact us as soon as possible and if your order hasn’t been dispatched, we’ll update it.
I ordered the wrong size - can I exchange it?
If the item is still new, with no signs of wear, and tags still attached, we will be happy to accept a return. Once we receive it, we will send you a replacement if we have it in stock. If we don't have the desired size in stock, we will email you to ask if you would prefer a refund or to wait until we can source the stock for you.
Returns & Refunds
What is your return policy?
We offer a 14-day return policy with the majority of products, with the exception of personalised items. If you're not completely satisfied with your order, you can return unused items in their original condition. Please see our detailed refund policy for more details.
How do I start a return?
Simply contact us via our contact page with your order number, reason for return, and if applicable, supporting photos (for damaged or faulty items). We will get right back to you with a returns address.
Do I have to pay for return shipping?
Customers are responsible for return shipping unless the item is faulty or incorrect.
Products & Sustainability
Are your dog products eco-friendly?
Yes — sustainability is at the heart of Poochella. We carefully select eco-friendly dog products made from recycled, biodegradable, or sustainable materials wherever possible.
Is your packaging eco-friendly
Yes! We use recycled, recyclable or biodegradable packaging. We also re-use packaging materials wherever possible. Even our sticky tape is made from either kraft paper or clear zero plastic plant-based materials.
What makes Poochella different from other online market places such as Amazon?
Poochella prioritises quality sustainable materials, responsible sourcing of products, and eco-friendly packaging to reduce our environmental impact. Our range of dog accessories focuses on high-quality, stylish, and environmentally conscious dog products — combining function, durability, and aesthetic for modern dog owners. As such, we are somewhat picky about the brands and creators we work with! Our products and partners are carefully chosen to ensure they share our values and meet our expectations of quality. We also stock limited quantities of each product, to reduce the potential for waste. For more information please see our eco-friendly dog products page.
Still have a question? Please use the form below to contact us, we will always do our best to help you.