Shipping policy

Shipping & Delivery Policy

Clear delivery information for customers shopping with Rowan Vale.

Last Updated: 9 July 2026

At Rowan Vale, we aim to provide a clear, reliable and transparent delivery experience for every customer. This Shipping & Delivery Policy explains how orders are processed, how delivery estimates work, when free delivery applies, what may cause delays, and what you should do if your order has not arrived within the expected timeframe.

Rowan Vale operates as an independent online pet store, offering carefully selected products for everyday pet care, grooming, hygiene, comfort, walking, feeding, play and home organisation. We understand that customers want clear delivery expectations before placing an order, particularly when purchasing products for their pets’ daily routines. This Policy has been written to help you understand our delivery process in a straightforward and practical way.

Please read this Policy before placing an order. By purchasing from Rowan Vale, you acknowledge that you have had the opportunity to review our delivery information before completing your purchase.

Nothing in this Policy affects your statutory rights under applicable UK consumer law.

1. Shipping Overview

Rowan Vale processes customer orders through its own online store. Once an order has been placed and payment has been confirmed, the order enters our processing stage before being prepared for delivery.

Our delivery process is designed to be organised, trackable where available, and clearly communicated. We aim to handle orders as efficiently as possible while keeping customers informed about the expected delivery timeframe.

The general delivery process may include:

  • order confirmation;

  • payment confirmation;

  • order processing;

  • preparation for dispatch;

  • delivery handover;

  • delivery movement;

  • final delivery to the address provided by the customer.

Delivery times may vary depending on the delivery address, order volume, operational conditions, courier performance, seasonal demand, public holidays and other factors outside our reasonable control.

Our standard delivery timeframe is intended to give customers a clear and realistic expectation, but it should not be treated as an absolute guarantee of delivery on a specific date unless a specific delivery date has been expressly agreed with you in writing.

2. Free Delivery Threshold

Free delivery is available on orders over £19.

This means that when the total value of eligible products in your basket is above £19, the order may qualify for free standard delivery, provided the delivery address is within an eligible delivery area and no product-specific delivery restriction applies.

The free delivery threshold applies to eligible product value before any delivery charge is added. It may not apply to orders that fall below the required amount after discounts, returns, cancellations or changes to the order.

Where free delivery applies, this will be reflected during checkout before the order is completed.

If an order does not qualify for free delivery, any applicable delivery charge will be shown before you confirm your purchase.

Free delivery may be updated, withdrawn or adjusted in the future, but any delivery terms shown at the time of checkout will apply to that specific order, unless a correction is required due to an obvious technical or pricing error.

3. Estimated Delivery Time

Standard delivery usually takes 4 to 7 days.

This is our usual delivery estimate for standard orders. It is intended to give customers a practical expectation of when their order may arrive.

The 4 to 7 day timeframe is an estimate and should not be treated as an absolute guarantee. Delivery may be faster or slower depending on the circumstances of the order, the delivery location, processing requirements and delivery conditions.

In extremely rare cases, delivery may take 14 days or more. This may happen where there is an unusual delay, courier disruption, seasonal pressure, address verification issue, operational interruption, severe weather, strike action, bank holiday impact, or another event outside our reasonable control.

If your order is affected by a longer delay, we will aim to handle the matter fairly and provide support where appropriate.

Unless a different delivery period is expressly agreed with you, we will handle delivery in accordance with applicable UK consumer law.

4. Order Processing

Orders are processed as quickly as possible once payment has been confirmed.

Order processing is the stage before delivery begins. During this stage, the order details may be reviewed, payment confirmation may be checked, product information may be verified, and the order may be prepared for dispatch.

Processing may be affected by:

  • payment confirmation;

  • order volume;

  • address accuracy;

  • product availability;

  • fraud prevention checks;

  • operational workload;

  • public holidays;

  • seasonal demand;

  • incomplete customer information;

  • technical or system issues.

We do not recommend placing an order using incomplete, unclear or uncertain delivery details. Incorrect information can cause avoidable delay or failed delivery.

If we identify a problem with your order information, we may contact you using the email address or contact details provided at checkout.

5. Delivery Estimates Are Not Absolute Guarantees

We aim to provide delivery estimates that are realistic and helpful. However, delivery estimates are not absolute guarantees unless we have expressly confirmed a specific delivery commitment in writing.

A standard delivery estimate may be affected by circumstances that are outside our reasonable control. These may include courier delays, operational disruption, severe weather, strikes, public holidays, seasonal peaks, high order volume, address issues, local delivery restrictions or unexpected events.

We will not present estimated delivery times as guaranteed arrival dates unless that guarantee is expressly stated for the order.

This approach helps us provide customers with clear expectations while avoiding misleading promises that may not account for real delivery conditions.

6. Possible Delivery Delays

Although most standard deliveries are expected to arrive within the usual 4 to 7 day timeframe, delays can occasionally occur.

Possible causes of delay may include:

  • seasonal demand;

  • bank holidays;

  • courier delays;

  • severe weather;

  • strikes or industrial action;

  • high order volume;

  • incorrect delivery details;

  • incomplete address information;

  • local delivery disruptions;

  • transport issues;

  • technical interruptions;

  • payment review;

  • address verification;

  • safety or security checks;

  • unexpected operational disruption;

  • events outside our reasonable control.

In extremely rare cases, these factors may cause delivery to take 14 days or more.

Where a delay occurs, this does not automatically mean that the order is lost. Some delayed parcels may still be moving through the delivery process, awaiting delivery attempt, being held pending further update or affected by temporary disruption.

If your order appears delayed, we recommend checking any available order update first, then contacting Rowan Vale if further support is required.

7. Customer Responsibility

Customers are responsible for providing complete and accurate delivery information at checkout.

Before confirming your order, please check:

  • full name;

  • house number;

  • flat number, if applicable;

  • building name, if applicable;

  • street name;

  • town or city;

  • county, where relevant;

  • postcode;

  • country;

  • email address;

  • phone number, where required;

  • any delivery instructions that may help the delivery process.

Incorrect, incomplete or unclear delivery details may cause delays, failed delivery, returned parcels or delivery to the wrong location.

Rowan Vale will make reasonable efforts to assist where possible, but we may not be responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

If you notice an error after placing your order, please contact Rowan Vale as soon as possible through the official contact options on our website. We may be able to help if the order has not yet been processed or dispatched, but changes cannot always be guaranteed once processing has started.

8. Delivery Updates

Where delivery updates are available, they may be provided by email, order update notification or other customer communication method used by Rowan Vale.

Delivery updates may include:

  • order confirmation;

  • processing update;

  • dispatch update;

  • delivery status update;

  • tracking information, where available;

  • delay notice, where applicable;

  • support communication, where further information is needed.

Not every update may appear immediately. Tracking or delivery information can sometimes take time to refresh after an order has been prepared or moved through the delivery process.

If you have not received an expected email, please check your junk or spam folder and ensure that the email address entered at checkout was correct.

For delivery questions, customers should contact Rowan Vale through the Contact page on our website or by replying to their order confirmation email where that option is available.

9. If Your Order Has Not Arrived

If your order has not arrived within the expected delivery timeframe, please contact Rowan Vale so we can review the matter.

Before contacting us, we recommend checking:

  • your order confirmation email;

  • any delivery or tracking update available;

  • the delivery address entered at checkout;

  • whether a delivery attempt was made;

  • whether the parcel was left in a safe place;

  • whether another household member accepted the parcel;

  • whether local delivery disruption may have occurred;

  • whether the parcel is still moving through the delivery process.

When contacting us, please provide:

  • your full name;

  • order number;

  • email address used for the order;

  • delivery postcode;

  • product or products ordered;

  • any tracking information available;

  • a clear explanation of the issue.

This information helps us review the delivery status more efficiently.

A delayed order review may require checking available order information, delivery status, customer-provided address details and any relevant updates. We will aim to handle the matter calmly, fairly and with clear communication.

10. Lost, Delayed or Returned Orders

If an order appears to be delayed, lost or returned, Rowan Vale will review the available information before determining the appropriate next step.

A review may include:

  • checking the order record;

  • confirming the delivery address provided;

  • reviewing any tracking information available;

  • checking whether the parcel is delayed;

  • checking whether delivery was attempted;

  • checking whether the parcel was marked as delivered;

  • checking whether the parcel appears to have been returned;

  • requesting additional information from the customer where needed.

We do not automatically assume that a delayed order is lost. Some orders may take longer due to temporary delivery disruption, high volume or events outside our reasonable control.

If an order is confirmed as lost or undelivered due to a failure not attributable to the customer, Rowan Vale will review the appropriate resolution in accordance with our customer policies and applicable UK consumer law.

If an order is returned because the address was incorrect, incomplete, unavailable, inaccessible, refused or not collected, we may contact the customer to discuss the available options.

Where a returned order requires re-delivery, additional delivery costs may apply where permitted by law.

Nothing in this section affects any statutory rights that may apply.

11. Incorrect Address

The delivery address entered at checkout is the address used for delivery.

Customers must ensure that the address is accurate and complete before confirming the order.

Rowan Vale is not responsible for delivery issues caused by incorrect or incomplete address information provided by the customer, except where applicable law requires otherwise.

Examples of address issues may include:

  • wrong postcode;

  • missing flat number;

  • missing house number;

  • incorrect street name;

  • incorrect town or city;

  • outdated address;

  • unclear delivery instructions;

  • inaccessible building;

  • delivery to a workplace without full department or recipient details;

  • use of an address where the customer is not available to receive the parcel.

If you discover an address mistake after placing an order, contact Rowan Vale as soon as possible.

We will try to assist where reasonably possible, but we cannot guarantee that an address can be changed once the order has entered processing or delivery.

12. Delivery To Safe Places, Shared Addresses And Third Parties

If a parcel is delivered to a safe place, reception area, concierge, neighbour, workplace, shared accommodation or another location connected to the delivery address, the customer may need to check that location before reporting the parcel as not received.

Where a delivery instruction is provided by the customer, the customer is responsible for ensuring that the instruction is safe, accurate and appropriate.

Customers should avoid requesting delivery to unsafe, publicly accessible or unsecured locations.

If a parcel is marked as delivered but cannot be located, we may ask the customer to check:

  • safe places around the property;

  • reception or concierge desks;

  • neighbours;

  • household members;

  • workplace mailrooms;

  • building management;

  • local delivery notices;

  • any available delivery photograph or update.

We will review disputed delivery issues carefully and reasonably, using the information available.

13. Delivery During Busy Periods

Delivery may take longer during busy retail periods.

This may include:

  • Christmas and New Year;

  • bank holidays;

  • major promotional periods;

  • seasonal sales;

  • extreme weather periods;

  • periods of high courier demand;

  • public disruption;

  • unexpected operational peaks.

During these times, the usual 4 to 7 day delivery estimate may be affected.

Customers are encouraged to order in advance where the product is needed by a particular date, especially where the order relates to pet routines, travel, grooming, seasonal care or planned events.

Unless a specific delivery date has been expressly agreed, we cannot guarantee arrival by a particular date.

14. Delivery Costs

Free delivery is available on orders over £19.

Where an order does not qualify for free delivery, any applicable delivery cost will be shown before checkout is completed.

Delivery costs may vary depending on order value, delivery location, available delivery methods and any promotional delivery offer in place at the time of purchase.

The delivery cost shown at checkout is the delivery cost applicable to that order, subject to correction of obvious technical or pricing errors.

If a customer changes or cancels part of an order, or returns items after purchase, delivery cost treatment may depend on the circumstances, the amount retained, the reason for return and applicable consumer law.

15. Split Deliveries

In some circumstances, an order containing multiple products may arrive in more than one parcel or at different times.

This may happen where products are prepared separately, have different handling requirements, or are processed through different delivery routes.

If your order arrives in more than one delivery, you should check your order updates carefully before reporting items as missing.

Where split delivery applies, we will aim to ensure the order is completed as efficiently as possible.

If part of your order has arrived but another part has not, please contact Rowan Vale with your order number and details of the item or items still outstanding.

16. Failed Delivery Attempts

A delivery may fail if:

  • the address is incorrect;

  • the address is incomplete;

  • no one is available to receive the parcel where required;

  • access to the property is restricted;

  • delivery instructions are unclear;

  • the parcel is refused;

  • the parcel is not collected after a delivery attempt;

  • the courier cannot safely complete delivery;

  • local delivery restrictions apply.

If a delivery attempt fails, the delivery provider may attempt redelivery, leave instructions, hold the parcel temporarily or return it.

Customers should follow any delivery notice or update provided.

If an order is returned due to customer-related delivery issues, Rowan Vale may review the available options, which may include re-delivery, cancellation or refund, subject to applicable law and any reasonable costs permitted by law.

17. Delivery Restrictions

Some products or locations may be subject to delivery restrictions.

Restrictions may arise due to:

  • product size;

  • product weight;

  • delivery region;

  • courier availability;

  • local access limitations;

  • legal or safety restrictions;

  • operational constraints;

  • address type;

  • remote location.

Where a delivery restriction applies and becomes apparent before dispatch, Rowan Vale may contact the customer to discuss the available options.

If we cannot deliver to the address provided, we may cancel the order and arrange an appropriate refund for the affected item or order.

18. Orders Needed By A Specific Date

If you need an order by a specific date, we recommend placing the order well in advance.

Standard delivery usually takes 4 to 7 days, but this is an estimated timeframe rather than a guaranteed delivery date.

In extremely rare cases, delivery may take 14 days or more.

Rowan Vale is not responsible for disappointment, inconvenience or loss caused by a customer relying on an estimated delivery timeframe as a guaranteed arrival date, except where applicable law provides otherwise or where a specific delivery commitment has been expressly agreed.

This is particularly important for customers purchasing products for:

  • pet grooming appointments;

  • holidays or travel;

  • pet birthdays;

  • seasonal events;

  • moving home;

  • training routines;

  • planned walks or outdoor activities;

  • replacement of worn pet items.

Where timing is important, please order as early as possible.

19. Damaged Parcels On Arrival

If your parcel arrives visibly damaged, please contact Rowan Vale as soon as reasonably possible.

Where relevant, please provide:

  • order number;

  • clear photographs of the outer packaging;

  • clear photographs of the delivery label;

  • clear photographs of the product;

  • photographs of any visible damage;

  • a short description of the issue;

  • the date the parcel was received.

Please keep the packaging until the matter has been reviewed, as packaging may be relevant to assessing delivery damage.

If the product itself is damaged, faulty, incorrect or incomplete, the matter will be reviewed in accordance with our Refunds, Returns & Damaged Goods Policy and applicable UK consumer law.

20. Products Not Received But Marked As Delivered

If your order is marked as delivered but you have not received it, please contact Rowan Vale promptly.

Before contacting us, please check:

  • safe places around your property;

  • neighbours;

  • household members;

  • reception or concierge areas;

  • shared building delivery areas;

  • workplace mailrooms;

  • local delivery notices;

  • delivery photographs or tracking updates, where available.

When you contact us, please provide your order number, delivery postcode and a clear explanation of the issue.

We will review the available delivery information and may ask for further details before determining the next step.

If the available information indicates that the order was delivered correctly to the address provided, a refund or replacement may not be available unless required by applicable law.

If the review indicates that the order was not delivered correctly due to a failure not attributable to the customer, Rowan Vale will consider an appropriate resolution in accordance with our policies and applicable law.

21. Delivery And Consumer Rights

This Policy is intended to explain our delivery process clearly and fairly. It is not intended to remove or reduce any consumer rights that may apply under UK law.

Where applicable, customers may have rights if goods are not delivered within the required period, are damaged in transit, arrive faulty, are not as described or are otherwise supplied in breach of statutory rights.

If you believe your delivery issue affects your legal rights, please contact Rowan Vale so we can review the matter.

Nothing in this Policy excludes, restricts or limits any statutory rights that cannot legally be excluded, restricted or limited.

22. Events Outside Our Reasonable Control

Rowan Vale is not responsible for delays or failures caused by events outside our reasonable control, except where applicable law provides otherwise.

These events may include:

  • severe weather;

  • transport disruption;

  • courier disruption;

  • strikes or labour disputes;

  • public emergencies;

  • technical failures;

  • internet disruption;

  • payment provider disruption;

  • seasonal demand;

  • bank holidays;

  • operational interruptions;

  • address verification issues;

  • local access restrictions;

  • safety concerns;

  • changes in law or regulation;

  • other unexpected circumstances beyond our reasonable control.

If an event outside our reasonable control affects an order, we will take reasonable steps to manage the situation and communicate with the customer where appropriate.

23. Changes To This Shipping & Delivery Policy

Rowan Vale may update this Shipping & Delivery Policy from time to time.

Updates may be made to reflect:

  • operational improvements;

  • changes to delivery processes;

  • changes to delivery regions;

  • changes to free delivery thresholds;

  • changes to delivery estimates;

  • customer service improvements;

  • legal or regulatory requirements;

  • courier or delivery process changes;

  • website updates;

  • changes in business practices.

The latest version of this Policy will be made available on the Rowan Vale website and will apply from the date it is published.

The delivery terms shown at checkout and applicable at the time of your order will generally apply to that order, unless a change is required by law or needed to correct an obvious error.

Customers should review this Policy before placing an order.

24. Contact Information

For any questions about delivery, delayed orders, missing parcels, delivery updates or address issues, please contact Rowan Vale through the Contact page on our website or by replying to your order confirmation email where that option is available.

When contacting us, please include:

  • full name;

  • order number;

  • email address used for the order;

  • delivery postcode;

  • product or products ordered;

  • tracking information, if available;

  • a clear explanation of the issue.

Providing complete information helps us review your enquiry more efficiently.

We aim to handle delivery enquiries in a calm, fair and professional manner, with clear communication and practical support wherever possible.

25. Final Delivery Notice

Rowan Vale aims to provide a transparent and reliable delivery experience for customers purchasing pet products through our online store.

Standard delivery usually takes 4 to 7 days, and free delivery is available on orders over £19.

In extremely rare cases, delivery may take 14 days or more due to circumstances such as courier delays, seasonal demand, severe weather, strikes, bank holidays, address issues or other events outside our reasonable control.

We encourage customers to provide accurate delivery information, review order details carefully and contact us promptly if a delivery issue occurs.

Nothing in this Shipping & Delivery Policy affects your statutory rights under applicable UK consumer law.