A: We charge a flat rate of £3.99 for standard UK shipping on all orders under £60. For orders of £60 or more, standard shipping is FREE.
Q: How long does delivery take?
A: Standard delivery typically takes 3–5 business days from the date of dispatch. You will receive an email notification once your order has been shipped.
Q: Do you ship internationally?
A: Currently, we only ship within the United Kingdom. We hope to offer international shipping in the future.
Q: Can I track my order?
A: Yes. Once your order is dispatched, you will receive an email containing a tracking number and a link to monitor your delivery’s progress.
Orders & Payment
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (including Visa, Mastercard, and American Express) as well as other secure payment options displayed at checkout.
Q: Is my payment information secure?
A: Absolutely. Our website uses industry-standard SSL encryption to protect your data, and all payments are processed through a secure, compliant payment gateway. We do not store your full card details.
Q: Can I modify or cancel my order?
A: Please contact us at info@evvida.co.uk as soon as possible. If your order has not yet been processed for dispatch, we will do our best to accommodate your request.
Q: Do you offer bulk or business pricing?
A: Yes. For larger orders or business-related inquiries, please contact us directly at info@evvida.co.uk to discuss your needs and potential custom pricing.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return policy for items that are unused, in their original packaging, and in a resalable condition. Please note that for hygiene reasons, opened pet food or grooming products cannot be returned unless faulty.
Q: How do I start a return?
A: Please email our customer service team at info@evvida.co.uk with your order number. We will provide you with clear instructions and a return authorisation number.
Q: When will I receive my refund?
A: Once we receive and inspect your returned item, we will process your refund within 5–7 business days. The funds will be credited to your original payment method.
Q: What if my item arrives damaged?
A: We’re sorry to hear that. Please contact us within 7 days of delivery with your order number and a photo of the damaged item. We will arrange for a replacement or a full refund at no cost to you.
Products & Stock
Q: Are your products authentic?
A: Yes. We are committed to quality and only source our products from reputable, authorised distributors and manufacturers.
Q: What if an item I ordered is out of stock?
A: In the rare event that an item becomes unavailable after you place an order, we will contact you immediately to offer a suitable alternative or provide a full, no-hassle refund.
Q: Can you help me choose the right product for my pet?
A: Absolutely! Our team is passionate about pet care. While we always recommend consulting your vet for health matters, we are happy to provide general advice and personalised product recommendations. Just email us!
Customer Service
Q: How can I contact you?
A: The best way to reach us is by email at info@evvida.co.uk or by using the contact form on our website. We aim to respond to all inquiries within 24 hours on business days.
Q: What are your business hours?
A: Our customer service team is available Monday to Friday, from 9:00 AM to 4:00 PM GMT.
Q: Do you have a physical store?
A: We are an online-only retailer. This allows us to focus on providing a wide range of high-quality products at competitive prices directly to your door.
Account & Privacy
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to easily track your orders, view your order history, and enjoy a faster checkout process in the future.
Q: How is my personal information used?
A: We use your information strictly for processing your orders and improving your shopping experience. We respect your privacy and handle your data in compliance with UK GDPR. Please see our Privacy Policy for full details.
