Frequently Asked Questions
Everything you need to know about shopping with Orvica.
Orders & Payments
How long does it take to process my order?
Orders are usually processed within 1–3 business days before dispatch.
Which payment methods do you accept?
We accept all major payment methods supported by Shopify, including Visa, Mastercard, Apple Pay, Google Pay, PayPal and Klarna where available.
Can I change or cancel my order?
If your order hasn't been processed yet, we'll do our best to amend or cancel it. Please contact us as soon as possible.
Shipping & Delivery
How long does delivery take?
Standard UK delivery normally takes 2–5 business days after dispatch.
Do you offer free delivery?
Free delivery may be available on qualifying orders or promotional offers. Any applicable thresholds are shown at checkout.
Do you ship internationally?
We're working towards expanding international shipping. Available delivery destinations are displayed during checkout.
Returns & Refunds
Can I return an item?
Yes. Eligible unused items can be returned within our returns period. Please see our Return Policy for full details.
How long do refunds take?
Refunds are usually processed within 5–10 working days after your returned item has been inspected.
What if my item arrives damaged?
Please contact us within 48 hours of delivery with photographs of the item, and we'll resolve the issue as quickly as possible.
Products & Quality
Are your products suitable for both dogs and cats?
Many of our collections are suitable for both dogs and cats. Please check each product description for compatibility.
How do you choose your products?
Every Orvica product is carefully selected for quality, comfort, durability and everyday value.
How should I care for my products?
Care instructions are included on each product page where applicable.
Customer Support
How can I contact Orvica?
Use our Contact page or email us at support@orvica.co.uk.
How quickly will I receive a reply?
We aim to respond within one business day.
Can you help me choose the right product?
Absolutely. Our team is happy to help you find the best option for your pet.
General Information
Is it safe to shop with Orvica?
Yes. All payments are securely processed through Shopify's encrypted checkout.
Do you offer discounts?
Yes. Join the Orvica Journal and subscribe to our mailing list to hear about exclusive offers and new collections.
Why choose Orvica?
We combine elegant design, dependable quality and fair pricing to create products that pets love and owners trust.