Shipping & Returns

Thank you for shopping at YORA. We hope you are pleased with your purchase, however, inthe unlikely event you need to return something we will be happy to offer a refund.

If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within 12 months of purchase, we will arrange to collect and replace or to refund the item.

When shopping, please take time to make your selection, double checking you have the right size and colour before placing your order. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the customer. We will not be able to issue refunds for products maliciously damaged.

Shipping and Fees

Enjoy free shipping on all orders over £39*.

For orders under £39 a charge of £5.99* will be made at checkout.

*All orders are subject to surcharges; your final delivery charge will be shown at the checkout. See Shipping Surcharges for more information.

Using DPD couriers, we aim to offer same day dispatch, 7 days a week.

This applies to orders placed before 5pm on weekdays and before 2pm at weekends, and is subject to stock availability.

Please note that certain weather conditions and busier periods may slow your order down, so please always allow 48 hours from dispatch for your order to arrive. If you live in the Scottish Highlands and Islands please also allow extra time for delivery.

Delivery Day

You will receive a text or email from DPD the day before delivery and then again on the day, with a 1-hour slot. Please remember that home deliveries may need to be signed for and we kindly inform you that it is your responsibility to ensure someone is at home. If no-one can receive the order and delivery isn't possible then we respectfully reserve the right to apply further delivery charges should you require us to resend your order.

Please note that DPD's delivery service also has options to change the date of delivery or to have parcels left in a safe place/with a neighbour.

When accepting your YORA delivery please ensure the number of parcels you receive matches the consignment note. Any shortages should be marked on the note and also sent through to us at hello@yorapetfoods.co.uk within 3 days of delivery.

Please then check your delivery. If the box or contents are damaged, please mark the consignment note as 'damaged' or if you are unable to check simply mark as 'unchecked'. Please retain the original packaging in case you need to return your purchase.

Repeat My Order

Would you like to repeat your YORA order on a regular basis? We’ve created an easy repeat delivery service which allows you to schedule your order to repeat as often as you choose.

Setting up your repeat order:

  1. Find the product you would like to repeat order
  2. Select your preferred size
  3. Choose the frequency of your repeat delivery
  4. Select the quantity and ‘Add to Cart’

To keep tabs on your repeat orders simply log in and go to your account page. Here you can adjust the frequency of your delivery or cancel products you no longer need, at any time.

Please note we will automatically take payment on the date your repeat order is scheduled.

Faulty, Damaged or Incorrect Goods

It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or you don’t receive all the items from your order, please let us know right away. Simply email hello@yorapetfoods.co.uk or call 01293 265618 and we will work quickly to rectify the issue, either replacing or collecting items. Alternatively, you can go to your local Pets Corner store with the order and invoice where we will be happy to help you. Find your nearest Pets Corner here.

Refunds and Cancellations

We hope you are happy with your order but if for any reason you need to return something, we are here to help.

If you would like to cancel your order, please let us know as soon as possible at hello@yorapetfoods.co.uk. Please note orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below.

The easiest way to return your order is at your local Pets Corner store, within 14 days of receipt. Simply bring along the goods with the original invoice and we’ll be happy to exchange or refund your item, excluding any postage charges.

Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all shipping fees to return an order are at the cost of the consumer. Please ensure the goods are returned within 14 days of receipt and in their original packaging.

Brand Money Back Guarantee

We believe we offer the tastiest, most nutritious range of food for your pet. That’s why we’re proud to offer a no quibble money back guarantee.

If you or your pet aren't 100% satisfied with your new food choice, we'll refund you, no quibble. Plus, you can keep the bag to pass to a friend or donate to a local animal shelter. Please note your no quibble claim needs to be made within 28 days of purchase.

Shipping Surcharges

Surcharges are also applied to the following postcodes:

AB36-38,AB55-56

48 Hrs

£19.99 per 40Kgs (up to 120kg)

BT

48 Hrs

£19.99 per 40Kgs (up to 120kg)

HS1-9

48 Hrs

£19.99 per 40Kgs (up to 120kg)

IM

48 Hrs

£19.99 per 40Kgs (up to 120kg)

IV1-56, IV60-63

48 Hrs

£19.99 per 40Kgs (up to 120kg)

KA27-28

48 Hrs

£19.99 per 40Kgs (up to 120kg)

KW1-17

48 Hrs

£19.99 per 40Kgs (up to 120kg)

PA20-78

48 Hrs

£19.99 per 40Kgs (up to 120kg)

PH1-4, PH50

48 Hrs

£19.99 per 40Kgs (up to 120kg)

TR210, TR220, TR230, TR240, TR250

48 Hrs

£29.99 per 40Kgs (up to 120kg)

ZE1-3

48 Hrs

£19.99 per 40Kgs (up to 120kg)

Non-Delivery Dates

For your information DPD do not collect from us or deliver on the following dates:

  • Good Friday
  • Easter Sunday
  • Easter Monday
  • Early May Bank Holiday
  • May Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day
  • New Year's Day

You're ready to save 15% off your order!

To claim 15% discount off your order, simply create an account with us and sign in before you check out and we’ll take care of the rest.

Thanks for joining the pack,

Poppy

and the Yora Team

Reduce your global pawprint