FAQs

Registration & Logging in

Do I have to create an account to buy things from Fetch?
Feel free to take a look around Fetch without an account, but if you spot something you'd like to buy you'll be asked to sign in or create an account before you check out. If you have an Ocado account then you can log in using the same account details.

How do I register for an account?
Sign up here by entering your details and choosing a password.

If you already have an account with Ocado, you will automatically have an account with Fetch. Head to the log in page to sign in.

Why don't you deliver to my postcode?
Whilst we deliver to the majority of mainland UK, there are still some areas that we don't cover. We hope to be able to deliver to your postcode in the future.

When I try to register I'm told my email is already in use. What should I do?
You may have already registered your email address with Fetch. You can reset your password at the bottom of the log in page.

Alternatively, if you have an account with Ocado then you will automatically have an account with Fetch. Head to the log in page and sign in using your Ocado account details.

I can't log in
Not to worry. You can reset your password at the bottom of the log in page. Click 'Forgotten your password?' before entering your email address and postcode. You will receive an email with a unique link to enable you to reset your password.

Still not working? Think back to what email address and postcode you used to set up the account. If you registered with Facebook, make sure you're using the right details for your Facebook account.

If you still need help logging in, chat with us by clicking on the Live Chat button to the right of the page, call us on 0345 600 6070, or email us at fetch@fetch.co.uk.

Placing an order

Is there a minimum spend?
No, there is no minimum spend when shopping at Fetch.

How do I place an order?
To place an order, follow our step-by-step guide:

1. Log in to your account by clicking 'my account' and then 'log in'.
2. Browse the site and click 'add to basket' on the items you'd like to purchase.
3. Click on the basket symbol at the top of the page. This will also show the value of your order.
4. Once in your basket, check over your order to make sure that it's correct.
5. If you haven't already logged in, your basket will ask you to log in at this point.
6. When you're happy with your order, click 'checkout'.
7. Select your preferred delivery address, delivery method, and card to pay with. If this is your first order with Fetch, you will be asked to enter a delivery address and card details.
8. If you have a voucher code, you can add it in the 'order summary' section.
9. Check over your order once more before clicking 'place order'.
10. Verify your purchase by your card provider, if required.
11. Once you have placed your order, the message 'Thank you, your order has been placed.' will appear. You will then receive confirmation via email."

Can I order over the phone?
Unfortunately not. As we are an online-only business, all orders must be placed through our website.

It's quick and easy to place an order using our step-by-step guide above. If you have any questions, chat with us by clicking on the Live Chat button to the right of the page, email us at fetch@fetch.co.uk, or give us a call on 0345 600 6070.

How can I tell if my order has been successfully placed?
Once you have placed your order, the message 'Thank you, your order has been placed.' will appear along with a summary of your order. You will then receive confirmation via email.

You can also view your order, as well as any previous orders, by visiting the orders page. You can find this at the top of the page.

Can I add or remove items once my order has been placed?
Once your order has been placed, it cannot be edited. However, there are a few other actions that you can take.

To add items to your order:
Place a second order and choose the same delivery slot as your original order (if it's still available). Please note that if your second order is under £29, you may occur a delivery charge.

To remove items from an order that hasn't yet been dispatched:
Cancel your order by heading to your orders page and clicking 'cancel order'. Once cancelled, click 'buy it again' and the same items will be put back into your basket. Remove the relevant items and then check out.

To remove items from an order that has already been dispatched:
Read our returns policy for how to return an item.

Can I cancel my order?
Yes, if your order hasn't yet been dispatched. Cancel your order by heading to the 'orders' page and clicking 'cancel order'. Although we can't specify when your order will be dispatched, it's usually the day before delivery.

If your order has already been dispatched, please get in touch so that we can help. Chat us or give us a call on 0345 600 6070.

Can I change the time or date of my order?
Unfortunately not. However, there are a few other actions that you can take.

If you have a Courier delivery:
You will always be offered next-day delivery if you check out by 3pm. Orders checked out after 3pm will be delivered the following day. Once your order has been dispatched, you will receive an allocated time slot from our Courier. However, if this isn't convenient for you you can follow their instructions to rearrange your delivery.

If you have an Ocado van delivery:
If your order hasn't yet been dispatched, you can cancel your order by heading to your orders page and clicking 'cancel order'. Once cancelled, click 'buy it again' and the same items will be put back into your basket. You can then choose a new delivery slot when checking out again.

If your order has already been dispatched, please get in touch so that we can help. Chat us or give us a call on 0345 600 6070.

When will I be charged for my order?
Payment will be taken on the day your order is dispatched.
Upon you placing your order, we place a reserve for the value of your order to verify your card. Because of this, you need to have the relevant funds available before placing your order.

Which payment methods do you accept?
We accept Visa, MasterCard, Visa Debit, American Express and PayPal. Unfortunately, we don’t currently accept Visa Electron or Solo cards.

How do I add a new card to my account?
Head to 'my account' and add a new payment method to the 'payment details' section.

Alternatively, add a new payment method as you check out by clicking the 'add new card' or 'add PayPal account' button.

Why isn't my card working?
It could be that:
- Some of the details haven't been entered correctly
- We don't accept that type of card
- You've recently cancelled your card


Check over the details of the card you are entering to make sure they are correct.

Please note that upon you placing your order, we place a reserve for the value of your order to verify your card. Because of this, you need to have the relevant funds available before placing your order.

If you're still having problems, you may need to get in touch with your card provider to find out why.

Where can I find details of my order?
All orders – past and present – can be found in the 'orders' section of 'my account'.

Why do you ask me additional questions before I buy certain items?
We want to be completely sure that your chosen items are right for your pet. We are required to ask specific questions before you purchase certain licensed veterinary medicines. If it's unsuitable for your pet, you won't be able to add it to your basket. Take a look at our Veterinary Medicines Guide for more details on what to expect when buying such items.

If you're unsure whether an item is suitable, consult with your vet.

Do you sell prescription medicines?
Not currently. However, we are constantly developing our range so this may be something that we will be able to offer in the future.

Why is an item no longer in my basket?
Occasionally, items are available for delivery in certain locations but not in others. This is due to stock availability. Once you log in with your details, we are able to confirm whether the product is available in your area. If it is not, the item will be removed from your basket and show as out of stock.

Vouchers

How do I enter a voucher code?
When checking out, there is a box to enter your voucher code in the 'order summary' section. Type the code exactly as it appears, including the VOU if applicable. Don't leave any spaces between the characters. Click 'apply' to add the code to your order and you will notice a reduction in the order total.

I've forgotten to add my voucher
Once your order has been placed, it cannot be edited.

However, if your order hasn't yet been dispatched, you can cancel your order by heading to your orders page and clicking 'cancel order'. Once cancelled, click 'buy it again' and the same items will be put back into your basket. You can then add your voucher code before checking out again.

If your order has already been dispatched, you cannot add a voucher code to this order. Check the expiry date and use it on your next order, if valid.

Why isn't my voucher working?
There are a few reasons that your voucher may not be working.

- Check that you have typed the voucher code correctly. Type it exactly as it appears, not leaving any spaces between the characters.

- All of our vouchers have an expiry date. Check your voucher details to ensure it is still valid.

- To use a voucher for your first order, we must not have delivered to your address before – even on another account.

- Some vouchers will discount a specific range of products rather than your whole order. Check the details of the voucher.

- If we've emailed the voucher code to you, you'll need to be logged in with that same email address. That voucher code is just for you.

- Only one voucher can be used per order. If you have multiple vouchers to use, check the expiry dates and save the others for future orders.

- Some of our vouchers will have a minimum spend. Check your basket total to see if it meets the terms.

If none of the above applies or you're still having trouble, we'll be happy to help. Chat with us by clicking on the Live Chat button to the right of the page or give us a call on 0345 600 6070.

Why hasn't my voucher taken off the discount I was expecting?
Our vouchers have a maximum discount. Unless otherwise stated in the offer, the maximum discount is £75.

It's worth noting that some vouchers are only valid for a specific range of products too. Check the details of the offer you have received.

I have more than one voucher. Can I use them together?
Only one voucher can be used per order. If you have multiple vouchers to use, check the expiry dates and save the others for future orders.

Can I have a voucher for my order?
We will treat you to a discount for your first order – and we often have other offers available, too. Head to the homepage to see our current offer.

Otherwise, make sure you're signed up to Marketing emails from us to receive exclusive discounts direct to your inbox. Visit 'my account' > 'marketing communications' to opt into emails.

Emails and communication

How can I change which emails I receive?
To choose which emails you'd like to receive, simply log in and go to 'My Account'. Click on the 'Marketing Communications' link and edit your preferences via the tick boxes on screen.

How do I unsubscribe from emails?
If you don't want to receive emails from us anymore, you can click 'unsubscribe' at the bottom of one of our previous emails.

You can also visit 'my account' > 'marketing communications', and untick the options available.

Please note that it can take up to 72 hours for the change to take effect, and you'll still receive essential emails about your orders, such as email confirmations and dispatch notices.

Delivery

What are the different delivery options?
We offer a few different delivery methods, for more information on what options will be available to you check out our Delivery & Returns page for all the details.

How does Ocado delivery work?
We hitch a lift on Ocado's delivery rounds so we benefit from their specialist delivery network. You can choose a one-hour delivery slot 7 days a week between 5.30am - 11.30pm (subject to availability) for FREE, when you spend £49 or more. If you spend below £49, but above £29 the delivery charge is £0.99. For orders less than £29 the delivery charge will be £4.99. If your address is within Ocado's delivery area (there are some areas that Ocado haven't quite reached yet) you'll see the "Ocado 1-Hour Delivery" at check out.

If you also shop with Ocado themselves you can choose to combine your Fetch and Ocado orders for no extra cost; getting your pet supplies delivered at the same time as your groceries. Take a look at the 'Combining delivery with your Ocado Grocery Order' section of these FAQs for more information.

You'll receive SMS updates for your delivery, so you'll know exactly which van will arrive at your door, along with the name of your driver.

How does Courier delivery work?
We offer FREE express delivery by courier when you spend £29 or more, or just £2.99 for orders under £29. Simply checkout by 3pm and select “Express Delivery” to have your order delivered Monday - Saturday (excl. Bank Holidays).

If you’d like your order to be delivered on a Sunday it's £0.99 when you spend £29 or more, or £4.99 for orders below £29. Select “Sunday Delivery by Courier” at checkout to receive your order on a Sunday. If you’re placing your order on a Saturday you’ll need to check out by 3pm to get Sunday delivery the next day.

For all orders checked out after 3pm, orders will be dispatched the following day (excl. Bank Holidays). Our courier partners will keep you updated on the journey of your order. You'll receive SMS and email confirmation of your tracking details and they will let you know estimated delivery times on the morning of your delivery.

In some areas of the country, and for some products we sell, we only offer courier delivery – so this may be the only option you'll see at checkout. There are also some delivery areas where it might take a little longer to get your order to you, so delivery can take up to 2 days.

Is there a delivery charge?
You will always have a free delivery option if you spend over £29. For full breakdown of charges see our Delivery & Returns page.

I've noticed a change in your delivery charges. Why is this?
Our customer feedback is hugely valued and we appreciate how much you enjoy having your orders delivered by Ocado vans. Due to the high demand of this delivery service, we have introduced a charge of £4.99 when you spend under £29, or £0.99 if you spend above £29 and below £49, however this service is FREE when you spend £49 or above. This will ensure that the service is protected for our customers and will greatly improve the availability of delivery slots. We still offer a free delivery option by courier when you spend £29 or more.

How can I get my Fetch order delivered with my Ocado delivery?
If you have an Ocado order checked out, our website will recognise this and offer you the choice to combine your delivery when you're checking out your Fetch order.

When you reach checkout, you'll see the option to 'Combine delivery with your Ocado order', with the Ocado time slot you booked. Tick the check box to choose this option. You can then proceed to pay for your order.

When you combine your orders, there is no delivery charge for your Fetch order. You will only pay for the relevant Ocado delivery charge (if any).

Please note that not all items can be attached to an Ocado order. In this case, you may be offered courier delivery instead.

Do I need to be at home when you deliver?
For your convenience, we don't require you to be present during your delivery. If you're not going to be in when we're due to arrive, please follow the instructions below:

If you have an Ocado delivery:
When you're checking out your order, you can provide us with some instructions for what to do if you won't be in. Pop some notes such as "Leave in porch" in the 'driver's instructions' box on the checkout page, underneath the "address" section.

If there are no notes for the driver to follow and you're not in when Ocado arrive, the driver will look for somewhere safe to leave your order or give you call to check the best place to do so. If they leave your order, the driver will drop a calling card through your door so that you know where to look for your items.

Please note that if your Fetch order is arriving with your Ocado groceries, the driver won't be able to leave either order without speaking to you first – unless you have added delivery instructions asking us to do so on the website.

If you have a Courier delivery:
On the day of delivery, you will receive details of when your order is expected to arrive. If you won't be in, you'll be able to provide a safe place location via the tracking link the courier provides.

If you don't provide a safe place location and are not in when the courier arrives, they will look for a safe place to leave your order or try a neighbour where possible. If these options aren't available, the courier will try to deliver again the next day. They'll leave you a calling card to let you know where they have left your order or that they will try again.

After 3 failed deliveries, your order will be returned to us.

What happens if I miss my delivery slot?
The options available to you when you miss a delivery will depend on which delivery method you chose.

If you have an Ocado delivery:
If there are no notes for the driver to follow and you're not in when Ocado arrive, the driver will look for somewhere safe to leave your order or give you call to check the best place to do so. If they leave your order, the driver will drop a calling card through your door so that you know where to look for your items.

Please contact us as soon as possible via Live Chat or phone us on 0345 600 6070 and we may be able to reschedule your delivery. Please note that we can't guarantee that a driver can come back to you.

If you have a Courier delivery:
The Courier will look for a safe place to leave your order or try a neighbour where possible. If there's no safe place to leave your order, or no neighbour available to take your order on your behalf, the Courier will try to deliver again the next day. They'll leave you a calling card to let you know where they have left your order or that they will try again.

After 3 failed deliveries, your order will be returned to us if the Courier still can't reach you.

Can I book a delivery slot before placing my order?
If you choose our "Ocado 1-Hour Delivery" you'll be able to choose a 1-hour delivery slot when choosing your delivery method on the checkout page

When selecting ”Express Delivery" by courier your order will be delivered next-day and your delivery time will be confirmed by the courier once your items have been dispatched.

Why am I not being offered an Ocado delivery?
There are a few reasons that you may not be able to select an Ocado delivery.

- Ocado's delivery network hasn't reached the whole of the UK yet, so you may be outside of their delivery area.
- Some of the items we sell are a bit too bulky to fit on Ocado delivery vans so we offer our customers courier delivery for these.
- The items you're ordering may not be in stock in the warehouse closest to your address, so we arrange for a courier delivery to pick these up from one of our other warehouses.

How can I add a new address?
You can add or remove an address in the 'address book' section of 'my account'.

Please note you're not able to edit an address that's already in your address book, so if you've made a mistake in the details you'll need to add the correct address and remove the incorrect one.

Refunds and Returns

I've changed my mind, can I get a refund?
If you've changed your mind about your items, you have up to 14 days after the date of your delivery to return the items. Please note that the items should be unused and in the original packaging.

Are there any items that can't be refunded?
Unfortunately, unless there is a fault with the item or it doesn’t match the description as advertised, there are a few items that we cannot refund:

- Products that have been used
- Products that aren’t in a re-saleable condition, or not in their original packaging
- Unsealed pet or animal toiletries
- Veterinary Medicinal Products
- Personalised or made-to-measure products
- Perishable goods
- Unsealed CDs, DVDs, tapes or other recording media, software or video

How do I return an item?
You can return your items via CollectPlus for FREE. Doing so is quick and easy – simply create a label, package up your items, and drop them off at a CollectPlus location near you. Receiving your items can take up to 7 working days.

Once we’ve received your return, we’ll send you an email to confirm your refund. On occasion, we may need to get in touch for further details before processing your refund.

Alternatively, if you are placing a future Fetch order to be delivered by an Ocado van or have an Ocado shop booked, you can return your items to your Ocado driver. Just let them know that you are returning items from Fetch and that you'll need a refund. They'll provide you with a receipt for your return, and get in touch with our Customer Service Team who will process the refund.

Please note that our courier drivers are unable to take back items from you, so if you have a future courier order please use CollectPlus to return your items.

Please see our full Returns Policy for more details.

I've received an incorrect, damaged or faulty item, what should I do?
From time to time, mistakes can occur when packing your items. If you have received an incorrect or damaged item, or find your product is faulty, please get in touch – with your order number to hand – and a member of our team will be happy to help. Email us at fetch@fetch.co.uk or drop us a message on Live Chat with images of the item.

How long will it take to process my refund?
We will credit your payment card – provided payment has already been debited – with the price of the items you are returning. Please note that it can take up to 14 days from us receiving your items to see the refund reflected on your account. This is due to the processing times of some card providers.

Why haven't I received my refund yet?
If it's been longer than 14 days and you still haven't received your refund then please get in touch with us. You can chat with us via Live Chat, email us at fetch@fetch.co.uk or call us on 0345 600 6070.

Do I have to pay for a return?
All returns are completely free unless you're posting your product back to us yourself, in which case you are liable for the cost of this.

How long do I have to return items to Fetch?
You have up to 14 days after your delivery to return your items.

See our Returns Policy for more information.

Combining delivery with your Ocado Grocery Order

How can I get my Fetch shopping delivered with my Ocado order?
If you currently have a pending delivery with our friends at Ocado you can combine your Fetch order for the same delivery slot for no extra cost. Ensure that you are logged onto the Fetch website with the same details you have used to log onto your Ocado account. To combine your delivery simply select “add this order to your scheduled Ocado delivery slot” as you checkout.

If you have already placed a Fetch order and want to shop on Ocado you will be given the option to combine your delivery on ocado.com.

Please note that not all items can be attached to an Ocado order. In this case, you may be offered courier delivery instead.

I have an Ocado order booked, why can't I see it when checking out?
There are a few reasons that you might not see the option to select your Ocado order time slot when checking out on Fetch:

- You'll need to log in to Fetch with the same details as your Ocado account – that way the system knows that it's you.
- Your Ocado order needs to be fully checked out for us to recognise it. If you've just reserved your delivery slot on Ocado then your order isn't finalised yet. Double check the status of your Ocado order.
- If the cut off time for your Ocado order has already passed, it's too late to attach your Fetch order. In this case, a message will appear on screen that says "Unfortunately it is too late to make changes to your delivery".
- Some of the items we sell are a bit too bulky to fit on Ocado delivery vans so we offer our customers courier delivery for these.
- The items you're ordering may not be in stock in the warehouse closest to your address, so we arrange for a courier delivery to pick these up from one of our other warehouses.

Do I still pay a Fetch delivery charge?
When you combine your orders, there is no delivery charge for your Fetch order. You will only pay for the relevant Ocado delivery charge (if any).

Can I change my delivery slot?
If your Fetch order is already attached to your Ocado order, you can change the delivery time at Ocado.com. Delivery times cannot be edited via Fetch.

Simply log in to your Ocado account and on you'll see your order summary in a yellow box on the homepage. Click 'change delivery' and choose your new slot. This will change the delivery time for both your Ocado and your Fetch orders. Please note your delivery charge may be affected. You'll see any new charges when choosing your slot.

Can I use my Ocado Smart Pass at Fetch?
Ocado and Fetch operate as separate businesses, so despite sharing their delivery rounds, we don’t share their Ocado Smart Pass.

Does my Fetch shopping count towards my minimum spend at Ocado?
As mentioned above, Ocado and Fetch operate as separate businesses. Therefore, your shopping on one site doesn't count towards the minimum spend on the other and vice versa.

Pet widget

Why have my pet details disappeared from the homepage?
If you didn't click 'Save' after entering your pet details and you cleared your browser's cookies, your pet details won't appear on the homepage. If they weren't saved properly they won't appear on a different computer, either. You'll need to re-enter your pet details and make sure you click 'Save'.

How do I remove a pet profile?
If you need to remove a profile for whatever reason, simply select the profile and look for the minus button in the right-hand corner.

Veterinary Medicines

Are you legally registered to sell veterinary medicinal products and provide vet advice?
Yes. Our suitably qualified persons are as listed below:
Lauren Chong RCVS - 7134411
Kirsty Hide SQP - QC30073
Jade McAloon SQP - QC34972
Noureddine Guerrassi SQP - QE7764

If you want to check the above registration details, go to https://findavet.rcvs.org.uk/check-the-registers for veterinary surgeons or http://www.vmd.defra.gov.uk/registers/sqpregister.aspx for SQPs. Alternatively, you can call the Veterinary Medicines Directorate (VMD) on 01932 336911 quoting the member's name or number you wish to check.