How long does an order take?
We usually pack within two working days. If something is made to order, we will tell you the expected date before you pay. Parcels are sent with a tracked service; the tracking number is emailed when the label is created.
What does shipping cost?
Postage is calculated by weight and destination. We confirm the amount in the email before taking payment. We do not add a handling fee.
Can I collect in person?
Sometimes. We are a small workshop rather than a shop with opening hours, so collection is by arrangement. Email us first and we will find a time.
What is your returns policy?
Unused items can be returned within 30 days of delivery. They should be in the condition you received them, with any packaging and labels. The cost of return postage is yours unless the item was faulty or damaged.
For hygiene reasons, we cannot accept opened treats, balms or grooming products unless there is a fault.
Something arrived damaged. What now?
Email a photograph of the parcel and the item to hello@fernandfetch.com. Keep the packaging until we have replied. We will replace the item or refund it, including postage.
How should I clean the bed and the mat?
The bed cover unzips and can be machine washed cool on a gentle cycle. Air dry it rather than tumble drying. The litter mat is best shaken out, rinsed, and hung to dry; a soft brush gets into the honeycomb without flattening it.
Are the treats suitable for cats?
The sardine treats are small and dry, and some cats enjoy them, but they are formulated with dogs in mind. If you are unsure, ask us before ordering and we will tell you honestly what we know.
I have a question that is not here.
Email hello@fernandfetch.com. We would rather answer a question before you order than sort out a return afterwards.