FAQs

Placing an order

Do I have to create an account to buy things at 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.

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

Can I edit or cancel my order once it has been placed?
You cannot edit your order once it has been placed but you are able to cancel your order up until the point it is dispatched. Simply log in to fetch.co.uk and select 'Your Orders' from 'Account Settings'. You can view or cancel any orders waiting to be dispatched. Although we can't specify when your order will be dispatched, it's usually the day before delivery.

If your Fetch items are being delivered via our Free Next Working Day Delivery option and you wish to alter the delivery you will be able to do so using information we send you in your dispatch email.

If your Fetch items are being delivered with your Ocado order, you can change the delivery slot at ocado.com. Just log in, go to 'My Orders' and then 'Change delivery'.

Please note that if you alter your delivery in any way then your delivery charge may be affected, this will be reflected on your bill.

When will I be charged for my order?
We'll take payment on the day your order is dispatched.

Which payment methods do you accept?
We accept Visa, MasterCard, Visa Debit/Delta, Switch, 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?
You can add a new card to the 'Stored payment details' section of 'Account Settings', or simply add one as you check out.

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

How do I enter a voucher code?
Once you reach the checkout there will be a box to enter your voucher code. Please include 'VOU' at the beginning and don't leave any spaces between the characters when typing the code.

Can I add a voucher after I've placed an order?
Unfortunately not, voucher codes need to be added as you check out.

Why isn't my voucher working?
It may be that you are entering the voucher code incorrectly. Start with ‘VOU’ at the beginning and make sure there are no spaces between the characters of the code. Ocado vouchers are not accepted at Fetch so these will not work if entered. If you’re still having problems then just give us a call on 0345 600 6070, we’ll be happy to help.

Where can I find details of my order?
Orders past and present can be found in the 'Your Orders' section of 'Account Settings'.

Can I order over the phone
Afraid not - we're an online-only business so all orders must be placed through our website. For a better idea of what it's like to shop with us, take a look at our website walkthrough.

If you have any other questions about shopping with us, please don't hesitate to email us at fetch@fetch.co.uk or give us a call on 0345 600 6070.

Why do you ask me additional questions before I buy certain items?
We want to be completely sure that what we're selling you is right for your pet. In fact, we're required to ask specific questions before selling certain licensed veterinary medicines. If we don't think it's suitable for your pet, you won't be able to add it to your basket.

Please read our Veterinary medicines Terms and Conditions for more details. If you're still not sure whether an item is suitable, it's best to ask your vet.

Do you sell raw or frozen food?
Unfortunately not, however we are constantly developing our range so we hope this is something we will be able to offer in the future.

Do you sell prescription medicines?
Not currently but this may be something we are able to offer in the future.

Delivery

What are the different delivery options?
We deliver most of our items in a one hour delivery slot of your choice - this is referred to as our Nominated 1 Hour Delivery option. Any orders that cannot be delivered using our Nominated 1 Hour Delivery service will be sent by Next Day Delivery. We will confirm how your order is being delivered as you check out. Nominated 1 Hour Delivery is subject to booking slot availability and your delivery address.

How does your Nominated 1 Hour Delivery work?
Pick a one-hour delivery slot of your choice, seven days a week. This option is FREE when you spend £29 or more, or just £2.99 if you spend less. We hitch a lift on Ocado's delivery rounds so we benefit from their specialist delivery network. Therefore, you can also choose to get your Pet supplies delivered for free at the same time as your Ocado groceries.

How does your Next Working Day Delivery work?
These orders are delivered the very next working day when you order by 3pm. This option is FREE when you spend £29 or more, or just £2.99 if you spend less. Your order will be delivered in a one hour slot between 8am-8pm Monday to Friday. The only exclusion to these delivery times are public holidays when they will not be delivered until the next working day. We will tell you your delivery dates as you check out so you know when to expect your delivery. Each delivery is fully tracked and you will receive SMS/email confirmation of your tracking details.

Is there a delivery charge?
Delivery is FREE when:
1. You spend £29 or more
2.You attach your Fetch items to an existing Ocado delivery

Otherwise delivery is just £2.99

How can I get my Fetch shopping delivered with my Ocado order?
If you have an Ocado order already booked then we will remind you what time this is booked for and offer you the option to have your Fetch items delivered at the same time, during check out.

There's no additional delivery charge and no minimum spend on your Fetch order if you attach it to an existing Ocado delivery (there's still a £40 minimum spend for your Ocado items).

You can also place a Fetch order first, with no minimum spend, and then add your Ocado items to it. There will still be a £40 minimum spend on Ocado items however.

Please note that not all items are able to be attached to an existing Ocado order.

Why don't you deliver to my postcode?
We don’t deliver to the whole of the UK yet but we’re constantly expanding our delivery areas and hope to deliver to your postcode soon. Leave us your details and we’ll let you know as soon as we do.

Do I need to be at home when you deliver?
We will always give you a one hour delivery slot so you know exactly when your order is coming. However, if you’re not able to be in when we deliver then please follow the instructions below:

Nominated 1 Hour Delivery
If you're not going to be there please write down what you'd like us to do with your delivery in the 'Driver's Notes' section of the checkout.
If your Fetch items are being delivered with your Ocado order then your driver won't be able to leave the shopping without confirming it over the phone.
Please remember we're not responsible for any shopping delivered when you're not home.


Next Day Delivery
Once your items have been dispatched you will receive details of how to alter your delivery time and location. If you’re not in when they call they will leave your items with a neighbour where possible. Please note that if you alter your delivery in any way then your delivery charge may be affected.


What happens if I miss my delivery slot?
This will depend upon your delivery method:

Nominated 1 Hour Delivery or items attached to an Ocado order
If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they can't get hold of you, they'll leave a card. This will let you know what time they came by, and ask you to get in touch to rearrange the delivery. Please contact us as soon as possible on 0345 600 6070 or using the number given on the card.
Please be aware that if you do miss your slot we can't guarantee the driver will be able to make it back to you on the same day.

Next Day Delivery
If you miss your delivery then you will be left a card. Your items will either be left in a safe place (with a neighbour, for example) or if this is not possible then the items will go back to the depot. If this is the case then you will have 24 hours to arrange a re-delivery. If we don’t hear from you then we will try to deliver again the following day. If we are still unable to deliver after three attempts then you have 24 hours to arrange a re-delivery otherwise the items will be returned to us.
If you no longer want the items delivered or have any questions then just call us on 0345 600 6070.


Can I book a delivery slot before placing my order?
Nominated 1 Hour Delivery
You will be able to book a delivery slot as you check out. This allows us to make sure all the items you want are available for your chosen delivery time and date.


Next Working Day Delivery
No, your delivery slot will only be confirmed once your order has been dispatched.

How can I add a new address?
You can add or change an address in the 'Delivery address book' section of 'Account Settings'.

Refunds and Returns

Can I get a refund?
Of course. You have up to 28 days to ask for a refund, or two years if the item is damaged or faulty. You must give us a call first on 0345 600 6070 for us to process your refund and advise you of the best way to return your item.

How do I return an item?
Depending on your delivery method you have a couple of options:

Nominated 1 Hour Delivery
If you have another delivery booked then simply hand the item back to your driver. You can also return it via Collect+ for free or post it back, but you’ll be liable for postage costs if you choose this option.

Next Working Day Delivery
If your item was delivered by DPD then you will need to return it via them also. We can book a day for your item to be collected and then DPD will confirm the 1 hour collection slot on the day.

In either case your refund will usually be processed within three working days, but can take up to ten working days to appear in your account.

Please see our full Returns Policy for more details.

Are there any items that can't be refunded?
Unfortunately, we can't offer a refund for the following items unless they were incorrect or faulty: personalised or made-to-measure items, perishable goods, unsealed CDs, DVDs, tapes or other recording media, software or video, and veterinary medicinal items.

Why haven't I received my refund yet?
If you haven't received your refund please get in touch with us. Email us at fetch@fetch.co.uk or call us on 0345 600 60 70 - we're here 8am-11pm seven days a week.

How long will it take to process my refund?
We'll try to process your refund within three working days, but it may take up to 10 working days to appear in your account.

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?
If you'd like to return something, please get in touch with us within 28 days of your delivery. You can return faulty items up to two years after receiving them. See our full Returns Policy for more information.

Attaching to an existing Ocado order

How can I get my Fetch shopping delivered with my Ocado order?
Once you've checked out on Ocado simply place your Fetch order. You'll be prompted to add your order to your Ocado delivery as you check out. There is no minimum spend and no additional delivery charge.

I have an Ocado order booked, why can’t I see it when checking out?
It may be that your Ocado order has not been completed. Even if you have a delivery slot booked, your Ocado order needs to be fully checked out before you can attach Fetch items. It could also be that your Ocado order cut off time has passed, in which case it cannot be edited or have Fetch items attached unfortunately.

Do I still pay for the Fetch delivery?
No, there’s no additional delivery charge for Fetch items if you attach them to an existing Ocado delivery.

Can I change my delivery slot?
If your Fetch items are being delivered with your Ocado order, you can change the delivery at ocado.com. Just log in, go to 'My Orders' and then 'Change delivery'. Please note that your delivery charge may be affected, this will be reflected on your bill.

Can I use my Ocado Smart Pass on Fetch?
Ocado and Fetch operate as separate businesses, so despite sharing their delivery rounds, we don’t share their Ocado Smart Pass unfortunately. However, you can still benefit from attaching your Fetch items to an existing Ocado delivery for free.

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.

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 your 'Account Settings'. Click on the 'Marketing Communications' link and edit your preferences. When you're finished, remember to hit the 'Update' button to make sure your changes are saved.

Veterinary Medicines

Do you have a veterinary team?
We only supply veterinary medicines that are licensed to be dispensed/sold in the UK and we have a qualified veterinary team to offer advice on the medicines and ensure that the right medicines are available on Fetch for your pet. Fetch operates from premises registered with the Royal College of Veterinary Surgeons (Registration Number: 7053819).

Veterinary Surgeons:
Lauren Hayes BVetMed, MRCVS - 7037864

Suitably Qualified Persons (SQP):
Kirsty Hide SQP - QC30073

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.