Frequently Asked Questions
Orders & Delivery
Where do you deliver?
We currently deliver throughout the UK.
How long does delivery take?
Orders are generally processed within 1–3 business days.
Once dispatched:
- Standard Shipping: Free — estimated 7–11 days
- Express Shipping: £5.99 — estimated 5–7 days
Delivery times are estimates and may vary depending on the destination, courier, weather, or circumstances outside our reasonable control.
For more information, please see our Shipping & Delivery Policy.
How can I track my order?
Where tracking is available, we'll send tracking information to the email address provided with your order once it has been dispatched.
Please allow some time for tracking information to update after dispatch.
Can I change my delivery address after placing an order?
Please contact us as soon as possible at support@leetar.com.
We'll do our best to update your address before your order is processed or dispatched. However, changes cannot be guaranteed once processing or dispatch has begun.
Will my order arrive in one parcel?
Not always. If your order contains multiple products, items may be shipped separately and may arrive in different parcels or on different days.
What happens if I'm not home when my order arrives?
The courier may leave your parcel in a safe place, with a neighbour, or provide further delivery instructions depending on their service.
Please check your tracking information for the latest update.
What if my tracking says "delivered" but I haven't received my parcel?
First, check with household members or neighbours and look around any safe place where the courier may have left the parcel.
Some tracking systems may update slightly before the parcel is physically received, so we recommend allowing up to 24 hours.
If you still cannot locate your parcel, contact support@leetar.com with your order number so we can help investigate.
Orders & Cancellations
Can I cancel my order before it's dispatched?
Contact us as soon as possible at support@leetar.com.
If your order has not yet been processed or dispatched, we'll do our best to cancel it before it ships. However, cancellation before dispatch cannot be guaranteed.
If your order has already been dispatched or delivered, you may still have a statutory right to cancel. See our Cancellation Policy for details.
Do I have a 14-day cancellation right?
For eligible online purchases, UK consumers generally have 14 days from receiving their goods to notify us that they wish to cancel, without giving a reason.
After notifying us, you generally have a further 14 days to return the goods.
See our Cancellation Policy for full details.
Can I return something if I've changed my mind?
Yes. In addition to your statutory cancellation rights, LEETAR offers a 30-day returns period for eligible purchases, starting from the date you receive your goods.
See our Returns & Refund Policy for full details.
Do I have to pay for return postage?
For a change-of-mind return, you will generally be responsible for the cost of returning the item.
If an item is faulty, damaged, not as described, or we sent you the wrong item, return costs will be covered where required by law or where LEETAR agrees to cover them.
Can I return an item without contacting you first?
Please contact us before sending a return.
This allows us to provide the correct return instructions and helps prevent delays in processing your return.
Returns & Refunds
What if my item arrives damaged?
Please contact us as soon as reasonably possible at support@leetar.com.
Include your order number and, where possible, clear photos of the product and packaging.
We'll review the issue and advise you on the appropriate next steps, which may include a replacement, repair, refund, or another remedy depending on the circumstances.
See our Returns & Refund Policy.
What if I receive the wrong item?
Contact us at support@leetar.com with your order number and, where possible, a photo of the item you received.
We'll review the issue and arrange the appropriate resolution.
What if my product is faulty or doesn't match its description?
Please contact us at support@leetar.com.
Faulty or incorrectly described goods may be covered by your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or refund.
How long do refunds take?
Once a return has been received and the refund is approved, we'll process it to your original payment method.
For statutory cancellations, refunds are generally made within the timeframe required by applicable law. This will generally be no later than 14 days after we receive the returned goods or receive appropriate evidence that they have been returned, subject to the applicable legal rules.
See our Cancellation Policy and Returns & Refund Policy.
How will I receive my refund?
Refunds are normally issued to the same payment method used for the original purchase.
Will my delivery charge be refunded?
Where required under the statutory cancellation rules, we will generally refund the cost of the least expensive standard delivery option offered.
If you selected a more expensive delivery upgrade, the additional amount is generally not refundable under the statutory cancellation rules.
Products
Do you sell products for both dogs and cats?
Yes. LEETAR offers products for both dogs and cats, including beds, feeders, water products, toys, grooming accessories, and other pet essentials.
Where can I find product specifications?
Product-specific information such as dimensions, materials, features, colours, and other specifications is provided on the relevant product page where applicable.
We recommend checking the product page carefully before placing your order.
Payments & Security
Are payments secure?
Payments are processed through the payment services available at checkout.
LEETAR does not store your full payment card details on our website.
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary depending on the payment services available at the time of purchase.
Customer Support
How can I contact LEETAR?
You can contact us by:
Email: support@leetar.com
Phone: +44 7456 039261
For full contact information and support hours, please visit our Contact Us page.
What should I include when contacting support?
To help us assist you quickly, please include:
- Your order number
- The email address used for your order
- The product(s) concerned
- A brief description of your question or issue
- Photos where relevant, such as for damaged, faulty, or incorrect items
We aim to respond to customer enquiries within 1–2 business days.