FAQ's

FREQUENTLY ASKED QUESTIONS:

 

Q:           What happens to my delivery in the event of Royal Mail Postal Strikes?

 

A:            Our products are delivered with special executive courier services like DPD and MyHermes that are unaffected by the Royal Mail Postal Strikes. However it may affect the arrival of samples or invoices as these are sent via Royal Mail.

 

Q             What if my delivery is damaged or missing items?

 

A:            We endeavour high quality operational procedures and safety measures for our products and we use only premium couriers to make sure this. However product damages can occur due to circumstances beyond our control. In case of damage or a missing item this needs to be notified with supporting evidences or photographs to Hidden Gem Albion™ Limited on myzards@zards.co.uk within 3 working days from the date of delivery, any longer than this will result in your claim being rejected. All our product deliveries are signed for; unfortunately if your delivery is left without a signature on your request then we cannot be held responsible for any damages or shortages.

 

Q:           What do I do if I have placed an order over the web and I would like to change it?

 

A:            Alterations cannot be made to orders that have been already processed or shipped. If you have any questions regarding your order please email us on myzards@zards.co.uk or call us on 0161 301 4445, before proceeding to the checkout or soon as possible.

 

Q:           What do I do if I have run out of food and would like to fast track my order?

 

A:            We try our best to dispatch orders placed before 14:00hrs on the same day basis and our premium courier agents deliver it by next day. However we guarantee deliveries within 3-5 working days unless selected next day delivery. Regrettably we cannot upgrade any orders to a weekend delivery.

 

Q:           What is the delivery charge on my order?

 

A:            All delivery charges vary according to your selected delivery preferences and can be found on our website at the time of check out. For further information please contact us on myzards@zards.co.uk.

 

Q:          I live outside of the Mainland UK in the Scottish Highlands or abroad, how can I obtain my order?

 

A:            Due to restrictions of our courier companies, delays can be expected for deliveries to these areas and special prices can be applied. This can be found on our website https://zardspetsupplies.co.uk/ at the time of check out. Please contact us on myzards@zards.co.uk  for further information.

 

Q:           What happens if I don't receive my order within three working days?

 

A:            We aim next day delivery on orders placed before 14:00hrs however deliveries are guaranteed within 3 -5 working days. If you haven’t received your delivery in this period, please contact us on myzards@zards.co.uk or 0161 301 4445. Alternatively you receive delivery updates from our courier partners that are automatically generated via email or text message, if provided at the time of ordering. Please ensure that you contact our customer service team on the third day as this would allow our team to locate your order and deal with your request.

 

Q:           What happens if I don't leave any 'leave instructions'?

 

A:            If you do not leave any delivery instructions for us, our courier may leave a instruction card for you to contact them directly to rearrange an alternative delivery day.