Help Centre
How can we help?
Find quick answers to your questions
Charges, Billing & VIP Membership
Help with charges, billing and your VIP membership
Orders, Tracking & Delivery
Track your order or get help with delivery issues
Returns, Refunds & Replacements
Help with returns, damaged, wrong or missing items
Contact & General Help
Get in touch with our support team or find account information
Frequently Asked Questions
Charges, Billing & VIP Membership
If you see a charge of £19.95 from PupPeace or puppeace.co.uk on your bank statement, this is typically your monthly PupPeace Club membership.
The VIP membership was displayed in your order summary at checkout, including the 14-day free trial and the recurring membership. Membership information was also shown in our terms and conditions, and a confirmation email was sent after your purchase.
After the 14-day free trial, the membership automatically renews at £19.95 per month, giving you access to exclusive VIP benefits, discounts and offers.
To prevent future renewals, you can cancel your membership here:
If you have questions about a charge, contact our support team at support@puppeace.co.uk.
Your PupPeace Club membership was displayed in the order summary when you placed your order.
The membership started with a 14-day free trial, followed by automatic monthly renewal at £19.95. These details were also shown in our terms and conditions, and a confirmation email was sent to the email address used at checkout.
If you don't wish to continue your membership, you can cancel it here:
If you believe the membership was created in error, contact support@puppeace.co.uk and our team will help you.
The PupPeace Club is a monthly membership that gives you access to exclusive products, big discounts and additional benefits through our private VIP portal.
New memberships start with a 14-day free trial. After the trial period, the membership automatically renews at £19.95 per month unless cancelled.
Your VIP benefits include:
- Early access to new products
- Surprise rewards sent via email
- Priority support
- Best-price guarantee through the VIP portal
- Exclusive VIP products and collections
- Up to 50% off products in the VIP portal
- Free shipping on orders through the VIP portal
To cancel, use this link. For questions, contact support@puppeace.co.uk.
Your PupPeace Club membership starts with a 14-day free trial.
After the trial period, you are charged £19.95 per month until the membership is cancelled. The charge will appear on your bank statement as PupPeace or puppeace.co.uk.
If you have questions about your billing date or a payment, contact our support team at support@puppeace.co.uk.
As a PupPeace Club member, you get access to the following benefits:
- Up to 50% off products in the VIP portal
- Exclusive VIP products and collections
- Early access to new products
- Free shipping on orders through the VIP portal
- Monthly surprise rewards sent via email
- Best-price guarantee in the VIP portal
- Priority support
If you can't access the portal, contact support@puppeace.co.uk.
You can cancel your PupPeace Club membership online through our cancellation page:
Select your cancellation reason and follow the on-screen instructions. When asked for your email address, use the email address you used when placing your order.
If you have trouble cancelling, contact support@puppeace.co.uk.
Orders, Tracking & Delivery
Orders are usually processed and dispatched within 24 to 48 hours. Once your order has been shipped, you will receive a shipping confirmation email with your tracking number.
If you can't find your shipping confirmation, check your spam folder and make sure you're checking the email address used at checkout.
If you still can't find your tracking information, contact support@puppeace.co.uk with your full name and order number.
An order confirmation is automatically sent to the email address entered at checkout shortly after your purchase is completed.
If you can't find it:
- Check your spam, junk or promotions folder
- Search your inbox for "PupPeace"
- Make sure you're checking the email address used at checkout
- Allow a short time for the confirmation to arrive
Contact support@puppeace.co.uk with your full name and delivery address so we can locate your order.
Orders are usually processed and dispatched within 24 to 48 hours. Once your order has been shipped, you will receive a shipping confirmation with your tracking number by email.
Check your spam folder and search for "PupPeace".
If more than 48 hours have passed, contact support@puppeace.co.uk with your name and order number.
Orders typically remain in processing status for 24 to 48 hours while they are prepared, checked and packaged for shipping.
Once your order has been dispatched, the status will update and you will receive a shipping confirmation by email.
If your order has been processing for more than 48 hours, contact support@puppeace.co.uk with your name and order number.
Tracking updates are provided by the shipping carrier and may not appear immediately after dispatch.
It can take a few working days for the first update to appear. Tracking may also pause temporarily while the parcel is in transit between locations.
Most orders arrive within 5 to 10 working days after dispatch. Contact support@puppeace.co.uk with your order number if the delivery window has passed.
If your tracking shows that your parcel has been delivered, please check:
- Around your property and any designated safe places
- With other members of your household
- With neighbours or building reception
- The tracking page for delivery notes and delivery photos
Then contact the last-mile carrier directly, as they physically handled the delivery.
If you don't know which carrier delivered your parcel, contact support@puppeace.co.uk. We can provide you with the carrier name, your tracking number and their contact details.
Most PupPeace orders are delivered within 5 to 10 working days after dispatch. Occasional delays from the shipping carrier, customs processing, weekends or bank holidays can extend the delivery time.
If the expected delivery time has passed, contact the last-mile carrier directly. They can explain the delay, locate the parcel and provide an updated delivery estimate.
If you need help identifying the carrier, contact support@puppeace.co.uk.
Check your order confirmation as soon as possible to make sure your delivery address is correct.
If your order has not been dispatched yet, contact support@puppeace.co.uk immediately and provide:
- Your order number
- The incorrect address
- The full, correct delivery address
We will try to update the address before dispatch, but cannot guarantee this as orders are typically processed within 24 to 48 hours.
If the order has already been dispatched, the address can no longer be changed by PupPeace. You will need to contact the shipping carrier directly.
A delivery attempt means the carrier tried to deliver your parcel but could not complete the delivery. This can happen because:
- No one was available to accept the parcel
- The driver could not access the property
- The delivery address was incomplete or difficult to find
- A signature was required
If you need help identifying the carrier, contact support@puppeace.co.uk.
A parcel may be returned to sender if:
- The delivery address was incorrect or incomplete
- Multiple delivery attempts were unsuccessful
- The parcel was not collected from the carrier in time
- The recipient refused the delivery
If tracking shows the parcel is being returned, contact the carrier immediately. Depending on its current location, the carrier may be able to arrange redelivery.
If the carrier confirms they cannot deliver your parcel, send the carrier's reference number to our support team. After verification, we will arrange a free replacement.
Occasionally, a parcel may experience an extended delay or stop receiving tracking updates. This does not always mean it has been lost.
If your tracking has not updated for an extended period or the delivery window has passed, contact the shipping carrier directly to investigate the parcel's location.
If the carrier confirms your parcel is lost, send the carrier's reference number to our support team at support@puppeace.co.uk. After verification, we will arrange a free replacement.
Returns, Refunds & Replacements
We're sorry your item didn't arrive in perfect condition. Contact support@puppeace.co.uk and include the following:
- Your full name and order number
- A clear photo or video showing the damage
- A photo of the full item
- A photo of the packaging
Once the damage has been verified, we will arrange a free replacement.
We're sorry if you received a different item to the one you ordered.
Contact support@puppeace.co.uk and include the following:
- Your full name and order number
- A clear photo of the item you received
- A photo of the product packaging and any labels
- The name of the item you originally ordered
After verification, we will send you the correct item free of charge.
Some orders are shipped in separate parcels. Before contacting support, check your shipping confirmation to see if the missing item was sent separately.
If all parcels have been delivered and an item is still missing, contact support@puppeace.co.uk with:
- Your full name and order number
- The name of the missing item
- A photo of everything you received
- A photo of the parcel and shipping label
After verification, we will send the missing item free of charge.
Returns are accepted for eligible items (non-sale items) within 14 days of receiving your order.
For a return to be accepted, the item must be:
- Unworn and unused
- In the same condition as when received
- Returned in its original packaging
To start a return, contact support@puppeace.co.uk with your name, order number and the item you'd like to return. Wait for return instructions before sending the item.
Once your return has been received and approved, the refund will be issued to your original payment method.
Contact & General Help
You can reach the PupPeace support team by email:
Our team is available daily from 8am to 8pm, and we typically respond within 2 hours.
Please include your full name, order number and a clear description of your issue so we can help you without unnecessary delays.
Our support team is available daily from 8am to 8pm.
During these hours, we typically respond within 2 hours. Messages received outside of our hours will be answered as soon as the team is available.
Response times may be slightly longer during particularly busy periods, but every message receives a reply. To help us respond quickly, please include your full name, order number and any relevant details in your first email.
Our support team is available daily from 8am to 8pm and typically responds within 2 hours.
If you can't see our reply:
- Check your spam, junk and promotions folders
- Search your inbox for "PupPeace"
- Make sure you emailed support@puppeace.co.uk
- Check the inbox of the email address you contacted us from
If more than 2 hours have passed during support hours, reply to your original email. Avoid sending multiple separate emails about the same issue, as keeping everything in one thread helps our team assist you more efficiently.
If you entered an incorrect email address at checkout, your order may still have been placed successfully, but you may not receive order confirmation, tracking updates or VIP Club information.
Contact support@puppeace.co.uk and include the following:
- Your full name
- Your order number, if available
- Your delivery address
- The incorrect email address entered at checkout
- The correct email address you'd like to use
If your order included a VIP membership, correcting your email address will also ensure you can access the VIP portal with the right email.