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Contact us by email:

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Call us:
Monday - Friday: 9 am to 5 pm
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Frequently asked questions

Shipping & delivery
Complaints & returns
My customer account


You can view your order in your customer account.

If you wish to cancel your order (and have not been able to do so on our website in the allowable time frame), please contact the customer care team.

We cannot exchange items in place of an item already ordered. Please contact our customer service team, stating the wrong item:

Unfortunately, we are not able to offer samples, but we do have smaller packs to purchase on our website if you are wary of committing to a larger bag.

Shipping & delivery

The shipping costs are £4.99. For orders over £40, shipping is free of charge.

For more information, please click here.

Within UK: 1-3 working days (when ordered before 11.00am).

Please click here for more information.

As we try to dispatch all orders as quickly as possible, partial deliveries may occasionally occur.
If this is the case, you should have received more than one shipping confirmation. You can find the shipment number of the respective package in the shipping confirmation. If you have only received part of your order so far, please wait - the rest will come.
If this is not the case and an item is missing from your order, please send an email to and mention the missing item and order reference.

Unfortunately, a delivery address cannot be changed once the order has been placed.

Do you use PayPal? 

The billing address you provide is automatically also the delivery address.

Delivery is possible within UK only at this time. We have distributors in a number of countries which can be found here.

Our standard delivery frequency is every 6 weeks. However, you can adjust this to fit your pet's needs in the shopping cart.

The following intervals are available:

  • Every week or every:
  • 2 weeks
  • 3 weeks
  • 4 weeks
  • 5 weeks
  • 6 weeks
  • 8 weeks
  • 12 weeks
  • 16 weeks.

Note: You can find additional delivery intervals in your customer account.

Please follow these instructions:

  • Go to “my customer account”.
  • Click on the “My regular delivery” tab.
  • Then click on “more” and select “Change delivery interval”.

Please also check and adjust “Set next shipping date” according to your newly selected interval.

Note: A change to the delivery interval or termination of the subscription is possible up to 3 working days before an already planned regular delivery.


We offer the following payment options:

  • Debit / Credit Card (Visa or Master Card)
  • Google Pay
  • Apple Pay

We offer the following payment methods:

  • Credit Card (Visa or MasterCard)
  • Direct Debit

If there are any difficulties with the payment, you will be notified by email and asked to contact the payment provider's customer service to clarify the reason and, if necessary, resolve the issue.

Complaints & returns

Please send us one or more photos clearly showing both the damage and the affected item to:

If the reason for the complaint is damage to the lining, please attach a photo of it. This will make it much easier for us to process the complaint.

Email us at and provide photos (where appropriated). 

Please include photographs of the following:

✔ Batch number*.

✔ Best before date*.

✔ Visual conspicuities - if any.

*The batch number and the best-before date are printed on the product in a black line. For dry food and snacks often at the very top or in the lower third of the packaging, for wet food on the can lid or can bottom.

After receiving your complaint, our customer service will contact you and find a solution.

Please contact our customer service team to notify them of the item received

My customer account

1. Go to Login at the top of the page and then click on Account.

2. Click on Create Account and fill in all the fields, choose a secret password and confirm the details.

3. In your email inbox, you will find a confirmation email with the subject "Customer account confirmation".

4. Click on "Activate customer account" to confirm your email address.

• If you can't remember your password, you can reset it on the login page.

• Click on "Forgot your password" and enter the email address you used when you created your account.  

• We will then email you a link to reset your password. It may take a few minutes for the email to reach you.

• To do this, log into your customer account and select "My User Data".

• Here you have the option to edit your user account.

Please contact our customer service:


1. Enter your promotional voucher in the "Enter voucher code" field in the shopping basket.

2. Activate your voucher by clicking on "Redeem".

3. The purchase amount will then be reduced by the voucher value and confirmed by a message in the shopping basket.

Please note, a voucher cannot be redeemed after the order has been completed.

Please note the following:

• Vouchers cannot be combined with other vouchers or discounts.

• Vouchers are not valid on already reduced items, special offers, and discount prices.

• Vouchers are always subject to a minimum purchase value.

• Many of our vouchers will have an expiry date.

No, unfortunately only one voucher can be redeemed per order.

No, unfortunately no voucher can be redeemed after the order has been completed. Therefore, please check whether the voucher has been credited before completing the order.

Individual offer terms and conditions can be found on our offers terms and condition page. 

No, unfortunately, subscriptions cannot be combined with a discount code since you already receive a discount through this service. However, you can still use your coupon by placing to a one-time order.


The price for your subscription will only change if there is a price adjustment on a product(s) in your subscription. If this price change is £5 or more we will inform you before automatically sending your next order. If you do not want to accept this new price, you have the option to cancel the subscription. 

Please follow these steps:

  • Add your favourite Arden Grange products to your basket.
  • Go to your basket and check the box for "subscription".
  • Adjust the desired delivery frequency in the shopping cart.
  • Complete the order and receive your first regular delivery immediately.

If the subscription is not visible on the product page or in the basket. This means, that this item can not be included in a subscription order.

Yes, you can pause your subscription at any time.

Please follow these steps:

  • Go to "my customer account".
  • Click on the tab "My regular deliveries".
  • Select "More" under My regular delivery.
  • Click on "Change status" and then on "pause".

Note: Changing the delivery interval or cancelling the regular delivery is possible up to 3 working days before an already scheduled regular delivery.

Unfortunately, you cannot remove or modify items in your subscription order. Please end the current subscription in your customer account and simply create a new subscription with the desired items through our website.

Cancellation is possible up to 3 working days before your next delivery. 

Please follow these steps:

  • Go to "my customer account".
  • Click on the tab "My regular deliveries".
  • Select "More" under My regular delivery.
  • Click on "Change status" and then on "terminate".

Note: Changing the delivery interval or canceling the regular delivery is possible up to 3 working days before an already scheduled regular delivery.