Delivery Information
Delivery times may be delayed by 1-2 weeks due to COVID-19.
All orders placed on Vetsend before 8pm will be collected from our warehouse the same day. Deliveries within the UK are made by Hermes. Once your parcel has been dispatched from our warehouse, you will receive an email that includes a tracking link, allowing you to track your order as it is on its way to you. After dispatch, your parcel will be delivered to the specified address within 2-4 working days (Monday through Saturday).
Delivery Options
Delivery to Address
Deliveries within the UK are made by Hermes to the provided delivery address within 2-4 working days, subject to availability. Hermes delivers parcels from 9am to 5pm on Monday to Saturday. You will receive an email from Hermes with the expected time and date of delivery.
If you were not at home during the first delivery attempt, Hermes will make 2 more delivery attempts at another time. They will leave a card in the mailbox with the information of the next scheduled delivery moment. If you are not able to be at home during the next delivery attempt, you may also have the parcel delivered to a alternate address.
Please note: It is not possible to have your parcel delivered to a PO Box.
Change Delivery
Hermes offers you the possibility to change your delivery address after a first, unsuccessful delivery attempt.
Tracking a Delivery
After checkout, you will receive an email with all of the necessary details and a summary of your order. Once your parcel has been dispatched, you will receive a second email with a Hermes tracking link, which will allow you to track your order from the moment it leaves our warehouse until it reaches your front door. Finally, Hermes will send you an email or text message on the day of delivery with an indication of the time at which your parcel will be delivered.
What happens if the tracking link shows the parcel has been delivered but I cannot find it?
First of all, make sure the driver did not leave a note stating that your parcel has been delivered elsewhere (such as at your neighbours). If this is not the case, please contact our customer service team.
Delivery Charges
Orders under £59 have a delivery charge of £3.95 incl. VAT.
Orders over £59 qualify for free UK standard delivery*
*UK Mainland Only - Remote Area Surcharges apply.
International Delivery Information
It is possible to have your parcel delivered to an address outside of the UK. Our international delivery charges are calculated in the shopping basket, based on the number of parcels needed to dispatch your order and the delivery address. A delivery surcharge is incurred for deliveries to remote areas, both internationally and in the UK. Please refer to the delivery table below for our delivery charges and remote area surcharges, per parcel, based on the country your order is being delivered to.
International Delivery Charges:
| Country | Delivery Charge | Remote Area Surcharge |
|---|---|---|
| NL | Free* | Free* |
| BE | Free* | Free* |
| DE | Free* | Free* |
| AT | Free* | Free* |
| UK | Free** | £7.50**** |
| FR | Free*** | £7.75**** |
| LU | £8.95 | - |
| IT | £15.50 | £14.50 |
| ES | £15.25 | £28.95**** |
| DK | £6.50 | £7.75**** |
| SE | £15.50 | £9.25 |
| HU | £22.5 | - |
| SK | £15.50 | - |
| SI | £15.50 | - |
* Orders under £49 - delivery charge: £3.95 | Free delivery on orders over £49.
** Orders under £59 - delivery charge: £3.95 | Free delivery on orders over £59
*** Orders under £59 - delivery charge: £6.95 | Free delivery on orders over £59.
**** Unfortunately we do not deliver to the following remote areas: Jersey and Guernsey in the UK, Greenland and the Faroe Islands in Denmark, Monaco, French Overseas Departments & Territories (DOM/TOM) and the Canary Islands in Spain.
The definitive delivery charge will be stated on the confirmation page in the shopping basket, prior to completion of the order.
Delivery Times
Orders placed on working days before 8pm and paid for using PayPal, credit or debit card will be dispatched the same day, subject to availability. Your parcel will be delivered within 2-4 working days at the provided address. If (part of) your order is not in stock, your order will generally be dispatched within two working days. We aim to dispatch all orders within the estimated dispatch time stated on each individual product page, such as "Orders before 8pm are dispatched in one working day" or "Estimated dispatch in 5 working days".
Normally, we do not split up items in one order but dispatch it once it is complete. If one or more items have an extraordinarily long delivery time, we will split the order into two shipments. If this is the case we will inform you about the order being dispatched in separate shipments.
Delivery during Bank Holidays
Please allow for extra time during bank holidays. Orders placed on the following dates will be processed as follows:
| Date | Order Processing |
|---|---|
| New Year’s Day 1 January 2021 | Orders placed after 8pm on Thursday 31 December through Friday 1 January will be processed on Sunday 3 January** |
| Good Friday 2 April 2021 | Orders that were supposed to be delivered on 2 April will now be delivered on 6 April |
| Easter 5 April 2021 | Orders placed after 8pm on Saturday through Monday will be processed on Tuesday. |
| Kingsday (NL) 27 April 2021 | Orders placed after 8pm on Monday will be processed on Wednesday* |
| Ascension Day 13 May 2021 | Orders placed after 8pm on Wednesday will be processed on Friday* |
| Whitsun* 23-24 May 2021 | Orders placed after 8pm on Saturday through Monday will be processed on Tuesday* |
| Spring Bank Holiday 31 May 2021 | Orders placed after 8pm on Saturday through Monday will be processed on Tuesday* |
| Summer Bank Holiday 30 August 2021 | Orders that were supposed to be delivered on 30 August will now be delivered on 31 August |
| Christmas & Boxing Day (substitute days) 27-28 December 2021 | Orders that were supposed to be delivered on 27 & 28 December will now be delivered on 29 December** |
| New Year’s Day 01 January 2022 | Orders placed after 8pm on Friday will be processed on Monday 3 January** |
*Please note: These dates are bank holidays in The Netherlands, during which our office and warehouse will be closed.
**Please take into account that our carrier service may suffer unexpected delays around the holidays due to high parcel volumes and weather.