Answers to the questions we are asked most often. If yours is not here, email contact@wellbrim.com and we will reply within 24 hours, Monday to Friday.
Delivery
How long does delivery take?
6–11 business days in total: 2–3 business days to process your order, then 4–8 business days in transit. Orders are sent from our overseas fulfilment centre, which is why delivery takes longer than next-day services. Full details are in our Shipping Policy.
How much is delivery?
Standard delivery is £8.00. Standard delivery is free on orders of £70.00 or more. The cost for your order is shown at checkout before you pay.
Where do you deliver?
We currently deliver to the United Kingdom only.
How do I track my order?
We email you a tracking number as soon as your order is dispatched. See Track Your Order.
Will I have to pay customs charges?
Our prices include VAT and we do not expect you to be asked for anything extra on delivery. If a carrier does ask you for a fee, contact us before paying.
Returns and refunds
Can I return my order?
Yes. You can return eligible items within 30 days of delivery, and there is no restocking fee. Email us first so we can send you return instructions. See our Refund & Return Policy.
Do you send a return label?
No. We do not include a return label in your parcel. You arrange your own tracked return postage. If the item is defective, damaged or incorrect, we refund your return postage cost.
What if my order arrives damaged or faulty?
Email us with your order number and a photo. We will send a replacement or refund you in full, and we cover the return cost.
How long does a refund take?
5–10 business days after we receive your return, to the payment method you used.
Products
Are your products for dogs or cats?
Both. Each product page says which pets and sizes the product suits, with exact dimensions and capacity. Please check these before you order, as sizing is the most common reason for returns of pet bowls and bottles.
My pet is drinking less than usual. Will your products help?
Our products are designed to make fresh water easier to offer – at a comfortable height at home, or on the go. They are not veterinary products and we cannot promise any effect on how much your pet drinks. A noticeable change in drinking is always worth a conversation with your vet.
Will the colour match the photos exactly?
Colours can look slightly different from the photographs because of lighting and screen settings.
How do I clean the products?
Care instructions are listed on each product page. As a general rule, wash bowls and bottles before first use and regularly afterwards with warm water and mild washing-up liquid.
Payment
Which payment methods do you accept?
Major debit and credit cards. The methods available for your order are shown at checkout. See our Payment Policy.
Is payment secure?
Our checkout is encrypted and payments are handled by our payment providers. We do not see or store your full card details.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Email us as soon as possible with your order number.
Contact us
Wellbrim
Email: contact@wellbrim.com
Address: 210 Brixton Hill, London SW2 1HE, United Kingdom
Phone: +44 7451 256428
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM UK time (Europe/London)
We respond to emails within 24 hours (Mon–Fri).
Weekend messages are answered on Monday.