Frequently Asked Questions
Here you'll find answers to some of the most common questions about shopping with Dog Desk Shop. If you can't find the answer you're looking for, please get in touch and we'll be happy to help.
What are your shop opening hours?
Our online shop is open every day from 8:00am to 11:00pm UK time.
Why can't I access the shop while using a VPN?
For security reasons, access to Dog Desk Shop may be restricted when using a VPN or proxy service. These measures help us protect our shop and customers from fraudulent activity and automated card testing attempts.
If you're a genuine customer and are unable to access the shop, please disconnect your VPN or proxy and try again. We appreciate your understanding while we work to keep our online shop secure.
How much is UK delivery?
We offer two tracked UK delivery options:
Standard Delivery — £4.50
Royal Mail Tracked 48
Express Delivery — £6.00
Royal Mail Tracked 24
You can choose your preferred delivery service at checkout.
How quickly will my order be dispatched?
We aim to dispatch all in-stock orders on the next working day after your order is placed.
Orders placed over weekends or on bank holidays will be dispatched on the next available working day.
Made to order items have different turnaround times, which will be stated on the product page.
How long do Get Dog Smart Breakaway Dog Safety Collars take?
Our Get Dog Smart Breakaway Dog Safety Collars are made to order and have a turnaround time of up to 7 days before dispatch.
Once your collar is ready, it will be sent using the Royal Mail delivery service you selected at checkout.
Please remember that choosing Royal Mail Tracked 24 does not reduce the made to order turnaround time.
Can I track my order?
Yes. Our UK orders are sent using Royal Mail tracked services. Once your order has been dispatched, you'll receive tracking information so you can follow its journey.
Do you deliver outside the UK?
At present, Dog Desk Shop delivers within the UK only.
We may introduce international delivery in the future.
Can I return an item?
Yes. Please see our Refund Policy for full information about returns, refunds and your rights as a customer.
If you have a problem with an order, please contact us and we'll be happy to help.
Where does the money from my purchase go?
Dog Desk Shop is the official online shop of Dog Desk Animal Action CIC.
Every purchase helps support our work protecting vulnerable dogs through veterinary care, food provision, education, advocacy and practical support in the UK and overseas.
By shopping with us, you're not only buying something you love — you're helping us continue our work for dogs in need.
Are you a Certified Social Enterprise?
Yes. Dog Desk Animal Action CIC is a Certified Social Enterprise, using trading income to support our social purpose and animal welfare work.
Are any of your products handmade?
Yes. Our Dog Desk Knits are individually handmade in Derbyshire using acrylic yarn made in the UK and finished with natural cork labels.
Because handmade products can occasionally require additional preparation time, please check the individual product description for any specific dispatch information.
What is Get Dog Smart?
Get Dog Smart Our Get Dog Smart is our exclusively licensed Breakaway Dog Safety Collars, which are made to order.
What is Kibble Club?
Kibble Club is part of our work helping provide food for vulnerable dogs. By supporting Kibble Club through Dog Desk Shop, you can help us keep bowls filled for dogs who depend on our support.
How can I contact you?
If you have a question about an order, delivery or anything else relating to Dog Desk Shop, please contact us at:
We'll be happy to help.