Terms of service

These Terms and Conditions apply to your use of fellowtail.shop and to orders placed with FELLOWTAIL through this website. Please read them carefully before placing an order.

Nothing in these Terms and Conditions excludes or limits any statutory rights that cannot lawfully be excluded or limited.

1. About FELLOWTAIL

FELLOWTAIL operates fellowtail.shop and supplies products to customers within the United Kingdom.

FELLOWTAIL
5 The Village
Charlton Road
London
SE7 8UG
United Kingdom

Email: support@fellowtail.shop

Further contact information is available on our Contact Us page.

2. Using Our Website

You may use this website for lawful personal shopping and to obtain information about FELLOWTAIL and our products.

You must not misuse the website, attempt to interfere with its operation, introduce malicious code, attempt unauthorised access, or use the website for unlawful or fraudulent purposes.

3. Product Information

We take reasonable care to present product information accurately. Product-specific information may include composition, net quantity, intended animal, life-stage information, feeding guidance, storage instructions, warnings and other relevant details where applicable.

Please read the individual product page and the information supplied on the product packaging before purchase and before feeding the product. Instructions and suitability information may differ between products.

Product images are intended to represent the relevant product, but minor differences in appearance, presentation or packaging may occur where they do not materially change the product you have ordered.

If there is a material discrepancy between a product you receive and its description, please contact us.

4. Pet Treats and Feeding Information

Where a product is sold as a complementary feed or treat, it should be used in accordance with the product-specific information supplied with that product.

Always follow the feeding and storage instructions provided for the individual product. Do not assume that instructions for one FELLOWTAIL product apply to another.

Where appropriate, ensure your pet has access to fresh drinking water. If you are uncertain whether a particular product is suitable for your pet's individual dietary or health needs, seek advice from an appropriately qualified veterinary professional.

Further general information is available in our Feeding and Storage Guide and Product Information and Safety page.

5. Placing an Order

Please check your order carefully before submitting it. You are responsible for providing accurate contact, delivery and payment information.

After you submit an order, you should receive an electronic acknowledgement using the contact information provided at checkout.

We may contact you if there is a genuine problem with an order, including an issue concerning payment authorisation, product availability, delivery information or an obvious error in the listing.

6. Product Availability

Products are offered subject to availability. We take reasonable steps to keep availability information current, but an item may occasionally become unavailable after an order is submitted.

If we cannot supply an ordered product, we will contact you and take the appropriate steps regarding any payment already made for the unavailable item.

7. Prices

Prices are displayed in pounds sterling (GBP).

The product price and any applicable delivery charge will be shown before you complete checkout.

We take reasonable care to display accurate prices. If we discover an obvious pricing error before fulfilment, we may contact you to explain the error and, where appropriate, give you the opportunity to proceed at the correct price or cancel the affected order.

Further payment information is available in our Payment Policy.

8. Payments

Available payment methods are displayed during checkout. Payment options may vary depending on the device, provider and checkout eligibility.

Payments may be subject to authorisation, authentication and fraud-prevention checks by the relevant payment provider.

If payment cannot be authorised or completed, the order may not be successfully placed or processed.

9. Delivery

FELLOWTAIL currently accepts orders for delivery within the United Kingdom, subject to the delivery options available for the destination entered at checkout.

Orders are usually processed within 1–2 working days, Monday to Friday, excluding UK bank holidays.

Our standard delivery service is Royal Mail Tracked 48. After dispatch, carrier transit usually takes a further 2–3 working days. The normal overall estimated delivery window is therefore approximately 3–5 working days.

Delivery dates and timeframes are estimates and are not guaranteed.

Standard tracked delivery costs £3.99. Qualifying orders of £50 or more receive free standard tracked delivery.

Please see our Shipping Policy for full delivery information.

10. Tracking

Tracking becomes available after dispatch once tracking information has been issued. Carrier updates may not appear immediately after a parcel is handed to Royal Mail.

Track Your Order

11. Cancellations

If you wish to cancel an order before dispatch, contact support@fellowtail.shop as soon as possible.

We will try to stop the order before fulfilment or dispatch, but this cannot be guaranteed once processing has begun.

This operational cancellation process is separate from any statutory cancellation rights that apply to your purchase.

Please read our Cancellation Rights page for further information.

12. Returns and Refunds

To start a return or report a problem with an order, contact support@fellowtail.shop.

Different rules may apply depending on whether a return concerns a change of mind, an opened or unsealed edible product, a faulty product, damage, an incorrect item, suspected spoilage or another issue.

Nothing in these Terms and Conditions removes your statutory rights in relation to goods that are faulty, unsafe, damaged, incorrectly supplied, misdescribed or otherwise do not conform to the contract.

Please read our Returns and Refunds Policy before sending anything back.

13. Product Safety Issues

If you reasonably suspect that a food product is spoiled, contaminated or otherwise unsafe, stop using it and contact us.

Do not taste or consume a product that you suspect may be unsafe. Where safe to do so, retain the product and packaging while the matter is being assessed.

We may reasonably request information such as your order number, product name, batch or lot information, best-before details, a description of the issue and photographs where these would assist an investigation.

We will provide appropriate instructions concerning return, temporary retention or safe disposal according to the circumstances.

14. Product Recalls and Withdrawals

If a product supplied by FELLOWTAIL becomes subject to a safety recall or withdrawal, affected customers should follow the specific instructions issued for that product.

Recall or withdrawal instructions may differ from our normal returns procedure where this is appropriate for product safety.

15. Intellectual Property

The FELLOWTAIL name, branding, website content, original text, graphics and other materials appearing on this website are protected by applicable intellectual property rights where such rights apply.

You may use the website for your personal, non-commercial shopping purposes. You must not reproduce, distribute, commercially exploit or misrepresent protected FELLOWTAIL content without permission or another lawful basis.

16. Third-Party Services and Links

Our website may use or link to services operated by third parties, including services involved in payments, delivery, order tracking or other website functions.

Third-party websites and services may operate under their own terms and privacy practices. We are not responsible for content on an unrelated third-party website merely because our website contains a link to it.

17. Our Responsibility to You

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these terms is intended to exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

These terms are not intended to remove or reduce the mandatory rights and remedies available to consumers under applicable law.

18. Events Outside Our Reasonable Control

Circumstances outside our reasonable control may occasionally affect website availability, fulfilment or delivery. Examples may include carrier disruption, severe weather, infrastructure failures or other events that we could not reasonably prevent.

Where an order is affected, we will take reasonable steps appropriate to the circumstances and any applicable consumer rights.

19. Privacy and Cookies

Information about how personal data is handled is available in our Privacy Policy.

Information about cookies and similar technologies is available in our Cookie Policy.

20. Changes to These Terms

We may update these Terms and Conditions where reasonably necessary, for example to reflect changes to our operations, website, products or legal requirements.

The terms applicable to an order will not be retrospectively changed in a way that removes rights already arising from that order.

21. Governing Law

These Terms and Conditions are governed by the applicable laws of the United Kingdom, subject to any mandatory consumer protections and jurisdictional rights that apply to you.