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Customer Help

If you can't find what you're looking for in the answers below, please get in contact with us directly!



What are your payment options?

You can pay your order via: Credit/Debit card (Visa, Mastercard, Maestro, American Express),

Are my payments secure?

Our website has been built to provide the best possible security. You're protected by full 256-bit encryption. We don't store any credit card details on our servers - so there's nothing for hackers to steal. Our site is continually updated and security tested every night. If you tick 'Remember my card details', we ask your bank for a special code that we can use to put transactions through in the future. This code only works for transactions between you and Omlet, and can't be used by a third party, making it safe for us to store on our servers.

How can I use a code?

To apply a promo code, you just have to enter it in the “Promotional Code” field in your basket. Please note you can only use one promo code at a time.

How do I sign up for coupon codes/sales/promotions?

We communicate our promotions via our newsletter and our social networks. Please follow us on Instagram, Faceboook and Twitter to find out about our discounts and competitions.

Where can I find my invoices?

Your invoice is sent by mail.

How to place orders?

You’re welcome to place orders on our UK page with £ currency.

Can I modify or cancel my order after I place it?

You can add or remove items from your basket at any time before your order has been confirmed.
If you need to modify your order or cancel it after that, please contact us as soon as possible.

Can I group same orders together?

If your orders haven’t been sent to our warehouses yet, please contact uswho will be happy to do this for you and process the refund of the extra delivery charges.

How do I know my order is confirmed?

Your order is confirmed as soon as it appears in your Account / My Orders page.
You will also be sent a confirmation email with an order reference number, as well as a summary of the items in your basket.
If you haven't received a confirmation email within 30 minutes or so, check your junk or spam folders. Some email providers are more severe than others and may automatically delete our emails if they believe they are spam.

How do I return something to you?

14 Day No Quibble Free Returns
-No restocking fees.
-No return charges from UK addresses.
-No quibbles.
If a product has been used with a pet then we would kindly ask you to clean the product before returning.

When will I receive my refund or replacement items?

We will organise a refund or replacement as requested by you as soon as we receive the items. Refunds will be made within 48hrs of receipt of the items to the original payment method . Please allow 10 working days for our warehouse to process the return and 3-5 working days for the payment to show on your account.

What will be refunded ?

Provided the products are returned to us within 14 days we will refund the full value as shown on your order of any returned products.

The product I received was incorrect or damaged .What can I do?

We are only happy if you are happy! If, despite all of our quality assurance checks, there is still a slight defect with your product, please contact us for assistance.
Don’t forget to send a picture of the product and defect in question – this will help us solve your problem as efficiently as possible!

Is your packaging recyclable?

Yes, all our packaging is recyclable.

Where are Brave Paws products made?

Brave Paws products are designed and tested over many years by our in house product development team at our headquarters in London. The products are made by our production teams in Europe (Poland,Bulgaria and Turkey) and dispatched to our customers from our warehouses in the UK.