Shipping & delivery
Where do you ship?
Right now we ship to the United States and Canada. South Africa shipping is temporarily paused while we finalize a supplier we trust for local delivery — we'll announce it here as soon as it's back.
How long will my order take?
Orders are processed within 1–2 business days, then typically arrive within 7–15 business days of shipping, depending on your location. You'll get a confirmation email when you order and a tracking number once it ships.
How much does shipping cost?
Shipping is free on every order to the US and Canada.
Returns & refunds
What's your return policy?
You can return most items within 30 days of delivery, as long as they're unused, in their original packaging, and in the condition you received them.
Can I exchange an item instead?
We don't offer direct exchanges. If you'd like a different size, color, or product, return your item for a refund and place a new order.
How do I start a return?
Email us at FernwellStore13@gmail.com with your order number and the reason for the return, and we'll get back to you with instructions within 1–2 business days.
When will I get my refund?
Once we receive and inspect your return, approved refunds go back to your original payment method within 5–10 business days. You're responsible for return shipping unless the item arrived damaged or defective.
My order arrived damaged or wrong — what now?
Contact us within 7 days of delivery with a photo of the item, and we'll send a replacement or a full refund at no cost to you.
Is anything non-returnable?
For hygiene reasons, opened pet food, treats, and other consumable items can't be returned unless they're defective.
Payment
What payment methods do you accept?
We accept major cards (Visa, Mastercard, American Express, and Maestro) via Yoco, as well as PayPal.
What currency are prices shown in?
All prices on the site are in South African Rand (ZAR).
Orders
Can I change or cancel my order?
Email us as soon as possible at FernwellStore13@gmail.com and we'll do our best to help — but once an order has started processing we may not be able to change or cancel it.
I didn't get an order confirmation email — what should I do?
Check your spam or promotions folder first. If you still can't find it, contact us and we'll confirm your order was received.
Contact
How do I reach a real person?
Email FernwellStore13@gmail.com or use our Contact page — you'll always hear back from a real person, never a bot.