Delivery & Returns

How to Order

You can place your order online at any time or telephone it through to us, our lines are open every day 10am to 5pm. After your order is placed, you can opt to collect in store or have it delivered. The more notice you give us the better if you need any clarification or assistance, please call us as we are here to help you.

Unit Opening Hours

Our unit is available for browsing and collection of online orders. If you need to arrange a collection outside of usual opening hours please contact: Tel: 07775710027 Email: info@rawpaws.net

Mon: 10am - 5pm
Tues: 10am - 5pm
Wed: 10am - 5pm
Thurs: 10am - 8pm
Fri: 10am - 5pm
Sat: 10am - 5pm
Sun: 11am - 1pm

We are closed on public holidays.  

Deliveries

Orders over £25.00 to delivery area 1 are FREE of charge, orders to delivery Area 2 have a mimunim order spend of £40 and incur a small delivery charge of £4.00 per drop.

If you are ordering single products in bulk (+5 boxes), we would advise you to place your order at least 10 days in advance of your delivery date to allow us to ensure it is in stock.

Delivery Area 1 postcodes:

AL1 to AL10 inclusive
EN2, EN4, EN5 to EN8 inclusive, EN10
SG1 to SG19 inclusive
WD6;WD7

Delivery Area 2 postcodes:

WD3;WD4;WD5;;WD17;WD18;WD19;WD23;WD24;WD25;
EN1, EN3, EN9
HP1 to HP4 inclusive
LU1 to LU4 inclusive
CM19

Delivery Days
In order to avoid disappointment we have put together a rota to show the day we will be delivering each week to a particular postcode. Please ensure you place your order by at least 2pm on the day of delivery to guarantee it will be included in the drop.

Monday 
WD3 to WD7 
WD17 to WD19 
WD23 to WD25 
HP1 to HP4
LU1 to LU4
AL1 to AL5
SG4

Tuesday
AL4 (South), AL6 to AL10
EN6

Wednesday
EN1 to EN10
SG10 to SG14
CM19

Thursday 
SG1 to SG3;SG5 to SG9
SG15 to SG19

For customers who live in WGC, Hatfield and the local surrounding area, we endeavour to deliver on a daily basis after the store closes.

Delivery Radius

Our delivery vans will be delivering on a weekly basis to areas within a radius of 15 miles of AL7. If you live just outside the distribution areas, please contact us on 01707 952160 to find our more information on delivery and how we can help.

If you're not home...

If you are home when RawPaws attempts delivery, we can leave the goods in a safe place, however we will not be liable for any damage that may be caused to the product. The consumer must provide written consent for us to leave the order in a safe place. If we are unable to deliver the goods, we will contact the consumer to reschedule the delivery on the next available run in the area.

Delivery delays and other issues

If for any reason the consumers order was not delivered, they must contact RawPaws within 24 hours. This can either be in writing or by telephone, where the consumer should provide use with their order information. We will investigate the reason and respond within 24 hours. If we unable to find a reason why the goods were not delivered, we will consider it to be lost and provide a refund or we will arrange another delivery. 6.5 We shall not be liable for the non-performance of any aspect of order delivery arising from circumstances beyond our control.

To ensure that RawPaws works to the highest standard, we recommend that orders should be received by 9am at least 1 working day prior to the expected delivery date. RawPaws is not responsible for delays outside our control.

Cancellation 

Orders can be cancelled up to 24 hours prior to the day of dispatch. For the cancellation to be valid, the consumer will need to email RawPaws with their order reference number and RawPaws will refund any monies paid within 28 days. 

​Returns

In order to protect the integrity and high standards of our frozen products, RawPaws regret that we are unable to accept returned orders for frozen products once they have left our premises or have been delivered unless the consumer notify us within 24 hours of the purchase or delivery of a problem with the product. 5.3 RawPaws strongly advise that the consumer check the products before they leave our store or on delivery, as once they have left our premises, the consumer will not be entitled to a refund. This cancellation policy does not impact the consumers legal rights.