FAQ's

To access your account, please follow these steps: 1. Visit our website: www.bugalugspetcare.com 2. Login: Click the “my account” or “login” icon located at the top right corner of the homepage (Desktop) or left side navigation bar (Mobile). 3. Enter Details: Enter your registered email address and password in the provided fields. 4. Access your account: Once logged in, you will now have access to account where you can view your order history, update your personal information and manage your preferences. If you have any issues completing the above steps, please reach out to our customer support team: support@lakelandcosmetics.co.uk to get help from a member of our team.

Creating on account on our website is simple: 1. Visit our website: www.bugalugspetcare.com 2. Sign up: click the “signup” icon in the top right of the home page (desktop) or Left side navigation bar (mobile) and click the “register” button. 3. Register: Enter your Name, Email Address and Password in the fields provided 4. Confirmation: You will then receive a confirmation email and will then be able to access your account whenever you like. If you have any issues completing the above steps, please reach out to our customer support team: support@lakelandcosmetics.co.uk to get help from a member of our team.

Once you've made your purchase, you should receive an automatic confirmation email. If you haven't received it, please check your spam folder or any other email addresses you've used to register. You can also view your order history and check for current orders in your online account. If you still can't find your confirmation email, please contact our customer service team at support@lakelandcosmetics.co.uk. Please include your full name within the email, and our customer service will be able to help.

If you suspect that your product is faulty, kindly reach out to our customer service team at support@lakelandcosmetics.co.uk Please provide details about the issue, including your order information and any relevant details such as photos of the product at fault.

Unfortunately, once orders are placed, we are unable to accommodate cancellations due to our inventory and order processing system. However, we can sometimes facilitate a refund, if necessary, although this may involve associated costs. We kindly ask you to review your order carefully during checkout. Should you encounter any issues, please contact our support team at support@lakelandcosmetics.co.uk. Thank you for your understanding.

Please send a photo of the received item to support@lakelandcosmetics.co.uk along with your order confirmation. Our customer service team is available Monday through Friday, from 8 AM to 4:30 PM. Please note that due to the volume of emails we receive, it may take up to 48 hours to receive a response, and longer over weekends. Thank you for your understanding.

Please send a photo of the received items to support@lakelandcosmetics.co.uk along with your order confirmation. Our customer service team is available Monday through Friday, from 8 AM to 4:30 PM. Please note that due to the volume of emails we receive, it may take up to 48 hours to receive a response, and longer over weekends. Thank you for your understanding.

You can purchase Bugalugs products on our website, our Amazon store, or from over 3000 independent retailers and major stockists such as Pets at Home, Asda, and others. For details on where to find us, please check our stockist map at: https://bugalugs-pet-care.myshopify.com/pages/stockists.

We currently accept payments via credit or debit cards, Apple Pay, Google Pay and PayPal.

Yes, once you have purchased from our website, you will automatically receive an email containing your invoice. If you do not receive this email, please reach out to support@lakelandcosmetics.co.uk with your name and any other relevant details, and our team will assist you.

Unfortunately, we do not offer this payment method at this time. We apologise for any inconvenience this may cause.

Unfortunately, you cannot use multiple discount codes at once. However, during promotional periods, this policy may change and will be clearly advertised.

To apply a discount code, simply add the items you wish to purchase to your shopping cart. Once you have finished shopping, proceed to the checkout page. Before finalizing your purchase, you will see a field labelled "Discount Code" or "Promo Code" in your checkout bag. Enter your discount code into this field and click "Apply." The discount will be deducted from your total order amount, and you can then proceed with the payment process. Please make sure to double-check the code for any errors and ensure that it is still valid. Some discount codes may have specific terms and conditions or expiration dates. If you encounter any issues or your code does not apply correctly, feel free to contact our customer service team for assistance at support@lakelandcosmetics.co.uk. They will be happy to help you resolve any problems and ensure you receive your discount if it is still within the promotional period.

Yes, you can track your order. After purchasing your items on our website, you will receive a confirmation email that includes a tracking number.

Our items typically take 2-4 days for delivery. However, during busy periods and considering our fulfilment hours (8 AM – 4:30 PM, Monday to Friday), we kindly ask that you wait 6 days from the date of your order before contacting our customer response team at support@lakelandcosmetics.co.uk. For residents of the Isle of Scilly, Isle of Man, Channel Islands, Scottish Highlands, Isle of Wight, and Northern Ireland, please note that delivery may take an additional 2 days under the ‘2 Day Offshore’ carriage service.

Unfortunately, we do not currently offer international delivery on our website. However, you can check our Amazon stores and stockist map, as we do offer a selection of products globally through these channels.

Our items typically take 2-4 days for delivery. However, during busy periods and considering our fulfilment hours (8 AM – 4:30 PM, Monday to Friday), we kindly ask that you wait 6 days from your order date before contacting us. After this period, please email our customer support team at support@lakelandcosmetics.co.uk. Make sure to include your order number, name, and any other relevant details so we can provide the best support possible.

While we cannot guarantee changes, please email support@lakelandcosmetics.co.uk as soon as possible. If the order hasn't been shipped, we may be able to amend it. However, due to our fast-paced environment, this is unlikely. Therefore, please double-check all information entered at checkout. We are not responsible for incorrect information provided. If your address is incorrect and you do not contact us before the item is shipped, you will need to wait for the package to return to our warehouse before we can resend it.

If you're not home to receive your order, the delivery carrier will leave a notice with options for next steps. Typically, they'll attempt redelivery, leave the package in a safe location, or provide instructions for pickup at a nearby facility. You can often reschedule delivery or arrange to pick up your package using the details provided on the notice. For further assistance or specific instructions, please contact our customer service team at support@lakelandcosmetics.co.uk. We're here to help ensure you receive your order smoothly.

Yes, you can return your order as long as the product is unopened and undamaged. Within 14 days of receiving your goods, please contact Lakeland Cosmetics Ltd on support@lakelandcosmetics.co.uk in writing using the contact details provided. After that, you must return the items within 14 days, giving you a total of 28 days for the return process. Once we receive the returned goods at our warehouse, they will be inspected. If they are in acceptable condition, a refund will be issued within 14 days of receipt.

Unfortunately, we do not offer free returns, and you will be responsible for any return shipping costs. For assistance, please email support@lakelandcosmetics.co.uk, and our customer service team will be happy to help. If you purchased your product through our TikTok or Amazon channels, please follow the return procedure on their respective sites. This also applies to any other retailer or stockist that carries our items.

To return an item purchased through our TikTok shop, start by visiting the TikTok app and navigating to your order history in the TikTok Shop section. Locate the item you wish to return and select the option to initiate a return or refund. Follow the prompts provided by TikTok to complete the return request. TikTok will then provide specific instructions for returning your item, including any necessary shipping labels and the return address. If you need further assistance, please contact our customer service team at support@lakelandcosmetics.co.uk, and we will be happy to help guide you through the process.

If you purchased a product from our Amazon store, you would need to process the return through Amazon. Log in to your Amazon account and go to the "Your Orders" section. Locate the item you wish to return and select "Return or Replace Items." Choose the reason for your return from the available options. Follow the prompts to complete the return request. Amazon will provide specific instructions, including how to print a return shipping label and where to send the item. If you need further assistance, please contact our customer service team at support@lakelandcosmetics.co.uk, and we will be happy to help.

If you purchased items from one of our stockists, they would need to handle your refund request, depending on whether you purchased the product in-store or online. Please note that we are unable to process returns for products that were not purchased directly from our website. If any issues to occur, please email our customer service support team at support@lakelandcosmetics.co.uk who will be happy to help.

Unfortunately, we are unable to process exchanges for customer errors due to specific restrictions. Products that have had their hygiene strip or seal removed, or those with broken seals for health and hygiene reasons, cannot be returned. However, if there was an error on our part, we may consider arranging an exchange. For assistance with any concerns, please contact our support team at support@lakelandcosmetics.co.uk.

Refunds will be processed 14 days after the goods are received at our warehouse. Our customer support team will reach out to confirm and provide additional information. Should you encounter any issues before then, please contact us at support@lakelandcosmetics.co.uk.

Yes, you can return part of your order. Please ensure you follow our Return Policy for specific guidelines and instructions. This will help you process your return smoothly and ensure that you meet all necessary conditions for a successful return.

If you have received your return and it is not what you expected, please contact our Customer Service team immediately on support@lakelandcomsetics.co.uk Provide them with your order details and a description of the issue. Our customer service team is available Monday through Friday, from 8 AM to 4:30 PM. Please note that due to the volume of emails we receive, it may take up to 48 hours to receive a response, and longer over weekends. Thank you for your understanding. We will work with you to resolve the matter as quickly as possible.

No, unfortunately we do not offer partial refunds if an item goes on sale after you have placed your order. Our prices are final at the time of purchase.

You can contact our customer service team at support@lakelandcosmetics.co.uk. Our customer service team is available Monday through Friday, from 8 AM to 4:30 PM. Please note that due to the volume of emails we receive, it may take up to 48 hours to receive a response, and longer over weekends. Thank you for your understanding.

No, unfortunately, we do not have a physical store. However, our products are available at many stockists, including major retailers and pet specialist stores like Pets at Home and Asda. For more information on where to find our products, please check our website map for a list of available stockists.

You can complete the review form on each product page to share your feedback. If you encounter any problems or have additional comments, please feel free to email us at support@lakelandcosmetics.co.uk. Thank you for helping us improve! What should I do if I encounter an issue with your website? If you encounter any issues with our website, please contact our customer support team for assistance. You can reach us at support@lakelandcosmetics.co.uk. We're here to help resolve any issues you may have.

For guidance on selecting the right product for your pet, please refer to the detailed information provided on each product listing. This includes ingredients, suitable age groups, benefits, and more. If you require further assistance or cannot find the information you need, our customer response team is here to help. Feel free to contact us with any inquiries at support@lakelandcosmetics.co.uk. We are dedicated to ensuring you find the best solution for your pet's needs.

You can find information about the suitable age for our products on each product page and on the back of the bottle. If you have any trouble finding this information or have specific questions, please don't hesitate to contact our customer support team at support@lakelandcosmetics.co.uk. We're here to assist you with any inquiries you may have regarding our product suitability.

All usage information, including frequency of use, can be found on the product listing page under 'how to use' as well as on the back of our bottles. While most products in our grooming range are suitable for frequent use due to their gentle formulas, our supplements range may have specific usage instructions depending on the supplement. Please always read the 'how to use' guide on the website or back of the bottle before using any of our products. If you have any issues finding the correct information or any other queries, please feel free to contact our customer service team on support@lakelandcosmetics.co.uk. They will be happy to assist you with any questions you may have.

Yes, we offer a range of products specifically designed for sensitive skin, which can be filtered on our product category / product pages. However, we always recommend consulting your vet if your pet has any underlying health conditions to ensure that our products are safe for use. All the necessary product information, including ingredients, can be found on the product listing page. This ensures transparency and allows you to make informed decisions about which products are suitable for your pet's needs. If you have any questions about specific products or any other general inquiries, please contact our customer service team at support@lakelandcosmetics.co.uk.

No. All our products are tested on humans not on animals.

To find more information about specific ingredients in our products, you can check the product listing and the back of the bottle. We believe in 100% transparency for our customers, ensuring that you always have access to the ingredients list for any product. This allows you to make informed decisions that meet your pet's needs, as you know your pet better than anyone else. If you're unable to find the information you're looking for, please don't hesitate to reach out to our dedicated customer response team at support@lakelandcosmetics.co.uk. They are available to assist with any inquiries you may have.

If your pet experiences a reaction that you suspect may be due to one of our products, please reach out to our customer service team at support@lakelandcosmetics.co.uk. It's important to provide as much detail about the situation as possible, including any photos if available. If your pet is having a serious reaction or if you believe it's a medical emergency, please prioritize consulting your vet first. Your pet's health and well-being are our utmost priority, and we're here to support you through any concerns you may have.