Shipping policy

Last updated: March 2026

At Ashcroft, we know how much you care about your dog's comfort, and we treat every order with the same level of care. This page covers everything you need to know about how we ship, how long it takes, and what to do if something goes wrong.

Processing Your Order

Once your order is placed, our team processes it within 1 to 2 business days. Orders placed on weekends or UK bank holidays will begin processing on the next working day. You will receive a confirmation email as soon as your order is placed, and a second notification once your order has been dispatched.

UK Standard Shipping

Delivery Time: 4-8 Business Days

All UK orders are shipped with tracked delivery, so you can follow your parcel every step of the way. Once dispatched, you will receive a tracking number via email. Please allow up to 24 hours for tracking information to update after your dispatch notification.

We currently ship to all mainland UK addresses. For deliveries to the Scottish Highlands, Northern Ireland, the Channel Islands, and other remote areas, please be aware that delivery may fall toward the longer end of the estimated window.

Will I Receive Tracking?

Yes, every single order comes with full tracking. After dispatch, you will receive an email containing your tracking number and a direct link to monitor your delivery. If you have not received tracking details within 3 business days of placing your order, please check your spam folder first, then reach out to our support team and we will get it sorted straight away.

Missing or Lost Parcels

Parcels are occasionally delayed in transit, but if your order has not arrived within 10 business days of your dispatch notification, please contact us at hello@tryashcroft.com with your order number. We will open an investigation with the courier and work quickly to resolve the issue, whether that means a replacement shipment or a full refund.

Please note that once a parcel has been marked as delivered by the courier, we are unable to take responsibility for parcels left in a safe place or collected by another person at the delivery address.

Wrong Address

Please double check your delivery address at checkout. We are unable to redirect parcels once they have been dispatched. If you notice an error immediately after placing your order, contact us as quickly as possible at hello@tryashcroft.com and we will do our best to update it before it ships.

Returns and Exchanges

We want you and your dog to be completely happy with your purchase. If for any reason you are not satisfied, please visit our Returns Policy page or contact us directly. Under UK consumer law, you have the right to return most items within 14 days of receipt.

Contact Us

If you have any questions about your order or our shipping process, our team is happy to help.

Email: hello@tryashcroft.com Response time: within 24 hours, Monday to Friday