Ordering Information  5

• How do I create a bitiba customer account?
• Can I order as a guest?
• Is there a minimum and maximum order value?
• Is a printed invoice included in my delivery?
• Is your website secure?

Payment  5

• Which payment methods do you offer?
• How do I select or change my payment method?
• My credit card/debit card payment failed – what should I do?
• My PayPal payment failed – what should I do?
• I've received a payment reminder even though I've paid for my order

Order Status  3

• Will I receive an order confirmation?
• How will I know when my order has been dispatched?
• How can I track my order?

Changes & Cancellation  3

• Can I make changes to my order or delivery address?
• Can I cancel my order?
• Can I combine several orders?

Subscribe & Save 4

• How does Subscribe & Save work?
• How do I set up Subscribe & Save?
• How can I modify or cancel my Subscribe & Save order?
• Will I be notified before my next Subscribe & Save order is dispatched?

Delivery Information  6

• Do you offer free delivery?
• Can I choose the delivery partner?
• Can my order be dispatched on a specific day?
• Can I select a pickup point as a delivery address?
• What if I am not at home when my parcel is delivered?

See all 6 articles

Parcel Tracking  3

• When will my parcel be dispatched?
• How can I track my parcel?
• My parcel has been dispatched but tracking is not available

Delivery Issues  6

• My parcel/product is damaged
• Has my parcel got lost?
• I haven't received my parcel, even though the tracking status is "delivered"
• Part of my order is missing
• I have received the wrong goods

See all 6 articles

Product Information  6

• The product I want is sold out. Can I still order it?
• I can't find the product I want to order
• I have a specific question about a product
• How do I find out about your current offers?
• How long are your offers available for?

See all 6 articles

Product Issues  4

• The product is not as expected
• My pet doesn't like the food
• The product has stopped working
• The supplier is recalling the food I use

Returns 5

• How do I return an item?
• Can I exchange my product for a different size/type/colour?
• Is there a time limit for returns?
• I've returned an item – what happens next?
• I have returned an item but it has not yet been refunded

Claims 1

• What’s your complaint handling process?

Right of Withdrawal  2

• Right of Withdrawal
• Withdrawal Form

Coupons & Promotions  4

• How do I redeem a coupon/voucher?
• Spend & Save discount - how does it work?
• I can't redeem my coupon/voucher
• The discount has not been applied

Newsletter  3

• How do I subscribe to your Newsletter?
• How do I unsubscribe from the Newsletter?
• I have subscribed to your Newsletter but I haven't received anything

Loyalty Programme 1

• bitiba Stamp Card – how does it work?

My account 9

• What are the advantages of a bitiba customer account?
• How do I create a bitiba customer account?
• How can I change or reset my password?
• How do I change my email address?
• Where do I find my personal details and how can I change them?

See all 9 articles

Terms & Conditions  4

• Terms & Conditions
• Which payment methods do you accept?
• Prices & Shipping Charges
• Can I withdraw from my order?

Privacy 1

• Privacy & Data Protection

Data & Usage   5

• What are cookies and why do I need them?
• I getting an error message on your website – what should I do?
• Free bitiba App for Android
• Free bitiba App for iOS
• I am getting an error in the app