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FAQs

Where can I see my previous orders?

You can view your previous orders in the My Account Section (located in the top menu bar).

Just log in to your account, click on the My Account Section and you will be taken to your dashboard

Click on My Orders and you will see all your completed and cancelled orders. You can also see specific orders in more detail by clicking on View Order and Reorder past orders using the Reorder link.

By clicking this link you will be taken to your basket which will contain the items from your chosen past order. From here, you can either proceed to checkout or continue shopping.

 

How can I change my account information?

Details such as your billing and delivery addresses, email address, telephone number and so on, can be changed in the My Account section

Just log in to your account, click on the My Account Section and you will be taken to your dashboard. 

Here you will see links to various areas such as Account Information where you can change your name, your email and reset your password, your Address book where you can change your billing and delivery addresses as well as add new addresses and your Pets section where you can add or update details of your pets.

Just click on your required section and amend as required.

 

How do I create an account?

There are two ways to create an account.

1. Decide what you wish to purchase and add it to your basket.  Once you have done all of your shopping click on the Proceed to Checkout button on the Basket Page. 

You will then be prompted to log in or create an account.

Click on Create an account and add your personal details, and a password that is at least 6 characters long. You can then begin shopping


Or

2.  Click on Your Account and you will be taken to the login or create an account page and then follow the steps above.

 

I forgot my password, what do I do?

You should keep your password safe at all times, should you forget it, you can easily reset it. Just go to the Your Account section and click on the “Forgot Password” link on the left of the login button.

You will be returned to the login page and advised that an email with a password reset link will be sent to your email address.

Once you receive the email, click on the link and you will be taken to the Reset Password page prompting to give a new password. Your password should be at least 6 digits long.

Click on Reset password and you are again returned to the log in page. You can now login as normal using your new password.

 

GDPR - Privacy & Data Policy

Due to the General Data Protection Regulation (GDPR) law 25 May 2018 - we have updated our Terms of Service.


Privacy & Data

Identity and contact details of the data controller; Petwell.co.uk are the data controller of your personal data. If you wish to discuss anything relating to your personal data please contact us.

Purpose of and legal basis for processing; When you interact or place an order with Petwell.co.uk we may require certain information from you. This may include, but is not limited to, your name and address, telephone number, email address and pets details. This is either a requirement of law or to enable us to undertake the services requested from us.

Recipients of the data; Information received by Petwell.co.uk, is stored securely in line with our internal policy. Data is only available to, and is limited by requirement, to those who specifically require this data to undertake the following; Processing and delivery of your order, provide customer support, Process your order in an efficient manner, help prevent fraudulent transactions, ensure your pet’s medicine is correct administered in accordance to the law, open and run your account and personalise your website experience.

Categories of the data being processed; Any third countries data are transferred to and safeguards that are in place; We may on occasion pass your details to 3rd parties for the purposes of; Product fulfilment (i.e. to enable couriers and postal operators to deliver your goods), Marketing, legal requests (i.e. from government bodies) or for other legitimate purposes as required. We vet all of our 3rd party suppliers and ensure that your data is safe in line with our internal policy.
Period of data retention; Your data is stored securely with us and kept for a period in line with legal requirements and/or subject to your interaction with Petwell.co.uk.

The individuals’ rights: access, correction, withdrawal of consent, erasure and portability; You are entitled to update any of your personal information by logging into your account and manage your marketing preference by opting out of marketing emails. You can also request any information we hold about you, ask us to update any information, as us to remove your account or object to the processing of your personal information. We will do this in accordance with any relevant laws. . If you wish to discuss anything relating to your personal data please contact customer.service@petwell.co.uk in the first instance.

Their right to lodge a complaint with the supervisory authority; You have a right to lodge a complaint with your supervisory authority if you have any concern about how we process your personal information.

 

What's does NFA-VPS mean?

NFA-VPS is a category of medications and stands for Non-Food Producing Animal – Veterinarian, Pharmacist, SQP. 

Medicines in this category do not require a prescription, but must be supplied by a vet, pharmacist, or Suitably Qualified Person (SQP). The regulations state that the supplier must establish if the pet’s owner is likely to use the drug in the authorised manner and that the correct product is being used to treat the pet (e.g. correct pet type / weight / age / healthy / on other medication / pregnant or nursing) . Information must be given on the safe use of the medication. NFA-VPS medication can be advertised to the general public.

 

Why do you need my pet’s details?

We ask for your pet’s details to ensure that the correct items are being purchased for your pet. Many products are specific to the species and size of pets, and some products cannot be used when your pet is on certain types of medication so require all available details to ensure all pets receive the correct items to keep them healthy in the same way as a vets practice.

If you have NFA-VPS items in your basket, you will be asked to create a pet profile – this takes less than 2 minutes and once created will ensure your future purchases will be processed more quickly since you can link specific purchases to specific animals.

Please ensure that the information you provide about your pet is accurate in order that they receive the correct medication for their species and size.