FAQ's

Of course, we know some pooches can be a little picky or even allergic to some things. If you could please send us an email at admin@lilydogtrails.com with the box you’d like to order and the item you want to swap. We’ll give you some alternatives to choose from!

We aim to make your new items as quickly as possible but as all items are made to order please allow at least 5 working days after your order date for processing. As we cannot guarantee Evri/Royal Mail’s delivery times, please allow 3-5 working days for delivery after this time, depending on which shipping option you choose. In total, please allow 10 business days for your order to arrive.

Once the promised delivery time has passed, please get in touch with us here. We can’t rule out items being lost in transit but don’t panic – we’ll get in touch with our courier and then replace your order free of charge.

Unfortunately, we cannot accept returns for natural chews/treats/boxes. If you aren’t happy with your purchase, please get in touch and we will do our best to make things right.

You can return unused accessory/toy items within 30 working days unless it has been personalised or custom-made. Please look at our Returns & Exchanges Policy for more information.

Discount and promo codes can be entered on the shopping basket page and applied before proceeding to the checkout.

We believe all dogs should be able to enjoy tasty natural treats. We have a range of softer treats that are suited for golden oldies or dogs with dental issues that may restrict them from having a hard enrichment chew. View our Soft Range here.

If you need to change something, please let us know within 24 hours of placing your order! After this time we cannot guarantee any changes can be made.