FAQs

Select the product and available options you would like, add the item to your cart and proceed to checkout.

Review your contact, shipping and payment details carefully before confirming the order.

Contact us as soon as possible if you need to change or cancel an order.

We will try to assist, but changes and cancellations cannot be guaranteed once order preparation has started. Orders that have already been packed or dispatched cannot be cancelled.

Please check your spam or junk folder first and make sure the email address entered at checkout was correct.

If payment was completed but no confirmation was received, contact us with your name, email address and payment details so we can check the order.

Contact us as soon as possible with both order numbers. We may be able to combine them if neither order has entered packing or dispatch.

Combining orders cannot be guaranteed, and any shipping-fee adjustment will depend on the final parcel size and weight.

Orders are normally dispatched within 7–10 working days after payment and order confirmation.

This is the preparation period before the parcel is handed to the courier. Delivery time begins after dispatch.

Shipping fees depend on the delivery destination, parcel weight, parcel dimensions and available delivery method.

The final shipping charge will be shown during checkout before you confirm and place the order.

CohiiMillc Pets ships to selected domestic and international destinations available during checkout.

If your country or region is not listed, contact us before ordering and we can check whether delivery can be arranged.

When tracking is available, a shipping confirmation email containing the tracking number or tracking link will be sent after your order is dispatched.

Tracking information may take up to 48 hours to update after the courier receives the parcel.

Please visit our Shipping & Delivery page for information about processing, tracking, duties, delays and damaged parcels.

Suitability depends on your pet’s size, age, behaviour, chewing habits and individual needs.

Please review the product description, dimensions, materials and usage guidance before ordering. Supervise your pet when introducing a new product and discontinue use if the item becomes damaged.

Check the measurements shown on the individual product page and compare them with the space, bowl or item you plan to use.

Product photos are for visual reference and may not show exact scale. When uncertain, contact us before ordering with the product name and relevant measurements.

Cleaning instructions vary by product and material. Please follow the care information shown on the product page, packaging or included instructions.

Avoid harsh chemicals, excessive heat or unsuitable cleaning methods unless the product instructions specifically allow them.

We aim to represent colours accurately, but slight differences may occur because of lighting, screen settings, photography and manufacturing batches.

These normal colour variations are not usually considered a product defect.

CohiiMillc Pets offers carefully selected pet supplies and accessories chosen for practical everyday use, pet-focused suitability and material quality.

Unless a product page states otherwise, products are selected from manufacturing partners rather than handmade directly by CohiiMillc Pets.

Eligible return requests must be made within 7 days of receiving the order.

The product must remain unused, unwashed, free from signs of pet contact and returned with its original packaging, labels, accessories and gifts.

Contact us within 48 hours of delivery with your order number and clear photographs of the outer parcel, shipping label, internal packaging and affected item.

An unedited unboxing video is strongly recommended where available. Claims are reviewed individually before a replacement, partial refund or refund is approved.

We do not normally process direct exchanges.

For a different colour, size or item, request a return for the eligible product and place a separate new order.

For change-of-mind returns or incorrect customer selections, return shipping is paid by the customer.

If the wrong item was supplied or a product is confirmed to be defective or damaged in transit, we will advise you on the appropriate return arrangement.

Please visit our Returns & Refunds page for the complete eligibility, evidence, shipping, cancellation and refund conditions.

The available payment methods will be shown during checkout and may vary according to your location and order currency.

Do not close or refresh the payment page while a transaction is being processed.

Payments are processed through the available secure payment providers shown at checkout. CohiiMillc Pets does not directly store your full card details.

A payment may fail because of incorrect details, insufficient funds, bank security checks, card restrictions or a temporary connection issue.

Check the entered information and try again. If the issue continues, contact your bank or use another available payment method.

International orders may be subject to customs duties, import taxes or handling fees charged by the destination country.

These charges are normally the responsibility of the recipient and are not included unless clearly stated otherwise.

You can contact us through the website chat or the Contact Us page.

For an existing order, include your order number so we can check the details more quickly.

We aim to reply as soon as reasonably possible during working days. Replies may take longer during weekends, public holidays or busy order periods.

Sending multiple messages about the same issue may delay the conversation, so please include all relevant details in one message where possible.

For order-related assistance, please include:

• Your order number
• The email address used for the order
• The product involved
• A clear description of the issue
• Relevant photos where applicable