Terms of service
Terms and Conditions of Sale
Last updated: 10 September 2026
These Terms and Conditions apply to purchases made through www.evieivy.pet. By placing an order with us, you agree to these terms.
1. About Evie & Ivy
Evie & Ivy is an independent UK pet-products retailer.
Contact details:
Evie & Ivy
Storefirst
Freeway Park
Freeway Drive
Castleford
WF10 5QH
Email: sales@evieivy.pet
Telephone: 07415 412486
2. Evie & Ivy Is the Seller
All purchases made through www.evieivy.pet are sold directly by Evie & Ivy.
Evie & Ivy, and not any product manufacturer or brand displayed on our website, is responsible for processing your order, taking payment, arranging delivery and handling customer-service enquiries.
This includes products carrying the KONG brand. Evie & Ivy, not KONG, is making the sale to you. All terms, delivery arrangements, returns, refunds and exchanges relating to your purchase are provided and administered by Evie & Ivy and not by KONG.
3. Products
We take reasonable care to ensure that product descriptions, photographs, sizes, ingredients and other information are accurate.
Colours and packaging may vary slightly from the images shown because of differences in screens, manufacturing batches or manufacturer packaging updates.
Please check product measurements and suitability before ordering. Dogs should be supervised when using toys, chews, feeders and enrichment products. Choose products appropriate for your dog’s size, age and chewing behaviour, and remove any product if it becomes damaged or presents a potential hazard.
No dog toy or chew should be considered indestructible.
For food, treats and consumables, customers are responsible for checking the ingredients and suitability of a product for their pet, particularly where the pet has allergies, intolerances or specific dietary requirements. Please seek veterinary advice when necessary.
4. Prices
All prices are displayed in pounds sterling.
Delivery charges are displayed before you complete your order.
We may change our prices at any time, but changes will not affect orders that have already been accepted.
If a product has been listed at an obviously incorrect price because of a genuine error, we may cancel the affected order and issue a full refund.
5. Payment
Payment must be made using one of the payment methods available at checkout.
Payment is taken when the order is placed. Your order is not accepted until you receive an order-confirmation email from us.
If payment is declined or cannot be authorised, your order will not be processed.
6. Placing an Order
When you place an order, you are offering to purchase the items in your basket subject to these Terms and Conditions.
After placing your order, you will receive an email confirming that we have received it. A contract between you and Evie & Ivy is formed when we accept your order.
We reserve the right to decline or cancel an order where:
- An item is unavailable;
- Payment cannot be authorised;
- The delivery address is incomplete or outside our delivery area;
- We identify an error in the product information or price;
- We reasonably suspect fraud, misuse or unauthorised activity; or
- We are unable to fulfil the order for another reasonable cause.
If we cancel an order after payment has been taken, we will issue a full refund for the cancelled items.
7. Delivery
We currently deliver to UK addresses only.
Our standard delivery charge is £3.99. Standard delivery is free when the value of eligible products in an order is £35 or more after any discounts have been applied.
Orders are normally dispatched within 1–2 working days. Delivery is usually expected within 48 hours after dispatch.
Delivery times are estimates and cannot be guaranteed. Weekends, bank holidays, severe weather, postal disruption and circumstances outside our reasonable control may affect delivery.
Full information is provided in our Delivery Policy.
8. Cancelling an Order
You may ask to cancel an order before it has been dispatched by contacting us as soon as possible.
If the order has already been dispatched, you may need to return it in accordance with our Returns, Refunds and Exchanges Policy.
For most eligible goods purchased online, consumers have a legal right to cancel within 14 days after receiving the goods without giving a reason. Certain exclusions apply, including some perishable, personalised and unsealed hygiene-sensitive products.
Nothing in these terms limits your statutory consumer rights.
9. Returns, Refunds and Exchanges
Our Returns, Refunds and Exchanges Policy explains how to cancel an eligible order, arrange a return or report a faulty, damaged or incorrect item.
Returns, refunds and exchanges are handled solely by Evie & Ivy. Product manufacturers and brands, including KONG, are not responsible for administering returns, refunds or exchanges for products purchased from www.evieivy.pet.
10. Faulty, Damaged or Incorrect Products
Goods must be of satisfactory quality, fit for purpose and as described.
Please inspect your order after delivery and contact us promptly if an item is faulty, damaged or incorrect. We may ask for photographs and other reasonable information to help us investigate.
Where an item does not conform to your statutory rights, we will provide an appropriate remedy, which may include a refund, repair or replacement. Evie & Ivy will cover reasonable return costs where goods are faulty, damaged or incorrect.
Your legal rights are not affected by these Terms and Conditions.
11. Availability
All products are subject to availability. Adding an item to your basket does not reserve it.
If an item becomes unavailable after you order, we will contact you and offer a suitable alternative where appropriate or issue a refund for the unavailable item.
We will not substitute a product without your agreement.
12. Discount Codes and Promotions
Discount codes must be entered at checkout and cannot normally be applied after an order has been placed.
Unless stated otherwise:
- Only one discount code may be used per order;
- Discount codes cannot be exchanged for cash;
- Promotions may be changed or withdrawn at any time;
- Minimum-spend requirements are calculated after discounts; and
- Excluded products will not count towards promotional eligibility.
Your statutory rights apply to sale and promotional items in the same way as full-price products.
13. Our Responsibility
We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill.
We are not responsible for losses that are not foreseeable or for business losses arising from a consumer purchase.
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
14. Events Outside Our Control
We will not be responsible for delays or failures caused by events outside our reasonable control. If a significant delay occurs, we will contact you where possible and take reasonable steps to minimise its effect.
15. Personal Information
We process personal information in accordance with our Privacy Policy.
16. Intellectual Property
The content of the Evie & Ivy website, including our own text, branding, graphics and photographs, may not be copied or used without permission.
Brand names, trademarks, product information and approved images belonging to manufacturers remain the property of their respective owners.
KONG and associated KONG trademarks and approved materials belong to KONG or its licensors. Their use on our website does not mean that KONG is the seller or a party to the contract between you and Evie & Ivy.
17. Changes to These Terms
We may update these Terms and Conditions occasionally. The terms applying to an order will be those displayed when the order is placed.
18. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Consumers living elsewhere in the UK retain any mandatory rights that apply where they live. Any dispute may be brought before the courts with jurisdiction under applicable consumer law.
19. Contact Us
If you have a question about an order or these Terms and Conditions, please contact:
Email: sales@evieivy.pet
Telephone: 07415 412486