Frequently Asked Questions
Ordering & Delivery
How long does delivery take?
Orders placed before 11:30am (Monday–Friday) usually ship the same day; orders placed after 11:30am, or on weekends, usually ship the next business day. Standard delivery is free and usually takes 3–5 business days after dispatch. You'll receive a confirmation email once your order has been dispatched. We don't send tracking numbers with orders, but if your delivery is running late, email us at customerservice@loyalandgrey.com with your order number and we'll track it for you.
Do you deliver to the Scottish Highlands, Islands, or Northern Ireland?
Not at the moment. We currently deliver to mainland UK only, and can't deliver to the remote Scottish Highlands, the Scottish Islands, Northern Ireland, the Isle of Wight, the Isles of Scilly, BFPO addresses, the Isle of Man, Guernsey or Jersey. Our Shipping Policy has the full postcode list, or email us before ordering if you're not sure.
Do you deliver outside the UK?
Not yet — we currently only ship within the UK. We hope to expand this in future.
Can I change or cancel my order after placing it?
Contact us as soon as possible at customerservice@loyalandgrey.com. If your order hasn't been dispatched yet, we can usually amend or cancel it. Once dispatched, our standard returns process applies.
Products & Sizing
How do I know which size bed my dog needs?
Measure your dog from nose to base of tail, and consider how they like to sleep (curled up or stretched out). If you're unsure, email us your dog's size and we'll help you check it's the right fit before you order.
Is the comfort bed suitable for all breeds?
Our beds are designed for a range of sizes, from small breeds up to large dogs. Contact us if you'd like guidance based on your dog's specific weight and size.
Are your products suitable for dogs recovering from surgery, not just senior dogs?
Many customers use our products for dogs recovering from injury or surgery as well as ageing dogs. If you're unsure whether a product suits your dog's specific situation, we'd always recommend checking with your vet, and you're welcome to ask us any practical questions too.
Returns & Guarantee
What's the difference between my 14-day right to cancel and your 30-day guarantee?
By UK law, you can cancel any online order within 14 days of receiving it, no reason needed. Our 30-day comfort guarantee goes further than that — if your dog simply isn't settling into a product, you have a full 30 days to request a return, and we cover UK return shipping.
What if my product arrives damaged?
Contact us straight away with a photo if possible, and we'll sort a replacement or refund — this doesn't count against your 30-day window.
About Us
Are you a UK company?
Yes — Loyal & Grey is a small, independent UK online retailer.
Why does my delivery box show a different company name?
Your bed is a Gor Pets bed and is sent to you directly from their warehouse, so you'll see their name on the box, the labels and the hangtag. Your order, your 30-day guarantee and any questions are all handled by Loyal & Grey.
Can I speak to a real person if I have a question?
Always. Email customerservice@loyalandgrey.com and a real person will get back to you, usually within 1 business day.