Shop policies

Important Sustainability Info

I’m proud to say that The Loved Hamster is THE WORLD’S FIRST ZERO WASTE SMALL PET SUPPLIES BRAND. It is a difficult path to take, but everyday I try to make my products and packaging more and more eco-friendly.

  • I REUSE CARDBOARD BOXES. Some shops use recycled cardboard boxes, but reusing them is better, since recycling implies transport and energy to manufacture new boxes. Sometimes your box might have the logo of other brand in it. It might not be the most appealing packaging, but it reduces waste. If I run out of used cardboard boxes, I will ship your parcel in 100% RECYCLED, RECYCLABLE & HOME COMPOSTABLE boxes and mailers.
  • I AVOID PLASTIC. I reuse the bags and plastics I receive from my vendors, as well as bubble wrap. If I don’t have used bags, I will pack your products with COMPOSTABLE ones. Moreover, I only use PAPER TAPE – plastic tape is not biodegradable or recyclable! –, and our shipping labels & documents bags are recycled, recyclable & home compostable all at once. I use stamps or paper stickers instead of plastic stickers. 
  • Whenever identical foods, treats or herbs are ordered, I bag them together to reduce waste. However, I always respect your preferences, so if you want me to bag them separately just message me and I’ll be happy to do so!
  • Last but not least, I use SECOND-HAND TOOLS.

Delivery

Processing time

The time I need to prepare an order for dispatch varies. Due to the amount of orders I receive and the time and effort I put into each product, it can range from 1 to 7 days. However, I always try to dispatch orders as fast as possible and I usually dispatch them within 3 working days. I really appreciate your patience and support!

Tracking

For your peace of mind, all parcels are sent with a tracking number.

Shipping costs and transit times

  • Peninsular Spain: from €0 to €2.10! – depends on the products. Always FREE on orders over €25. Transit time: 3-5 working days.
  • Rest of Spain: from €0 to 7.50! – depends on the products. Always FREE on orders over €50. Transit time: 5-7 working days.
  • European Union: from €0 to €9.35! – depends on the products. Always FREE on orders over €50. Transit time: 7-14 working days.
  • Rest of Europe: from €0 to €9.35! – depends on the products. Always FREE on orders over €80. Transit time: 7-21 working days.
  • USA: from just €3.85 to €16.35 – depends on the products. Always FREE on orders over €80. Usual transit time: 7-21 working days. The delivery times might vary. I’m not responsible for delays due to customs.
  • Canada: from just €3.85 to €16.35 – depends on the products. Always FREE on orders over €80. Usual transit time: 7-21 working days. The delivery times might vary. I’m not responsible for delays due to customs.
  • Rest of the world: You can to purchase many of my products from my Etsy shop.

Buyers outside the EU

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. I’m not responsible for delays due to customs.

If the product is seized or lost by customs, The Loved Hamster will not be responsible. Any packages lost or damaged by customs will unfortunately not be refunded.

Because of the current Covid-19 situation, some parcels might be delayed. 

Please remember that I am not responsible for any delays in delivery after the package has been dropped off. It is currently very complicated to understand how postal organizations work worldwide. The delivery times might vary and some of your orders may arrive faster than others.

Digital downloads

Your files will be available to download once payment is confirmed.

Payment options

We keep your payment information 100% secure with encrypted SSL. You can choose to pay trough PayPal or with credit card.

Returns & exchanges

I gladly accept returns and exchanges

Contact me within: 14 days of delivery.

Dispatch items back within: 30 days of delivery.

I don’t accept cancellations

But please contact me if you have any problems with your order.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

  • Custom or personalised orders
  • Perishable products (like food or flowers)
  • Digital downloads

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.