Help & Advice

If you have any questions about a product you have seen on our website, or have an enquiry about anything else, then please see the information below:

HOW DO I CONTACT UTEE

Our sales team are available Monday to Friday from 9 am until 6 pm.

If you have any questions, please get in touch on:

Email: petzloveshanghai@aitchl.com

YOUR SATISFACTION GUARANTEED

We’re dedicated to supporting original design – everything we sell is authentic and bears the maker’s mark.

We stand behind the quality of everything we sell. Your satisfaction with our products is very important to us.

We make every effort to select and sell products made of the highest-grade materials, built by specially selected manufacturers to exacting standards.

If there is a problem with your order, please contact us immediately so that we can promptly resolve it for you.

REFUNDS AND RETURNS

Please see our Terms and Conditions for our policy on returns and refunds.

DELIVERIES

Please read our delivery page for all the information you’ll need about our delivery service in relation to online purchases and what you can expect.

FAQ’s (Frequently Asked Questions)

How do I place an order?

Click ‘Buy’ when you have found a product you wish to purchase. It will be added to your cart, where you can add and remove items at any time.

You can review the items in your cart at any time by clicking on the shopping bag icon at the top of your screen.

Should you wish to remove an item from your cart, click on the ‘remove’ icon by the product you do not require in the ‘my order’ page. The page will automatically refresh itself.

To continue shopping, click on the ‘continue shopping’ icon.

To complete your purchases, click on the ‘Checkout’ icon.

Your credit card, debit card or Paypal details will then be required together with confirmation of the delivery address.

Once you have successfully placed an order you will be sent an email confirming your order.

Once payment has been made, arrangements will be made for the delivery of the item/s.

For further information please see our delivery page and our Terms and Conditions

Please note:

If an item that we usually hold is out of stock, there may be a lead time involved while we await delivery.

The delivery time to you is in addition to the production time.

The estimated production time and delivery time has passed and I have not received my order, what do I do?

We are sorry you have not yet received your order. We provide estimated production time frames to give you guidance on when your order is expected to arrive, however there are sometimes circumstances beyond our control which means that they are subject to change.

We work hard with our suppliers to insure that delays are kept to a minimum. That said, they are sometimes unavoidable.

We will try to give you as much notice as we can if a delay has affected your order.

If you would like an update on your order status, please email us at petzloveshanghai@aitchl.com

What do I do if my item arrives damaged?

Firstly please contact petzloveshanghai@aitchl.com to advise of the problem within 5 days of receipt of your product(s).

Please provide us with photographs of the damage to enable us to facilitate the right course of action for you.

We will then advise how to move forward with the return of your product(s) to petzloveshanghai@aitchl.com in order to for us to assess and make a claim with our suppliers

When sending any item back to us, it is important that you save all the original packaging. Please insure that it is packaged as it was when it arrived with you, if the packaging was damaged, extra packaging may be required. Customer services can give guidance on this.