Bounce and Bella

FAQ

Frequently Asked Questions

DISCOUNTS & CODES

I'm a first time user on your website and want to get my 50% treat discount how do I do it?
We've popped all the information you'll need here for you:
https://shop.bounceandbella.co.uk/pages/discounts

I've found that same 50% discount code on a different product - can I use it again?
It's a one-time use code only I'm afraid.

I've bought from your website before but never used the 50% off code - can I use it now?
Yes, absolutely! It's a one-time use code so when you use it is up to you.

My 50% off code is not working properly
Make sure you follow the instructions on the discount page as the code only applies to the items on the 50% off page (it will not work with multipacks for example).
Be sure there is no space at the end of the code.

I forgot to apply my discount code to my order, can I go back and apply it?
If you have forgotten to apply your discount code to your order, simply contact us and we’ll be able to apply it for you.

Do you do a discount for first time food buyers?
Yes. We do a 20% off discount, here's where you can find out more: https://shop.bounceandbella.co.uk/collections/new-grain-free-dog-food
You can grab some free samples for your dog to try first here: https://shop.bounceandbella.co.uk/collections/samples

 

LOG IN PROBLEM

Just tried to log in to create a new order and it says my email/account is not recognised?
Not to worry, very occasionally the system produces this glitch but your details are still remembered.
Simply, add your items into the shopping cart without logging in.
Once you proceed to checkout and are asked to input your email the system will then find your account.

 

ORDER ISSUES

Our view on customer service is really simple... What would we want to happen if that happened to us?
We take full responsibility for your order - any issues just get in touch and we'll help.

I want to make amendments to my order, how do I do this?
If your items haven’t been dispatched then please contact us before 12pm on the day you’ve ordered and we’ll be able to help.
If your items have been dispatched then we may not be able to make amendments but please contact us and we will see what we can do.

My order hasn’t arrived, what do I do?
If your item hasn’t arrived within the 2-5 working day estimate then please feel free to contact us and we’ll be able to chase it up with the courier for you.

My dog doesn’t like the treats, can I get a refund?
We offer a full ‘Sniff & Love’ guarantee so if your dog doesn’t love their new treats or if you run into difficulties then feel free to get in contact and we’ll be happy to help you out.

Can I return an order?
If you’ve received your items and want to return them, then please contact us and we’ll help organise a return for you.

I’ve received an order that's damaged/incorrect/missing an item what should I do?
Please contact us and we’ll get that sorted out for you.

 

OUTSIDE THE UK

Do you ship outside the UK?
We only ship within the UK and Northern Ireland at the moment from our website.
However we do sell within Europe via the various European Amazon stores. Just choose your local one and search Bounce and Bella.

 

SAMPLES

Do you do free samples?
Yes. We do food samples but not treat samples yet.
Here's where to order: https://shop.bounceandbella.co.uk/collections/samples

PUPPY QUESTIONS

Are your treats suitable for puppies?
All the treats are suitable for puppies over the age of 16 weeks and some are suitable for younger puppies - the information should be on the product listing - if you can't find it - just get in touch.
Here are the treats and food we've picked out that work best for puppies:
https://shop.bounceandbella.co.uk/collections/grain-free-puppy-food-treats

When should I move my puppy over to adult food?
That very much depends on what your dog's weight is expected to be as an adult.
So, if you give that a quick google (eg border collie average adult weight) and then come back here to see which of the following three adult weight brackets your dog will be in:

Weight as an adult (in bold):
1 – 10 kg
The time to switch is between 9-12 months (make sure your dog has stopped growing and isn't racing around as much as previously)

11 – 25 kg
With this range the time to switch is between 12-15 months (again, make sure your dog has stopped growing and isn't racing around as much as previously)

26 - 45 kg
Here it's about 15 months (a lot of growing support needed for the bigger growers)