FAQ

What is Jonalda?

Jonalda is a pet accessories brand inspired by care, comfort, and the special bond between pets and their owners. Our aim is to offer practical, stylish, and thoughtfully selected products that fit naturally into everyday life and help make every walk, meal, and moment together more enjoyable.

Jonalda is a trading name operated by UNYX LLC.

Where do you deliver?

We currently deliver to residential and business addresses throughout the United Kingdom.

At this time, we are unable to deliver to PO Box or BFPO (British Forces Post Office) addresses.

How much does delivery cost?

We offer free standard delivery on all UK orders, with no minimum purchase required.

How long will my order take to arrive?

Orders are processed within 1–2 business days (Monday–Friday).

Standard delivery usually takes 3–7 business days (Monday–Friday).

The estimated total delivery time is therefore 4–9 business days.

Once your order has been dispatched, you'll receive tracking details by email so you can follow your parcel's progress.

Will I receive tracking information?

Yes. Once your order has been dispatched, we'll send you a confirmation email containing your tracking details.

You can also check the status of your order through our Track Your Order page.

Can I return my order?

Yes. Eligible items may be returned within 30 days of delivery.

To be eligible for a return, items must be:

unworn and unused;
in their original condition;
returned with all original tags, packaging, and accessories.

For standard returns made for personal reasons, return shipping costs are the customer's responsibility.

If the item you received is defective, damaged, or incorrect, we'll provide a prepaid return label and there will be no return shipping cost to you.

To begin a return, email info@jonalda.com with your order number and the reason for your return. We'll provide the appropriate return instructions.

When will I receive my refund?

Once your return has been received and inspected, approved refunds are processed to your original payment method within 7 business days (Monday–Friday).

Your bank or payment provider may require additional time for the refunded amount to appear in your account.

Can I exchange an item?

Yes. If you'd like to exchange an item for a different size, colour, or another available option, please email info@jonalda.com.

We'll be happy to assist you, subject to product availability.

What payment methods do you accept?

We accept the following payment methods:

Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, and Shop Pay.

Available payment methods may vary depending on your device and checkout options.

Is it safe to shop on your website?

Yes. Payments are processed through established payment providers and transmitted using encrypted connections.

Jonalda does not directly store your complete payment card details. Payment information is handled by Shopify and the applicable payment providers in accordance with their security and privacy practices.

What should I do if my order hasn't arrived?

First, check the tracking information provided in your dispatch confirmation email for the latest delivery updates.

If your order has not arrived within the estimated delivery timeframe, please contact us at info@jonalda.com and we'll investigate the delivery with the courier.