Celtic Connection · Orders & delivery
Everything you need to know about delivery, shipping costs, and our returns process. If something is not covered here, the contact page is the right next step.
How shipping works
Carriers
bpost · DPD · UPS
We ship throughout the EU and to a limited number of destinations beyond. The carrier for your order is assigned based on destination and weight.
Shipping cost
Calculated at checkout
The shipping fee is calculated when you enter your delivery address during checkout. The full cost is shown before you confirm — no surprises at delivery.
Heavy orders
26 kg per parcel
We can ship up to 26 kg per box within the EU. Orders over 26 kg are dispatched in two or more parcels depending on weight. A shipping contribution applies per parcel and is shown before checkout.
Why no free shipping?
Carriers charge us to deliver your order. Those costs have to be covered one way or another.
Most shops that offer free shipping fold those costs into their product prices — so customers pay it anyway, just less visibly. We would rather keep our product prices honest and charge a realistic shipping contribution based on the order size.
Prices are shown in euros (EUR) or pounds sterling (GBP) depending on your location
"Most webshops that offer free shipping pass on these costs in their sales prices. By charging a realistic contribution, we keep our prices honest."
Celtic Connection · Shipping policy
SHIPPING TO THE UK AND NORWAY
UNITED KINGDOM
Orders to the UK are imports under UK customs rules. For orders with a goods value at or below £135 (excluding shipping), UK VAT is applied at checkout. For orders above £135, VAT and a carrier handling fee are assessed and collected by the carrier when your parcel enters the UK — this is outside our control and not included in your order total. To keep things simple and avoid unexpected charges on arrival, we recommend keeping your order within the £135 goods value threshold. Our shipping tiers are structured at 13 kg and 26 kg — a 13 kg order will generally fall below this threshold, depending on the products ordered.
Please be aware that UK customs may inspect any incoming parcel regardless of value. If your parcel is selected for examination, a handling or inspection fee may be charged by the carrier on behalf of UK customs. This is outside our control and applies to all imports, including low-value shipments.
Dried chews cannot currently be shipped to the UK due to import restrictions on certain animal-derived products. Dry food and wet food are not affected. We are monitoring ongoing EU–UK discussions on food safety rules and will update this page if the position changes.
NORWAY
Norway is outside the EU customs union and all orders are treated as exports from Belgium. We do not collect VAT on order sent to Norway. Norwegian customs will assess your parcel on arrival and the carrier will collect Norwegian VAT (25%) and any applicable handling fees before or at the point of delivery. The amount depends on the declared value of your goods and is determined by Norwegian customs — it is not something we can calculate in advance. Please factor this into your order.
Order processing
Orders placed before 14:00 on working days are dispatched the same day. Orders placed after 14:00 or on weekends and public holidays are dispatched the next working day.
If you need to amend or cancel your order, contact us as soon as possible. Once we begin processing your order, we cannot make any changes or cancel it.
Tracking your order
Your dispatch email contains a tracking number and a link to the carrier’s tracking page. If you have not received a dispatch email within 2 working days of your order, check your spam folder first, then contact us.
Delivery attempts are made during normal working hours. If you are not available, the carrier will leave a delivery notice with instructions for collection or redelivery.
Lost parcels: If your tracking hasn’t updated for 5 days (Belgium) or 10 days (outside Belgium), please contact us. Once that window has passed, we can open a formal investigation with the carrier and will keep you informed of progress. We cannot open an investigation before this point, as carriers require this waiting period before a shipment can be declared missing.
| Destination | Estimated transit |
| Belgium | 1–2 working days |
| Netherlands, Luxembourg | 2–3 working days |
| France, Germany, Austria | 3–4 working days |
| Italy, Czech Republic, United Kingdom | 4–5 working days |
| Norway | 5–8 working days |
Returns & refunds
You have the right to withdraw from your order within 14 days of receiving your goods, without giving a reason. Notify us in writing — by email to or by post — before the 14-day period expires.
Items must be returned within 14 days of notifying us, in pristine condition and in their original, undamaged and unopened packaging. Return shipping costs are your responsibility.
Refunds are issued within 14 days of receiving your return, using your original payment method. Please note: delivery costs and a 2% restocking fee are deducted from the refund.
Return address
Emgee Trading BV
Europarklaan 1028/1
3530 Houthalen-Helchteren
Belgium
Inspect your order carefully on arrival. Visible defects must be reported within 2 days of delivery — reports received after this period cannot be processed.
Damaged items must be returned or collected by our carrier to be eligible for a claim. When your claim is confirmed, we will issue a credit or send a replacement within 14 days of receiving the item.
Contact us to report an issue and we will guide you through the process.
The right of withdrawal does not apply to products that have been opened, used, or damaged, or whose packaging has been discoloured or otherwise made unsaleable (except where damage occurred during transport).
All returns must be in their original condition and original packaging. We cannot accept liability for damage or loss of a product during the return transit.
If you are unsure whether your pet will accept a new food, our 1kg bags are designed exactly for this — try before you commit to a larger size.
Palatability issues during the first week of transition are common and usually resolve within 10–14 days. See the feeding guide for transition advice.
If after a genuine transition attempt your pet still refuses the food, contact us. We will help you find the right recipe — some pets can be a bit more challenging than others.
Common questions
Can I change my delivery address after ordering?
Contact us as quickly as possible. If the order has not yet been dispatched we can update the address. Once dispatched, address changes are not possible.
Do you ship to PO boxes?
No. Our carriers require a physical delivery address or a registered parcel locker. We cannot deliver to PO boxes.
My tracking shows delivered but I haven’t received my order.
Check with neighbours and any secure locations near your delivery address first. If still not found, contact us within 5 days of the stated delivery date and we will open an investigation with the carrier.
What happens if my delivery fails?
If a delivery fails because of an incorrect address you provided, or because you did not collect the parcel from a secondary delivery location, a €7.50 administration fee plus the original shipping fee will be deducted from any refund. Please double-check your delivery address before placing an order.
Do you ship outside the EU?
We ship to the EU and a limited number of harder-to-reach destinations. If your country is not showing at checkout, contact us — we are working to find local distributors for countries we cannot currently serve.
When will my refund appear?
Refunds are processed within 14 days of us receiving your return. They are made using the same payment method as your original transaction. A 2% restocking fee and any delivery costs are deducted from the refund amount.
Something not covered here?
