Crufts Club Customer FAQs

Log in using the email address you registered with, or via your Apple or Google sign-in if you selected this during registration.

Select “Forgot password” on the login page and follow the instructions to reset it.

Yes. You can update your email details in your account settings.

Each subscription is intended for one account holder. For security reasons, we recommend keeping your login details private.

Yes. You can manage both addresses within your account settings.

Your subscription renews automatically each month on the same date you joined.

You’ll receive email confirmation of your subscription and can view upcoming billing details in your account.

Go to Account Settings → Billing to update your card information.

Yes. You can upgrade or downgrade at any time from your account settings.

• Upgrades take effect immediately

• Downgrades apply at your next billing date

You can cancel at any time via your account settings. Your subscription will remain active until the end of your current billing period.

Please contact the Crufts Club support team via the support section so we can review your request.

You can add up to five dogs to your account. An additional monthly fee applies for each extra dog.

Go to the Dogs section within your account to add, edit, or remove dogs.

It’s a digital card that recognises your dog as part of the Crufts Club community.

Your card remains active while your subscription is active.

Yes. You can download it as a PDF and print it if you wish.

Yes. Any changes you make in the Dogs section will automatically update the card.

There isn’t a direct share feature, but you can download or screenshot the card if you’d like to share it.

No. It is not a legal document or proof of ownership.

All available benefits can be accessed from your Crufts Club dashboard after logging in.

We regularly add new features, content, and offers throughout the year.

1. Go to the Food Discounts section in your dashboard

2. Select your chosen brand

3. Copy your unique voucher code

4. Apply it at checkout on the partner’s website

You’ll receive one voucher per month.

No. Vouchers are valid for one-time purchases only.

For delivery, returns, or product queries, please contact the retailer directly using the support information on their website.

Available products and subscription pricing can be accessed through your Crufts Club account.

UK mainland delivery typically takes up to 5 working days.

If your order hasn’t been dispatched, contact customer support as soon as possible via the support section.

Yes. Unused items in resalable condition can usually be returned within 14 days of delivery. Full details are available in the returns policy.

Bathing frequency depends on coat type and lifestyle, but generally only when necessary to avoid skin irritation.

This service provides:

• A symptom checker to help assess your dog’s condition

• Guidance on the level of urgency

• Access to UK-registered vets via chat or video

• Follow-up advice and care guidance

No. It’s designed to provide support and guidance, not to replace in-person veterinary care.

No. Crufts Club is separate from Royal Kennel Club registration.

No. Entry and qualification requirements for Crufts remain separate.

Only dogs that have qualified or are officially entered for specific activities may attend.

Try resetting your password first. If the issue continues, contact support via the Help section.

Complete and submit a Crufts Club Support and Complaints Form. Our team will review and respond as soon as possible.

The expiry date is displayed in the Crufts Club platform when you click through to claim your monthly code.

Navigate to the Food Discounts section from your Crufts Club dashboard. Select your chosen food brand and click view voucher, then simply follow the instructions on that page to claim your discount.

You will be able to claim 1 voucher code per month.

Navigate to the Food Discounts section from your Crufts Club dashboard. Select your chosen food brand and click view voucher, then simply follow the instructions on that page to claim your discount with either Royal Canin or James Wellbeloved.

• Check the code is entered correctly

• Ensure it hasn’t expired or been used

• Confirm it applies to your selected products (only single purchase not subscription)

• If issues persist, you can contact Royal Canin via email at buydirect.gbr@royalcanin.com

You can find more information on Royal Canin via the links below https://www.royalcanin.com/uk/about-us/faqs

You can find more information on James Wellbeloved here: https://wellbeloved.com/shop-with-us/faqs.list

For any queries regarding your Dog Food order with Royal Canin, please contact them directly here: https://www.royalcanin.com/uk/contact-us

For any queries regarding your Dog Food order with James Wellbeloved, please contact them directly via the link here: https://wellbeloved.com/help-centre.list

We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please allow up to 5 working days (working days are Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for UK mainland deliveries. These delivery times are estimates only.

All tracked deliveries require a signature. Unfortunately, we are unable to specify an exact time of day for delivery beyond the window of 9:00am to 5:30pm. If no one is available to accept delivery at the specified delivery address, the package will be returned to your local depot and a card will be left detailing how to organize re-delivery of your order.

Sometimes the courier will leave your parcel with a neighbour, but again a card will be left telling you where to collect your package.

You will receive further information about your delivery and contact information for the delivery provider with your order confirmation.

Our delivery options are subject to the product(s) that you order being available and us taking successful payment. We understand how important it is for you to receive your order as quickly as possible. However there may be times when our delivery partner is unable to deliver your package on time, due to factors that are out of our control, for example - extreme bad weather or a broken-down vehicle.

Please reach out to our customer service team and we’ll aim to resolve the issue asap.

If you wish to make a change to the delivery address, please contact our customer services team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If your order has been shipped we will not be able to change the delivery address.

You may return products to us, in a resalable condition, up to 14 days of receiving the order. We will not refund the original delivery costs, and you will be responsible for the return delivery costs.

You must pack up the product/s securely and using the customer services label on the front of the delivery note, send back to our fulfilment partners customer services team, including the delivery note with the returns information completed. In order to ensure the safe return of product/s we recommend that you obtain proof of postage from the post office and retain this proof of postage until you have received your refund.

We will refund you the price paid for the product on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction.

You may return to us any product that is damaged, defective or where we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs and the cost of returning the product to us.

We're here to help you as best we are able. Please click here to submit the form, and a team member will get back to you as soon as possible.