Frequently Asked Questions
- DELIVERY + RETURNS
How much does delivery cost?
All orders over £50 receive FREE UK delivery.
All orders under £50 delivery is charged by order weight
- Under 2KG - £4.50
- Under 5KG - £5.35
- Under 10KG - £5.90
- Under 20KG - £6.90
Orders are dispatched within 24 hours and delivered on a 24 hour service. We utilise several different couriers but mainly use Royal Mail and Evri which are fully tracked services.
Raw Food Orders
All raw food orders are dispatched with DPD. Orders placed before 1pm Monday - Thursday are delivered the next working day. Orders placed after 1pm Thursday will be delivered Tuesday.
DPD orders are fully tracked.
Our raw dog food is dispatched from a different location than our other food and treats, if your order is under £50 and you order raw food + dry food you will be charged two shipping rates. Order over £50 for free shipping.
How do I track the delivery of my order?
Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.
If your order is delayed or you'd like an update please give us a call on 01892 770188.
I purchased the products from your stockist. Can I return them?
Unfortunately, our Customer Care team is unable to assist you with any stockist purchases. Please reach out to stockists for more information on their return policy!
My package says delivered, but I didn’t receive it.
Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive.
Your package will most likely be delivered within a few days, you can check the progress of your deliveries at the following links below with your tracking number:
If you do not receive your order in a couple days, please email our Customer Care team here, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further.
What should I do if my order hasn’t been delivered?
If your order is shipping to a domestic address, shipping typically takes 3-5 business days. Please note that business days do not include weekends or holidays!
You can check the progress of your deliveries at the following links below with your tracking number:
If your order has exceeded typical shipping times, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further.
We know that in some very rare cases your dog may not enjoy their new food.
We know dogs can be fussy, so our first suggestion is always to persist as it can take a few days for a dog to get used to a new taste or texture.
If they still don't like the food we can offer a replacement product based on our guarantee. We would need the original product to be returned before we can send a replacement product to try.
You will need to cover the cost of the return. We recommend choosing a tracked delivery.
You can always cancel your order for a full refund prior to shipping.
If you wish to cancel an order prior to shipping, or have any questions, please contact our Customer Care team.
Once your order has been dispatched or delivered we can offer a refund within 14 days if it is unopen and in good condition.
If the item is damaged or faulty in any way we will arrange a replacement or refund and will cover the cost of the return.
If the item is not damanged or faulty and you wish to return then the cost of the return will need to be covered by the customer or we can arrange a delivery label.
If we arrange a return £5 will be deducted from your refund.
The original cost of shipping is not refunded unless a product is faulty or damaged.
If an item is returned in a damaged or opened condition and is not faulty then we will deduct 20% from your original refund amount.
Please contact our Customer Care team to discuss a return, refund or exchange.
If your dog does not like the food entitles you to a replacement product, however the original product will need to be returned before a replacement is sent. If your dog does not like the food we cannot offer a full refund or return but only a replacement product for them to try.
- ABOUT BILLY + MARGOT
Who is Marie Helene Jones?
Nutritionist. Dog Lover.
Marie’s adorable and laid back Labrador puppy Billy was born in 2004. Billy felt like Marie’s soulmate from day one and was always by her side. Marie took Billy to work everyday and everyone loved him. An ice cream van would often come to their workplace and someone would often buy Billy an ice cream.
Marie was completing her degree in nutrition and was very careful about what she and Billy ate. Human ice cream was not on the list of good food for dogs. Having studied dogs’ cooling mechanisms, Marie knew that licking something icy was a great way for a dog to cool down. Billy suffered from the heat with his thick black coat, so Marie would often find ways to keep him cool. This included making her own Iced Treats, which is when the Billy + Margot® brand unofficially came to life.
When Billy was six, he got a sister Margot, who came along just in time to be assistant taste-tester for Marie’s homemade Iced Treats. After perfecting the recipe and extensive research into the pet food industry, Marie was ready to start her business. In 2012, she appeared on the BBC program Dragons’ Den, and accepted a funding and support from one of the ‘dragons’, Deborah Meaden. Billy + Margot® Iced Treats went into full production and received considerable positive acclaim.
Marie expanded the range to include dry, wet and chilled dog food, as well as treats. She is passionately focused on natural canine nutrition, creating grain-free products for dogs, and sourcing only the finest quality meats, Superfoods and holistic ingredients. Marie also created the Billy + Margot® Circle of Nutrition to help pet parents explore new options and provide dogs with the variety and interest they crave.
What goes into making a Billy + Margot bag (part 1)
Single source protein and novel proteins
Our nutritionist-handcrafted recipes use fresh/raw meat that has been minced and cooked into a single protein food, ensuring quality and taste. This protein-packed dry dog food has only one animal species in the recipe and is ideal for dogs who love the rich taste of the named protein.
High-quality everyday animal protein that are used in our Billy + Margot® recipes include:
Chicken is a great source of protein for dogs. It has a high digestibility and amino acid bio availability for strong, lean muscles. Protein is crucial for dogs as it is used for muscle growth and maintenance, skin and hair growth, hormones and enzymes for normal body function and as an energy source. Chicken is a good source of many of the B vitamin complex and choline and minerals, including phosphorus, potassium and selenium.
Pasture Grazed Lamb is a good source of both protein and fat for dogs. High quality, animal-derived proteins are important for their amino acid content, required for building and maintaining all body tissues and promoting overall good health. Pasture-raised lamb contains more omega 3 fatty acids than most other ruminant meats, Lamb is a good source of vitamins, including several of the B complex, particularly B12 and niacin, as well as minerals, including selenium, zinc, phosphorus and iron.
Sustainably Farmed Salmon is an excellent source of high-quality protein. It has one of the highest biological values of all animal proteins and contains an almost perfect amino acid profile to support every cell in the body. Salmon is also one if the richest sources of omega 3 essential fatty acids known – predominantly EPA (eicosapentaenoic acid) and DHA (docosahexaenoic acid), the most crucial for dogs. Salmon frames are included for their soft bones, which are a great source of calcium, phosphorus, magnesium, potassium, selenium, iodine, vitamins A, C, D and all the B complex.
High-quality novel animal protein that are used in our Billy +Margot® recipes include:
Wild Boar is a high-quality protein with a gamey flavour. Although from the same species, wild boar has a very different nutrient composition from pork, being higher in protein and lower in fat, particularly saturated fat, as well as calories. In fact, on a percentage basis, wild boar is higher in protein than beef, lamb, chicken as well as pork! Moreover, this protein contains an excellent amino acid balance, providing ample amounts of each of the required essential amino acids to meet all bodily requirements. It is also an excellent source of the B complex vitamins, and minerals including zinc, selenium, phosphorus and potassium.
Wild Kangaroo is a high-quality protein with a rich flavour. This lean meat has an excellent amino acid balance for muscle building and repair. Although it is low in fat overall, Kangaroo meat contains a high proportion of healthy polyunsaturated fats, with favourable omega 3 to 6 ratio to promote overall well being. Kangaroo meat is a rich source of B complex vitamins, and an excellent source of iron and zinc, essential for energy utilisation and overall vitality.
Wild Venison is a novel protein for most dogs, meaning that they are unlikely to have been previously exposed to it in the majority dog foods, making it a very good choice for dogs with food sensitivities. Venison is low in fat, with far less saturated fat than most farm-raised meats. It is also a good source of the minerals zinc, phosphorus and iron, as well as several B vitamins, including thiamine, B12 and niacin.
Superfoods + Holistic Ingredients
Every product in our range includes a specific selection of some of the following foundation superfoods - all of which have been carefully chosen by Marie Jones with dogs’ specific needs in mind. These foods are bursting with antioxidants, phytonutrients and essential vitamins and minerals to promote optimal vitality and wellbeing.
What goes into making a Billy + Margot bag (part 2)
Superfood in our handcrafted Billy + Margot® recipes include:
• Alfalfa is a herbaceous legume which contains several important minerals, including zinc, iron, copper, manganese and magnesium as well as vitamins within the B complex, C and especially K, all of which help the body digest and utilise nutrients in food more effectively.
• Blueberries are a rich source of vitamins K and C and the essential mineral manganese as well as antioxidants, particularly anthocyanin, which imparts the blue color to this berry.
• Brewer's Yeast has a few benefits when added to a dog’s diet. Firstly, it provides a flavor boost to make the food even tastier to help tempt even the fussiest of dogs. Secondly, it is packed full of nutrients. It is a good source of a range of essential amino acids, virtually all the B vitamins, as well as essential minerals including selenium, chromium, copper and potassium for supporting overall health and well being.
• Carrots are one of the richest sources of both vitamin A and its antioxidant precursor, beta-carotene, supporting a healthy vision, especially at night.
• Chia Seeds are packed full of a wide range of nutrients and are well deserving of their superfood classification: they are rich in fiber - the chia seed can absorb many times its own weight in water to expand into a gel-like substance to make the stomach feel fuller, which helps with satiety. Chia seeds are an excellent plant-based protein which complements the amino acid composition in meats nicely and they are an excellent source of predominantly omega 3, but also omega 6 and 9 fatty acids. In the chia seed, these are well protected from becoming rancid by the high phenolic antioxidant content, so they remain stable for a prolonged period. Chia seeds also contain good doses of several important minerals including calcium, phosphorus and manganese, important for bone and teeth health.
• Chickpeas, also known as garbanzo beans, are a rich source of protein and fiber. The fiber is predominantly insoluble, so it is excellent for supporting digestive health. Chickpeas also contain a number of minerals including molybdenum, manganese and copper, and vitamins, including folate and many other of the B complex group.
• Coconut Oil is rich in healthy saturated fats, which assist in a higher level of energy and vitality. Also helps support a healthy skin and coat.
• Cranberries have high levels of antioxidant activity – double to triple that of most other commonly consumed fruits! Not surprisingly, these berries are a good source of antioxidant vitamins C and E, as well as the essential mineral manganese, necessary for enzyme and energy production.
• Flaxseeds’ main claim to fame is their abundance of omega 3 fatty acids, particularly alpha-linolenic acid (ALA), which makes up over half the fat of a flaxseed! These fatty acids are important for supporting skin and coat health, kidney health, joint health, maintaining cell membrane fluidity as well as memory and cognition. But flaxseeds are also a very good source of minerals including manganese, magnesium, phosphorus and copper, and vitamins, particularly from the B complex, including thiamine, B6 niacin, pantothenic acid and riboflavin. And they contain lignans in much higher concentrations than almost any other plant-based food. These polyphenols have antioxidant and oestrogenic properties and are high in fiber, both soluble and insoluble, to promote gut health.
• Ginger root is in the same family as turmeric. This is due to one of the key bioactive phytonutrients in ginger, ‘gingerol’.
• Kale is amongst the most nutrient dense foods available, which certainly qualifies it as a ‘superfood’! It is a cruciferous green leafy vegetable, which is bursting with antioxidants, including vitamins A (and its precursor beta-carotene) and C, as well as lutein and zeaxanthin, which support eye-health. It is an excellent source of Vitamin K, important for bone and blood health, and also provides the minerals manganese, copper, potassium and calcium. Just to top it all off, it is an excellent dietary fiber source, to support digestive health.
• Pea Protein is a plant-based protein, often used to supplement animal protein sources to help balance the amino acid ratio and keep the fat level low. Pea protein is rich in the essential amino acid lysine. “Essential’ means that a dog’s body cannot produce this amino acid, so must obtain it from the diet. Lysine plays several important roles in the body: it is used to produce collagen, throughout all the connective fibers within the body; it is an important precursor of carnitine, an enzyme which enables the body to utilize fatty acids for energy; it aids absorption of calcium from the digestive tract and reduces its excretion from the kidneys.
• Green Peas are protein-rich legumes, and a good source of many essential nutrients such as vitamins (especially vitamin K), and several minerals, including manganese and phosphorus, making them a good food to support blood and bone health.
• Pumpkin is a great source of dietary fiber and supports digestive health. It is also a good source of vitamins – especially the antioxidant vitamins A (and its precursor, beta carotene), C and E. Pumpkins rival bananas for potassium content, and also provide a good dose of the minerals iron, copper and manganese.
• Red Lentils are protein and fiber-rich legumes. In combination with the high fiber content – both soluble and insoluble fiber – lentils are excellent at promoting satiety, helping dogs feel fuller for longer. They are also a good source of non-heme iron, as well as other minerals including molybdenum, copper and phosphorus, and vitamins, particularly folate and other members of the B complex group.
• Rosemary extract is distilled from the rosemary plant’s flowers and leaves. It provides highly potent beneficial antioxidant properties. The extract’s capacity to slow or prevent the oxidation of specific molecules means it can help prolong the maintenance of nutritional stability of certain foods.
• Spinach contains large amounts of vitamins K, and A, as well as a good dose of vitamin C and folate. It also supplies the minerals manganese, magnesium, iron, and potassium and, as with many leafy greens, is an excellent source of roughage (fiber), which aids digestive health.
• Sweet Potatoes are high in dietary fiber, rich in vitamin A, with a good dose of vitamin C, pantothenic acid and B6, as well as several important minerals, including manganese, potassium and copper.
• Turmeric is an extremely good source of the minerals manganese, iron, potassium and magnesium, and vitamins B6 and C supporting overall health and well being.
Grain free and gluten free pet diets have become extremely popular. This popularity has mirrored the appearance of similar products for people. These diets are particularly helpful for those that have intolerance to glutens or allergies to wheat.
Many pet owners choose to mimic their own food choices when choosing a food for their pet. The popularity of these diets has led to an increase in the number of grain free and gluten free diets available for pets. Any dog food made without wheat, corn, rice and other grains is considered “grain free.”
For dogs that truly do have sensitivity to grains, a grain free diet would be an appropriate choice. The following are symptoms that would be expected in dogs that have food sensitivities: Itchiness, Excessive hair loss, Bald patches, Inflamed skin, Sore and scabs, “Hot spots”. A food trial with a grain free food would be necessary to determine whether the food is beneficial for your dog and of course, consultation with your veterinarian.
All Billy + Margot® products are formulated without the addition of grains.
All you need to know about Mixed Feeding
When it comes to feeding your dog commercial pet foods, it is very easy to be confused over which style of food to choose, especially when there are many options on your supermarket shelves.
It’s also natural to want to make meal times interesting for your dog, yet it can also be hard to know when and how to combine different options.
When you choose Billy + Margot®, you can be rest assured that all of our meal-based dog food options are nutritionally complete and balanced. This means that regardless of the format you choose, your pet will be getting the quality nutrition it needs, in the right amounts.
In addition to nutrition, the format you choose can have other health benefits. Here’s a quick overview:
Why Choose Dry Food?
Dry food provides convenience. It can be left in your dog or cat’s bowl for longer, which is particularly useful for animals that like to graze or take their time.
Dry food can be used as a training reward, and it is less messy than wet formats. Dry foods tend to be better for your dog or cat’s dental health as the dry kibble offers a crunchy texture and abrasive action against the teeth as the pet chews. It’s important to note, however, that actively brushing your pet’s teeth is still the best to keep their pearly whites shining.
Dry food can also offer better economic value for larger dog sizes as it is more concentrated than wet food, meaning you don’t need to feed as much to give your pet what it needs to thrive.
Why Choose Wet Food?
Essentially, wet food has more moisture content, which some dogs may prefer. The level of moisture in wet products is similar to that of fresh meat. This higher moisture in wet food provides a smart way to provide hidden water for fussy four-legged friends. This hydration increases urine volume, and therefore may help in urinary tract health for dogs.
Wet pet food is typically lower in energy compared to dry pet food. This provides a fantastic option for dogs and their owners who are concerned with their dog's weight management.
Do you find it hard to resist those big puppy dog eyes asking for more, even though you have fed to their requirements? It’s much harder to overfeed dogs on wet food, and the greater volume required for their daily energy needs means it provides a more substantial meal, filling them up.
In Billy + Margot® wet range, you’ll find many taste and texture combinations. The softer textures can be particularly be helpful for pets with age-related concerns, from young puppies whose teeth and food choices are developing, to the very old who may have trouble chewing. The aroma of wet and chilled foods can also be beneficial to encourage eating for the fussiest of dogs, and can be warmed up easily to increase the aroma.
While it’s not as convenient as dry pet food, wet options can provide a deeper emotional connection. The greater preparation required can increase your dog's anticipation for its delicious Billy + Margot® meal!
When Should You Mix Wet And Dry Dog Food?
The amount you like to mix your pet’s wet and dry food comes down to you, your lifestyle, and what your pet needs and enjoys.
Feeding a combination of wet and dry formats provides a wide range of health options, in addition to the fundamental nutrition your dog's needs for its health and wellbeing.
Just remember to balance the total amount of energy by reducing the amount you give of each format. The feeding guide on the pack is there to help you.
Benefits of Raw Dog Food
There are many veterinarians and veterinary nutritionists arguing the more raw you can get in your dog’s diet - the better. Here are some of the reasons:
High palatability - most dogs love raw food
It’s not known exactly why, but it can’t be denied that most dogs would choose raw dog food over any other kind. Perhaps their powerful noses smell the live nutrients!
Makes a perfect topper for kibble
Raw food can easily be mixed into kibble to add an extra boost of nutrition, variance, and flavor.
Helps keep teeth cleaner
Raw food does not require any chewing, so there’s little to no contact with their teeth at all!
Healthy energy levels
Another benefit to a food that contains little to no carbs is that your dog will be getting his energy from healthy fats instead of high-glycemic ingredients. This means there will be no blood-sugar spikes and energy will be more even and long-lasting.
Supports healthy weight and muscle retention
It’s easier for your dog to stay lean on a raw diet due to its lack of high-glycemic ingredients causing insulin spikes and fat storage. And since most raw diets are high-protein, it can also help your dog to retain muscle.
Smaller, fewer stools
Dogs on a raw food diet are able to fully digest far more of what they consume - resulting in more compact and less frequent stools! Dry food often requires that your dog eat a large amount of it in order to deliver all the nutrients he needs, but this results in much more “waste.”
Because so many of the vitamins and minerals in raw food are still in its natural form and haven’t been altered through the cooking and processing that dry food has, they are far more readily absorbed by your dog’s body. This level of proper nutrient absorption promotes: Healthier skin, Shinier coat, Sharper focus, Clearer eyes, Healthier digestion/bowel movements and Stronger immune system.
What does complete and balanced dog food actually mean?
With so many pet products coming out that look like food but are actually treats or toppers or supplements, the lines are being blurred about what “foods” are complete and which aren’t. Every pet owner should know the meaning of “Complete and Balanced,” and how to tell which products are or aren’t based on its label.
“Complete and Balanced” means:
the food contains all the vitamins and minerals needed to prevent most diseases caused by nutritional deficiencies. This means it can be fed as the dog’s entire diet.
Why Is It So Important To Know What “Complete And Balanced” Means?
Dogs that are not fed complete diets may become deficient in some vitamins and minerals, which may result in disease or an early death.
The Danger Of Home-Cooked Meals
Many people who truly love their dogs choose to cook all their dog’s meals themselves. This would be advisable under one circumstance alone: that they are consulting with a veterinarian or veterinary nutritionist when formulating their dog’s food.
It may seem very intuitive to choose ingredients to feed your dog, but it’s extremely difficult to provide all the correct vitamins and minerals in the correct quantities. It takes years of research to know how each vitamin and mineral interacts with each other and whether they need other factors, such as certain amounts of moisture or fiber, in order to be effectively absorbed by your dog’s body.
Why An “Unbalanced” Diet Is Especially Dangerous
If there is too much or too little of a particular nutrient in your dog’s diet, it can have a rippling effect and cause a surprising amount of physical harm to the body. For example, according to VCA Hospitals, an irreversible form of arthritis is just one of several conditions that can be caused by too much vitamin A. This is why pet-owners should always consult a vet about nutritional supplements for their dogs.
One of the leading causes of disease in pets today is actually not resulting from lack of nutrition but an overabundance of it. Too many of us are feeding our pets too much. We’re speaking about the obesity epidemic facing pets today. Just a few of the problems caused by obesity include:
• Joint pain or diminished mobility
• Shorter lifespanLess interest in activity
• Skin issues as a result of compromised resistance to infection
• Greater risk of complications during surgery
The list goes on…
3 Common Habits That Can Cause A Diet To Be “Incomplete”
Feeding “people food”.
While it is true dogs are omnivores this doesn’t mean they should be eating whatever we eat. “People food” is flavored with ingredients that often upset dogs’ stomachs. In addition to causing them pain, an upset stomach may cause them to refuse eating their regular dog food and throw their diet off balance. It should also be noted that some artificial sweeteners are toxic to dogs, and it’s not always obvious what foods these ingredients could be hiding in.
Feeding too many treats.
For the same reasons you don’t want to give your dog too much “people food,” you should avoid giving him too many treats as well. He can easily fill up on junk food - or become spoiled - and resist eating his complete, balanced dog food. It can also be having adverse reactions to his digestion that may not be obvious to you. Besides that, excess treats is one of the easiest ways to cause obesity in your pet.
Accidentally feeding dog foods that are actually NOT complete and balanced.
More and more new and exciting products are becoming available for our pets. However, the differences between the nutritionally complete diets and other food products are becoming less obvious. When purchasing food meant to be your dog’s main diet, be sure to read the packaging and find the label that says it's “formulated to meet the nutritional levels established by AAFCO Dog Nutrient Profiles.” It’s fine to feed incomplete food items from time to time, just be sure they receive their complete diet every day for optimal health.
The Take-Home Message…
It’s important to be mindful of how balanced your dog’s daily diet is.
Follow these tips to be sure your dog isn’t consuming too much or too little nutrition;
Check the packaging of the foods you buy for your dog to make sure the AAFCO or FEDIAF statement is thereMake sure you’re following the feeding guidelines found on the packaging of your dog’s food when measuring how much to give. Every brand has a different suggested amount! Treat in moderation
If you’re concerned your dog’s diet has not been complete and balanced, consult your vet!
- ORDER ISSUEs
My order shipped but I need to change the address
If your package returns to us due to an incorrect address, it will be cancelled and refunded, though you will not receive a refund on shipping costs; you will be notified if this happens.
We are unable to change your address after an order has been dispatched so we recommend placing a new order.
If you cannot locate the delivery at a previous address or incorrect address we are unable to refund or send a free replacement.
Can I change the shipping address for my order?
Please email our Customer Care team with your order number and the updated address, as we are only able to make changes to your order if it has not yet entered the packing process.
Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.
Can I cancel my order after I’ve placed it?
Once an order is placed, you are unable to cancel or modify the order online.
Please email our Customer Care team with your order number and they will try to help. If the order is not dispatched we should be able to cancel. If the order has been dispatched we will be unable to cancel your delivery.
I am missing an item in my order.
Please email our Customer Care team within 14 days of delivery with your order number and the missing items.
Please make sure to include a photo of the items you did receive and a picture of your packing slip.
How does subscription orders work?
1) If your desired product is available for subscription, you will be able to select the option for ‘One-time purchase’ or ‘Recurring Subscription’.
2) Select the recurring subscription option between 1 - 6 weeks.
3) Click on add to cart button
4) Once you register for an account via the email, you will be able to login and manage your subscriptions.
5) Once your subscription is placed you'll be able to pause, skip or amend your delivery schedule within your account.
6) Subscription orders all receive 5% OFF every delivery.
How do I amend my subscription details?
Login to your account on our website. Once logged in, you will be able to see your orders and a Manage Subscriptions link which will open your customer portal.
Am I able to pause my subscription?
Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.
How do I cancel my subscription?
Once logged in, click on the Subscriptions tab from the left-hand menu. If you no longer want to continue your subscription, click the Cancel button.
*Please note that in order to cancel a subscription, you will need to fulfil a minimum 3 months subscription period.