FAQ's

Delivery & Returns

Find the most frequently asked questions below.

  • UK STANDARD (2-4 working days): FREE (Monday through Friday, excluding Bank Holidays). 

    Standard delivery orders will be dispatched within 1-3 working days (please note that this timeline could be exceeded during hectic periods).

    The delivery timeline starts the day your order is dispatched. We only use Royal Mail for UK Deliveries. When the order is dispatched, you will receive a tracking number to monitor the progress of your delivery.

    Please note that if you order on a Friday after 15:00, your order will not be dispatched until Monday.

    • EUROPEAN DELIVERY (3-5 working days): £6.95
    • INTERNATIONAL DELIVERY (5-15 working days): £7.95
    • USA-TRACKED DELIVERY: POPPY (5-15 working days) £8.95

    Please note: We cannot be held responsible for any additional fees incurred due to customs levies. For international deliveries. 

    If you're based in the UAE and have a shipping forwarder in the UK, it is
    recommended that you use your forwarder for speedier delivery.

    All our orders are dispatched with Royal Mail service.

  • UK STANDARD: 2-4 working days from dispatch.

    EUROPEAN DELIVERY: 5-10 working days from dispatch.

    INTERNATIONAL DELIVERY: 5-15 Working days from dispatch.

    Standard delivery orders will be dispatched within 2-3 working days (please note that during hectic periods, this timeline could exceed 2 days). The delivery timeline starts from the day your order is dispatched.

    Please note: If you order on a Friday after 15:00, this will not be dispatched until Monday.

  • If your order fits through a letterbox or post box, Royal Mail will deliver it to your address. If this is not possible, they will leave a card explaining how to obtain your order.

  • Yes, you will receive a tracking number when your order is dispatched. This tracking number will allow you to monitor the progress of your delivery.

    Please note that Standard Delivery is not a live trackable service; this will only update once delivery has been made or attempted. 

    Standard Delivery is not a live trackable service; this will only update once delivery has been made or attempted. 

  • If you are in the UK and have not received your order within six working days since dispatch, or if you are outside the UK and have not received your order within 20 working days since dispatch, please email us at info@purrandpaws.com. We will investigate the issue, and if your order is confirmed as lost in transit, we will send you a replacement at no extra cost.

    On rare occasions when a package does not arrive, we will send a replacement if an item is not delivered and lost in transit.

  • To cancel an order, please email us at info@purrandpaws.com within 45 minutes of placing it. Unfortunately, we cannot cancel an order after 45 minutes due to our speedy processing times.

RETURNS & EXCHANGES

Find the most frequently asked questions below.

  • We are very sorry you are not pleased with your Purr & Paws products. Our aim is for you to be delighted; if you wish to return an item, you may do so within 30 days of the delivery date.

    To return your order, please send it to the following address and include a slip with your order number inside.

    Purr & Paws Returns
    5th Floor, 25 High Street
    High Wycombe
    Buckinghamshire
    HP112AG

    **Only products returned in a new and unused condition, and their original packaging will be refunded.
    Please note that all items listed below are NON-RETURNABLE. Please do not return any of these items for an exchange or refund:

    • Eucalyptus & Lavender Dog Shampoo
    • Eucalyptus & Lavender Dog Spray
    • Macadamia & Honey Dog Shampoo
    • Macadamia & Honey Dog Spray
    • Dog Paw & Nose Balm

    Refunds will be processed within five working days of receiving your products. It can take up to 10 working days for the refund to appear in your bank account.

    You will be required to pay return postage for an item unless it arrives damaged or faulty; in this case, we will require photographic evidence. If this occurs, please email us at info@purrandpaws.com in the first instance.

    Original postage costs will not be refunded unless an item is damaged or faulty.

    If you choose to return your item using standard untracked delivery, please ensure you get proof of postage; otherwise, we cannot be held responsible if the item goes missing on its return.

  • Absolutely! Once we receive your incorrect item back, we send replacements free of charge. Please return your order to the address below, including a note with your name, order number, and exchange request.

    Purr & Paws Returns
    5th Floor, 25 High Street
    High Wycombe
    Buckinghamshire
    HP112AG

    Please monitor your emails. We will email you if there are any issues with your exchange.

    Please note that all items listed below are NON-RETURNABLE. Please do not return any of these items for an exchange or refund.

    • Eucalyptus & Lavender Dog Shampoo
    • Eucalyptus & Lavender Dog Spray
    • Macadamia & Honey Dog Shampoo
    • Macadamia & Honey Dog Spray
    • Dog Paw & Nose Balm

  • We have a 30-day returns policy, so please send anything back to us within this timeline so we can process your refund or exchange.