Customer Help

How can we help?

FAQ

I want to track my order

You can track your order either with your order number or tracking number here.

Ordering

How do I choose the perfect size for my pets?

If you’re not quite sure which size is right for your pets, refer to our size guides. They’re located underneath the available sizes for each of our products. If still have any doubt please measure your pets first before place an order.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is dispatched, we are unable to alter or cancel it at this time.

If you change your mind before your items are dispatched, you can request a cancellation. To begin the order cancellation you have to Contact Us, all cancellation requests are subject to a 2 business day review period.

If the cancellation is confirmed, you will receive an email and a refund for the item and the delivery cost within 14 business days.

While we do our best to process all requests, not all cancellations are possible. Should your cancellation not be confirmed, you will receive an email informing you of this as well as information regarding how you can set up a return. Please reference our Return Policy here.

What if my cancellation is denied?

If you wish to keep your item(s) there is no further action needed.

If you wish to return your unwanted item(s) you can do so once you have received your item(s) and to get started by Contacting Us. Please make sure you have read our Return Policy before you start the return process.

Shipping & Delivery

Due to current restrictions and complications of Brexit and Covid-19, we deliver orders to UK mainland only, excluding Northern Ireland, Channel Islands or the Isle of Man. We are hoping to resume them as soon as possible.

Unfortunately, we do not ship to PO boxes or BFPO addresses.

Do you charge shipping fee?

Most orders at Glamourpurrs are shipping free! We only charge a fixed £5 shipping fee for orders under £50.

How long does it take to receive my order?

Most small items like pet collars, leads and accessories are normally delivered within 7 days after dispatched.

For large items, such as pet beds and furniture, they are shipped directly from our suppliers in Europe and it's usually delivered within 10 days after dispatched.

You should receive email notifications with estimated delivery time and tracking number of your orders once it is dispatched.

We aim to dispatch your order within 2 working days. If for any reason there is a delay in the delivery we will notify you by email as soon as possible.

Some products such as handmade to order or those that can be personalised will have a longer delivery time. This is normally a maximum of 14-21 working days to produce such items before dispatch. 

If, due to circumstances beyond our reasonable control, a product becomes out of stock after an order has been placed, the customer will be notified by email and given an option to cancel the order and receive a full refund.

Glamourpurrs does not accept any liability for delay, despatch or delivery and cannot be held responsible for delivery at any set time on a particular day.

Why my order doesn't come together?

Please be aware that if an order consists of many products, these products may be delivered separately and you will receive respective emails notifying its delivery status. Therefore, you should accept part delivery of an order.

Why do I receive a claim of import duty and tax?

Following the UK leaving the European Union goods imported from the EU may be subject to custom duties and import VAT.

It's usually a customer's responsibility to pay such additional costs, however at Glamourpurrs we cover these additional costs for you so you can enjoy shopping for your favourite European pet brands without worrying.

However, in very rare cases you might be contacted by couriers for such claims, please do Contact Us first before paying for it.

Do you ship overseas?

For orders ship to outside the UK, please Contact Us before placing any order, we are happy to help.

Please also be aware import duties or taxes and customs or clearance charges may be payable in the recipient's country and are solely the responsibility of the recipient.

Glamourpurrs in no circumstances has any responsibility or liability for such matters and it can't be refunded, cancelled or returned.

Covid & Brexit Impacts on Delivery

We anticipate shipping and delivery times might take longer than usual due to COVID-19 & Cross border shipment delays. If you are experiencing a delay with your order, we would ask that you continue to monitor your tracking for further updates.

In support of our efforts to keep everyone safe and healthy, our carriers are now providing contactless deliveries.

Since the UK left the European Union there are restrictions and complications in transit with cross border shipments, therefore we have to temporary suspend delivery to Northern Island, Channel Islands and Isle of Man. We are hoping to resume them as soon as possible.

Returns & Refunds

What is your return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item(s) must be in the same condition that you received, unworn or unused, with tags, and in its original packaging. You’ll also need the invoice or the proof of purchase.

To start a return you have to Contact Us , If your return is accepted we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Please note that you are responsible for the costs of returning items. If you choose us to arrange your return item(s) to be collected and/or shipped, the return shipping charge can be vary depending on the size and weight of your package as well as your location. Therefore, please contact us before requesting an order cancellation or return. This cost will be deducted directly from your refund should you choose us to arrange a return pick up.

You can always Contact Us for any return question.

What if I receive defective, damaged or wrong products?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If you prefer to return the item, we will refund the item’s price to your original payment method within 14 business days once we receive the return item. However, we are not able to refund the delivery cost.

You may have to send us a picture of the damaged item.

You can also request a replacement. The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Why my return is denied?

Certain types of items are not returnable:

- Custom Products, those items personalised or customised to your specifications;

- Handmade to Order Products;

- Personal and Pet Care Goods, such as shampoo, conditioners, skincare, fragrance etc;

- Perishable Goods such as foods, snacks, treats etc;

- Sale items or gift cards.

We also do not accept returns for hazardous materials, flammable liquids or gases.

Please get in touch if you have questions or concerns about your specific item.

How long does it take to receive a refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, we will begin issuing your refund to your original payment method.

For credit card refunds,  most banks will process the refund within 7 business days.

For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Billing & Payments

What payment methods do you accept?

We accepted most Payment Methods:

- Credit and Debit Cards (MasterCard/Maestro, Visa and American Express);

- PayPal & PayPal Credit;

- Apple Pay;

- Google Pay;

- Klarna Pay in 3;

- Glamourpurrs Gift Cards;

To purchase our gift cards, please visit this link. You can redeem a gift card directly at checkout.

What is Klarna payment?

Glamourpurrs has partnered with Klarna to empower you posh up your pets and home style with SHOP NOW PAY LATER plan. Your pet's happiness is now no wait! Find more details

Care & Maintenance

How to take care of pet furniture & accessories?

Most of Product specific care instructions can be found on each product page under “Care Instruction”. However, the general rules of thumb are as follow:

Wood & Veneer
For everyday cleaning a damp, but never soaking wet, cloth will do it. Dry the surfaces thoroughly afterwards. Both wood and veneer can be damaged by liquids so if you spill anything on it be sure to wipe it dry immediately. If you need to remove any stains go gently – use mild soap and warm water. 

Try not to expose the wooden pet furniture to direct sunlight as it might cause sun damage.

Leather
For everyday cleaning you can clean leather using a soft, dry cloth. Or for a bit more elbow grease a cloth and soapy water. To keep your leather looking its best we recommend you clean it regularly with a leather cleaner.

Try not to expose leather products to direct sunlight or close to a radiator as it might cause damage.

Upholstery
Upholstered furniture will lighten over time if it's exposed to direct sunlight, so be careful where you place your furniture pieces.

For everyday cleaning to keep seat cushions looking their best and to help them wear evenly be sure to regularly turn them. Give foam, feather or fibre-filled cushions a shake as often as possible to help them keep their shape.

Make sure the feet on your chair or sofa are tightly fastened. Try not to drag them to avoid damage to them or your floor.  

How to Take Care of Pet Apparels?

Most pet apparels can be washed safely on a 30-degree centigrade WOOL CYCLE if left to DRY NATURALLY. Pet apparels are not intended for muddy walking and swimming. If they do get very dirty then dry cleaning would be the best option.

For smaller stains it is fine to rub with soapy water and leave to dry naturally. Mix a sudsy solution of cold water and wool laundry liquid. Using a lightly dampened cloth or sponge with soap and water rub gently with a light circular motion.

Affiliate & Collaboration

If you are a blogger or social media influencer that always wants the best things for your furry pets like we do, we want to hear from you! Please drop us a line and see what we can achieve together!

Get in touch

Still can't find what you want, or have questions about your order, or a general enquiry? We are here to help :)