Shipping & Returns Policy

At Purrcute, we want to ensure that both you and your furball have a seamless shopping experience. Below you will find everything you need to know about how we handle shipping, delivery, and returns for both our general pet supplies and custom personalized items.

Shipping & Delivery

Processing Times

Because we offer a mix of general pet supplies and custom handcrafted pieces, processing times vary by product type:

Non-Personalized Items (Mats, Feeders, Toys): These items skip the design phase and are processed and dispatched within 24 to 48 hours.
Custom Personalized Items (Portrait Necklaces & Pendants): Each custom piece is unique. Please allow 3 to 5 business days for our design and laser-engraving team to craft your personalized keepsake with precision.

Estimated Shipping Times

Once your order has been carefully packed and dispatched, our estimated delivery windows are as follows:

United Kingdom: 3 to 10 business days.

📦 Note on Multiple Packages: To ensure you get your items as fast as possible, orders containing both general pet supplies and custom personalized items may be shipped in separate packages. Don't worry if one arrives before the other!

Tracking Your Order

As soon as your package is on its way, a shipping confirmation email containing your tracking number will be sent to you automatically. You will be able to track your furball's package every single step of the way.

Returns & Refunds

To minimize your risk and give you peace of mind, we offer clear, straightforward guarantees tailored to our product types.

General (Non-Personalized) Products

We proudly offer a 30-day money-back guarantee on all our standard, non-personalized pet items.

The 30-day window begins on the day your package is delivered.
To be eligible for a full refund, items must be unused, free of pet hair, undamaged, and in their original packaging.
Customers are responsible for return shipping costs for change-of-mind returns.

Custom Personalized Products

Because our personalized portrait items are uniquely custom-made using your pet's specific photo and name, we cannot accept returns or offer refunds for change of mind or buyer's remorse.

Once our personalization team initiates the design process, the item cannot be resold.
Please double-check your pet's name spelling and upload a clear, high-quality photo before finalizing your purchase.

Damaged, Defective, or Incorrect Items

Your pet's happiness and product quality are our top priorities. If any item arrives damaged, defective, or if we made a mistake with your personalization, we will fix it immediately.

Please inspect your order upon delivery.
If there is an issue, email us at contact@purrcute.com within 48 hours of delivery with your order number and a clear photo of the damage or mistake.
We will promptly arrange a 100% free replacement shipment or a full refund, no questions asked.

Need Help?

If you have any questions about your shipment, need assistance tracking a package, or want to initiate a return for a general item, our dedicated pet-parent support team is always here for you.

📧 Email: contact@purrcute.com

💬 Live Chat: Available 24/7 on purrcute.com