Customer Help Centre

How can we help?

FAQs & Help

Track My Order

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


How do I choose the perfect size for my pets?

If you're uncertain about which size is suitable for your pets, you can consult our size guides. These guides can be found beneath the available sizes for each of our products. If you still have any doubts, we suggest measuring your pets prior to placing an order.

Can I cancel my order?

We understand that changing one's mind is a common occurrence, and we experience it too! Unfortunately, once an order has been dispatched, we are unable to modify or cancel it.

However, if you wish to cancel your order before it's dispatched, you can make a cancellation request by contacting us. Please note that all cancellation requests undergo a 2 business day review period.

If the cancellation is approved, you will receive an email confirming it and a refund, including the delivery cost, will be processed within 14 business days.

While we try our best to fulfill all requests, we cannot guarantee that every cancellation will be successful. In case your cancellation is not confirmed, we will send you an email providing details on how to initiate a return. For further information, please refer to our Return Policy.

What if my cancellation request is denied?

If you decide to keep your item(s), there is no need for any further action.

However, if you wish to return your unwanted item(s), you can initiate the process by contacting us after you have received your item(s).

Please ensure you have read our Return Policy prior to initiating the return process.

Shipping & Delivery

As the result of Brexit complications, we are only able to deliver orders to the UK mainland, with the exception of Northern Ireland, Channel Islands, or the Isle of Man. We are working towards resuming deliveries to these locations as soon as possible.

Regrettably, we are unable to ship to PO boxes or BFPO addresses at this time.

What is your shipping rate?

For deliveries within the UK, we offer competitive and affordable shipping rates that are based on the weight and size of your parcel as well as who dispatches it.

For parcels dispatched by Glamourpurrs, we use a variety of courier services, including DPD, EVRI, and Royal Mail, and charge a flat rate of £5 for shipping.

For parcels dispatched by our suppliers, the rates are as follows and the courier provides delivery service is subject to the suppliers.

Parcels dispatches from MiaCara:

  • Up to 1kg: £10
  • Up to 5kg: £15
  • Up to 10kg: £20
  • Up to 20kg: £25
  • Up to 30kg: £35

Parcels dispatches from Labbvenn & MIOOU:

  • Up to 2kg: £20
  • Up to 10kg: £26
  • Up to 15kg: £40
  • Up to 31.5kg: £46

Parcels dispatches from Pet Empire:

  • £75 per parcel.

Parcels dispatches from Pets& Pods:

  • £22 per parcel.

Parcel dispatches from Saveplace:

  • £5 per parcel.

Please note that all shipping rates will be automatically calculated at checkout based on the weight and size of your parcel, and which supplier is dispatching it.

Please be aware that if your order includes multiple products that are dispatched from different suppliers, your final shipping cost will be calculated based on the weight and size of each product, as well as which suppliers are delivering them. For example, if your order consists of three items from two different suppliers, your final shipping cost will be the shipping cost of item 1 plus the shipping cost of item 2 from supplier A, plus the shipping cost of item 3 from supplier B, and so on.

We strive to provide accurate and competitive shipping rates for all orders, regardless of the number of suppliers involved. If you have any questions or concerns about shipping costs for your order, please don't hesitate to contact us. Our customer service team will be happy to assist you in any way we can.

How long does it take to receive my order?

The delivery time for your order may vary depending on the shipping policies of our suppliers.

For products that are sold by Glamourpurrs, delivery typically occurs within 2-3 business days after dispatch.

However, for products that are dispatched directly by our suppliers, delivery times may take up to 3 weeks based on their location.

Once dispatched, you should receive email notifications containing the estimated delivery time and tracking number for your orders. In the event of any unforeseen delivery delays, we will notify you via email as soon as possible.

If, for any reason, a product becomes out of stock after an order has been placed due to circumstances beyond our control, you will receive an email notifying you of this and be given the option to cancel the order and receive a full refund.

Why my order doesn't come together?

Please note that in the case of an order containing multiple products, these items may be delivered separately, and you will receive separate emails with the respective delivery statuses. Therefore, please be prepared to accept partial deliveries for your order.

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

Following the UK's departure from the EU, all goods imported from the EU are subject to import tax and duty. However, customers purchasing from Glamourpurrs can rest assured that we take care of these additional charges and the prices you pay for your purchases are always the final prices, with no additional fees to be paid. While we take care of these charges, there are rare occasions when the courier system may not catch up in time, resulting in letters being sent out to customers. If you receive such a letter after receiving your parcel, please disregard it. If you have any further questions or concerns, please do not hesitate to contact us.

You may also refer to the UK Government Website for more information regarding import taxes and duties.

Do you ship outside the UK?

At this time, we do not offer shipping services outside of the UK. However, we are actively working to expand our shipping services in the future.

If you wish to place an order to be shipped outside of the UK, please Contact Us before placing any order, we are happy to help.

Please also be aware that the recipient of the order may be subject to import duties, taxes, and customs or clearance charges in their respective country, which are solely their responsibility.

GLAMOURPURRS does not hold any responsibility or liability for such charges, and they cannot be refunded, cancelled, or returned under any circumstances.

Returns & Refunds

What is your return policy?

Our return policy allows you to request a return within 14 days of receiving your item. To be eligible for a return, the item(s) must be in the same condition as when you received them, with tags, in their original packaging, and unused. You will also need to provide the invoice or proof of purchase.

To initiate a return, please Contact Us, and we will provide you with a return shipping label and instructions on how and where to send your package. Please note that we cannot accept items that are returned without first requesting a return. It is your responsibility to cover the cost of returning items, and if you choose to have us arrange the return shipping for you, the cost will depend on the size and weight of the package as well as your location. Before requesting a return, please contact us to inquire about the return shipping charge. This cost will be deducted from your refund if you choose to have us arrange a return pick-up.

Please feel free to Contact Us if you have any questions regarding returns.

What if I receive defective, damaged or wrong products?

Upon receiving your order, please inspect the items carefully and contact us immediately if you find any defects, damages or if you receive the wrong item. We will assess the issue and take appropriate measures to make it right.

If you prefer to return the item, we will refund the price of the item to your original payment method within 14 business days after receiving the returned item. However, please note that we are unable to refund the delivery cost.

In some cases, we may require you to send us a picture of the damaged item.

If you prefer a replacement, the quickest way to receive the item is to return the original item and make a separate purchase for the new item once the return is accepted.

Why my return is denied?

Certain items cannot be returned, including:

  • Custom products that have been 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

Additionally, we do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about whether an item is returnable, please don't hesitate to contact us.

How long does it take to receive a refund?

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund request. If your refund is approved, we will initiate a refund to your original payment method.

Refunds for credit card payments usually take around 7 business days to process by the bank. For other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund. Please note that the processing and posting of refunds by your bank or credit card company may also take some time.

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;

Care & Maintenance

How to take care of pet furniture & accessories?

Care instructions for most of our products can be found on each product page under “Care Instruction”. However, here are some general guidelines to follow:

Wood & Veneer:
For everyday cleaning, a damp cloth (but not soaking wet) is sufficient. Dry the surfaces thoroughly afterwards. Liquids can damage both wood and veneer, so wipe spills dry immediately. If you need to remove stains, use mild soap and warm water gently. Avoid exposing wooden pet furniture to direct sunlight as it may cause sun damage.

For everyday cleaning, use a soft, dry cloth or a cloth and soapy water for tougher cleaning. Regularly clean leather with a leather cleaner to keep it looking its best. Avoid exposing leather products to direct sunlight or close to a radiator as it may cause damage.

Direct sunlight can cause upholstery to lighten over time, so be careful where you place your furniture. For everyday cleaning, turn seat cushions regularly to help them wear evenly. 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 and avoid dragging them to prevent damage to the furniture or floor.

How to Take Care of Pet Apparels?

To keep your pet apparels clean, we recommend washing them on a 30-degree centigrade wool cycle and allowing them to dry naturally. Please avoid using them for muddy walks or swimming, as this may cause them to become very dirty. If your pet's clothes do become excessively dirty, dry cleaning is the best option.

Affiliate & Collaboration

If you're a blogger or social media influencer who loves spoiling your furry friends with the best and appreciates stylish design, we want to hear from you! Don't hesitate to get in touch with us and let's work together to give your pets the love and care they deserve in the most glamorous way possible.

Contact Us

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