Frequently Asked Questions

Welcome to PURR Shop!

We want shopping for your cat’s grooming essentials to be simple, enjoyable and stress-free. Below you’ll find answers to some of our most frequently asked questions.

For general enquiries, please contact hello@purrglasgow.com. For returns, refunds or damaged products, please contact support@catgroomingtools.com.

About PURR Shop

Who are PURR Shop?

PURR Shop is the online store operated by PURR Cat Grooming Limited, a UK limited company specialising in cat grooming products and accessories.

We’re passionate about helping cat owners find practical grooming tools to keep their feline companions looking and feeling their best.

How can I contact you?

For general enquiries, product questions and delivery information, email hello@purrglasgow.com.

For returns, refunds, exchanges, faulty or damaged products, email support@catgroomingtools.com.

Ordering & Payment

How do I place an order?

Simply browse our products, add your favourites to your basket and follow the checkout instructions.

You’ll be able to review your order, delivery address, shipping costs and total price before completing your purchase.

What payment methods do you accept?

We accept the payment methods displayed at checkout.

Available options may vary depending on your location and the payment services supported by our store.

Can I change or cancel my order?

If you need to change an order before dispatch, please contact hello@purrglasgow.com as soon as possible.

If you wish to cancel an order or request a refund, please contact support@catgroomingtools.com.

We’ll do our best to help before your order is dispatched. Once an order has been shipped, we may be unable to change the delivery.

Your statutory cancellation rights are not affected.

Will I receive an order confirmation?

Yes. Once you’ve placed your order, you’ll receive an order confirmation email containing your purchase details.

When your order is dispatched, we’ll also send shipping information and tracking details where available.

Prices & VAT

Do your prices include VAT?

Yes. All prices displayed for UK customers include UK VAT at the applicable rate, where VAT is chargeable.

There is no additional UK VAT added to the displayed UK product price at checkout.

Any applicable delivery charges will be shown before you complete your order.

Do international customers pay UK VAT?

The VAT treatment of international orders can differ depending on the destination and applicable tax rules.

Qualifying international shipments may be treated differently from UK domestic sales for VAT purposes.

Please note that any UK VAT treatment does not mean that local import taxes or customs duties in your destination country have been paid.

Are there any additional charges for international orders?

International orders may be subject to import VAT, customs duties, customs clearance fees, courier handling charges or other local charges.

All additional import taxes, customs duties, customs clearance fees and related charges payable upon import are the responsibility of the purchaser.

These charges are not included in our product prices or shipping costs, and PURR Shop does not prepay customs duties or import charges on behalf of international customers.

We recommend checking with your local customs authority before ordering so you know what additional costs may apply.

Applicable laws may require us to collect certain taxes at checkout, and any such taxes will be shown before you complete your purchase.

Shipping & Delivery

Where do you deliver?

We currently offer shipping to the United Kingdom and the following European Union countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Available delivery destinations are confirmed at checkout.

How much does shipping cost?

Shipping charges are calculated at checkout based on your delivery destination, order details and selected shipping method.

You’ll always be able to review the shipping charge before placing your order.

Free standard shipping may be available on selected orders where indicated at checkout.

How long will my order take to arrive?

Estimated delivery times are displayed at checkout.

We aim to process and dispatch orders as quickly as possible.

Delivery times are estimates and may be affected by courier delays, weather conditions or customs processing for international orders.

Your statutory delivery rights remain unaffected.

Can I track my order?

Yes, where tracking is supported by the delivery service.

Once your order has been dispatched, you’ll receive an email with tracking information where available.

Please allow a little time for tracking details to update after dispatch.

What happens if my order is delayed or lost?

If your parcel is significantly delayed or appears to be lost, please contact hello@purrglasgow.com.

We’ll investigate the issue with the delivery provider and help arrange an appropriate resolution in accordance with your consumer rights.

If the issue requires a refund or replacement claim, our returns team can assist at support@catgroomingtools.com.

What happens if my parcel arrives damaged?

Please contact our returns and product support team at support@catgroomingtools.com as soon as possible.

Include your order number, a description of the problem and photographs of the damaged item or packaging if possible.

We’ll review the issue and help arrange an appropriate resolution. Your statutory rights are unaffected.

Returns & Refunds

What is your returns policy?

We offer a 14-day change-of-mind cancellation period for eligible online purchases.

For UK consumers, you have 14 days from receiving your goods to tell us that you wish to cancel your purchase.

Once you’ve notified us, you then have a further 14 days to return the goods.

Please see our Returns & Refunds Policy for full details, including any applicable exceptions.

How do I request a return?

Please email support@catgroomingtools.com with your order number and let us know that you’d like to return your purchase.

We’ll provide instructions for returning the item.

Please don’t send items back without first checking the correct return address.

Do I have to pay for return postage?

For change-of-mind returns, customers are responsible for the direct cost of returning their items, provided this was communicated before purchase.

If an item is faulty, damaged or not as described, we’ll handle the matter in accordance with your statutory consumer rights, including any applicable return postage obligations.

For assistance, contact support@catgroomingtools.com.

When will I receive my refund?

For eligible cancellations, we’ll issue your refund within the period required by applicable consumer law.

Where goods are being returned, we may wait until we receive them or until you provide evidence that you’ve sent them back, whichever is earlier.

Refunds are normally made to your original payment method unless otherwise agreed.

Your statutory entitlement to a refund of applicable standard outbound delivery charges will also be respected.

For refund enquiries, email support@catgroomingtools.com.

Can I return a faulty product after 14 days?

Yes. Your statutory rights relating to faulty, damaged or incorrectly described goods are separate from the 14-day change-of-mind cancellation period.

If you experience a problem with a product, please contact support@catgroomingtools.com and we’ll be happy to help.

Can I exchange an item?

If you’d like a different product, please contact support@catgroomingtools.com.

We’ll explain the options available, depending on the item and stock availability.

International Orders

Will I have to pay customs duties when my order arrives?

You may be required to pay customs duties, import VAT or handling fees depending on your destination country and the value or type of goods ordered.

These additional import charges are the purchaser’s responsibility.

PURR Shop does not prepay customs duties or import clearance charges, and they are not included in our product prices or delivery charges.

What happens if my international order is held by customs?

International shipments may occasionally be delayed while customs authorities process the parcel.

You may be contacted by the delivery provider or customs authority to provide information or pay applicable import charges.

We recommend responding promptly to avoid unnecessary delays.

If you need assistance with the shipping information for your order, please email hello@purrglasgow.com.

What happens if I refuse to pay customs charges?

If customs charges are not paid, the delivery provider or customs authority may delay, return or otherwise deal with the parcel under applicable procedures.

For questions about delivery or customs processing, contact hello@purrglasgow.com.

For returns or refund requests arising from a refused shipment, contact support@catgroomingtools.com.

Any refund or additional shipping costs will be assessed in accordance with our policies and applicable consumer law. Refusal to pay import charges does not automatically remove statutory cancellation or refund rights.

Product Information

How do I choose the right grooming tool for my cat?

Each product page includes information about the product and its intended use.

When choosing a grooming tool, consider your cat’s coat type, grooming needs and comfort.

If you’re unsure which product might be suitable, feel free to contact us at hello@purrglasgow.com.

Are your grooming tools suitable for every cat?

Different cats have different coat types, skin sensitivities and grooming preferences.

Always follow the product instructions, introduce grooming tools gently and stop if your cat shows signs of discomfort.

If your cat has a skin condition, injury or other medical concern, seek advice from a veterinary professional before using a grooming tool.

Still Need Help?

We’re always happy to hear from you!

PURR Shop
Operated by PURR Cat Grooming Limited

General enquiries, orders and delivery:
hello@purrglasgow.com

Returns, refunds, exchanges, faulty or damaged products:
support@catgroomingtools.com

For further information, please refer to our Shipping Policy, Returns & Refunds Policy, Terms of Service and Privacy Policy.