Help & Questions
LucyThePurrfect.com
Can't find your answer? Email us at hello@lucythepurrfect.com — we respond within 2 business days. 🐾
📦 Orders & Shipping
How long does delivery take? Orders typically arrive within 4-9 business days after dispatch.. We know this is longer than Amazon — but our prices reflect the savings we pass on to you by shipping directly from our trusted suppliers.
How do I track my order? Once your order is dispatched you will receive a shipping confirmation email with your tracking number. Click the link in the email or enter your tracking number on the carrier's website. Please allow 24–48 hours for tracking to update after you receive the email.
Why hasn't my tracking updated? Don't panic! Tracking systems sometimes take a few days to catch up, especially for international shipments. If your tracking hasn't updated after 5 business days, contact us at hello@lucythepurrfect.com and we will look into it for you.
Why did my items arrive in separate packages? If you ordered multiple items, they may arrive separately and on different days. This is because our products ship from different suppliers. Your full order is on its way — just at slightly different speeds! 🐾
Do you offer free shipping? Yes! We offer free standard shipping on all UK orders over £30. It is applied automatically at checkout — no code needed.
Can I change my shipping address after ordering? Contact us immediately at hello@lucythepurrfect.com with your order number. We will do our best to update it before dispatch. Once an order has shipped, we cannot guarantee changes, so please double-check your address before placing your order.
Do you ship internationally? Yes, we ship to selected international destinations. Shipping costs and availability are calculated at checkout based on your location.
💳 Payments & Discounts
What payment methods do you accept? We accept all major payment methods, including:
- Visa and Mastercard
- American Express
- Apple Pay and Google Pay
- PayPal
- Shop Pay
How do I use my discount code? At checkout, look for the field that says Discount code or gift card. Type or paste your code (for example, WELCOME10) and click Apply. The discount will be deducted from your total automatically.
My discount code isn't working — what do I do? Please check the following:
- Make sure the code is entered exactly as given — codes are case sensitive
- Check the code hasn't expired
- Some codes apply only to specific products or a minimum order value
- Only one discount code can be used per order
If none of the above applies, email us at hello@lucythepurrfect.com and we will sort it out for you.
Can I use more than one discount code? Unfortunately only one discount code can be applied per order. If you have multiple codes, choose the one that gives you the best saving.
🔄 Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery. Items must be unused and in their original packaging. Please visit our full Return & Refund Policy page for all the details.
How do I return an item? Email us at hello@lucythepurrfect.com with your order number and reason for return. We will respond within 2 business days with instructions. Please do not send anything back without contacting us first.
My item arrived damaged — what do I do? We are so sorry to hear that! Please contact us within 7 days of delivery at hello@lucythepurrfect.com with:
- Your order number
- A clear photo of the damaged item
We will send you a free replacement or full refund straight away — whichever you prefer.
How long does a refund take? Once we receive and approve your return, refunds are processed within 5–7 business days. Your bank may take an additional 3–5 business days to show the payment. If you have waited longer than 10 business days, please contact us.
I received the wrong item — what do I do? We sincerely apologise — that is not the Lucy standard! Contact us at hello@lucythepurrfect.com with your order number and a photo of the wrong item. We will send the correct item immediately at no extra cost.
🐾 Products & Safety
Are your products safe for cats? Absolutely. Every product on LucyThePurrfect.com is selected with cat safety in mind. We only list products that are made from cat-safe materials and meet quality standards. As with any toy, we recommend supervising your cat during play, especially with smaller parts.
Who chooses the products? Lucy does. Obviously. 🐾 Every product on this website has been carefully selected based on quality, safety, value and — most importantly — whether a cat would actually enjoy it. If Lucy wouldn't use it, it doesn't make the cut.
Are the cooling mats safe for cats to lie on? Yes. Our cooling mats use self-cooling gel technology that is pressure-activated — no electricity or refrigeration needed. They are non-toxic and safe for cats to lie, sit and play on. If your cat chews or scratches excessively, we recommend monitoring use.
Does the water fountain require a lot of maintenance? Our Cat Water Fountain is designed to be low maintenance. We recommend cleaning it once a week and replacing the filter regularly (usually every 2–4 weeks depending on use). Replacement filters are widely available online.
Will the laser collar bother my cat? The Wearable Laser Cat Collar is designed to be lightweight and comfortable for cats to wear during play sessions. We recommend introducing it gradually and always supervising your cat while wearing it. Remove the collar after play sessions.
📧 Contact & Support
How do I contact you? You can reach us at:
- 📧 Email: hello@lucythepurrfect.com
- 🌐 Contact form: lucythepurrfect.com/pages/contact
We aim to respond to all enquiries within 2 business days.
What are your customer service hours? Our team monitors emails Monday to Friday. We do our best to respond to weekend enquiries on Monday morning. For urgent issues, email us and mark your subject line as URGENT.
Can I cancel my order? If you need to cancel your order, contact us immediately at hello@lucythepurrfect.com. We will do our best to cancel before dispatch. Once an order has been dispatched it cannot be cancelled — but you can return it under our 30-day return policy.
I have a question that isn't answered here — what do I do? Just ask! Email us at hello@lucythepurrfect.com and a member of our team will get back to you within 2 business days. No question is too small — we are here to help. 🐾
Still not sure? Lucy's humans are always happy to help. 📧 hello@lucythepurrfect.com 🎀