I've received an incorrect or faulty item?
Please return the item to us following the same procedure as in ‘How do I return an item'. If you are returning all items ordered place a note inside the parcel stating the reason for the return, and you will be refunded the delivery costs as well as the item.
Can I cancel my order?
Once you have submitted your order you have till 3pm on the day to email or call us regarding the cancelation of your order. If the item has been dispatched please refer to our Returns Policy for information on ‘How to Return’.
Can I track my order?
Yes. Once your order has been dispatched you will receive an email from our curriers stating when your parcel will arrive and if you would like to make any changes or even track your order.
Can I make changes to my order?
Once you have submitted your order you have till 3pm on the day to email or call us regarding any changes to your order. If the item has been dispatched please refer to our Returns Policy for information on ‘How to Return’.
How do I know that you have received my order?
After you hit the Submit button you will receive a message confirming the Order ID. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive. A second email will be sent once your order has been completed by our warehouse.
Is it safe to order online?
Yes. We are a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online.
We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
Do I have to order online?
Yes, as this is the safest and most secure method of paying.
What if my parcel does not arrive?
Please contact Customer Services on sales@pussycatlondon.com and we can investigate further, and if necessary action a claim with the carrier on your behalf. Please note that this can take up to 30 days to process the claim with the carrier.
Where do you deliver to?
We deliver to the UK, Ireland and most countries in Europe (see below), as well as the USA, Canada, Australia, New Zealand, Turkiye, Russia & United Arab Emirates.
Rest of Europe - We deliver to the following European countries:
Austria, Azores, Bulgaria, Belgium, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Madeira, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia Republic, Slovakia, Slovenia, Spain, Spitsbergen, Sweden.
If your country is not listed above, please get in touch and we can see what we can do for you.
How long will delivery take?
Deliveries placed in the UK will take 1-2 days excluding bank holidays and weekends.International deliveries can take from 2-7 days
What time will my delivery arrive?
Deliveries can be made any time between 9.00am and 4.00pm, so please ensure there is access to the delivery address and someone to sign for the parcel at all times during this period.
Can you deliver to a different address than my billing address?
Yes. This can be a work address or another residential address. If you are selecting a work address please ensure you always put the name of the Company or Organisation in the address field, as well as the contact name to ensure it is successfully delivered.
What if I am not in when my parcel is delivered?
The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from.
For the Saturday Delivery service the redelivery options will be Monday-Friday 9.00am to 4.00pm.
Will a signature be needed for my delivery?
How long do I have to return items?
You are able to return unsuitable items within 14 days of the date shown on the dispatch note. Please return this in the original packaging.
How much does it cost to return an item?
All returns cost vary due to the weight of the parcel and the company used to send the item(s).
How do I return an item?
You will receive a returns form with your item please fill this in and follow the instructions. When you have done this take the parcel to your local Post Office and obtain a certificate of postage (please make sure you keep this as your proof of posting)
How long does it take to process the return?
We aim to refund you as quickly as possible, but it may take up to 7 days for the refund to reach your account.
Do you refund the delivery charge?
Unfortunately delivery charges are non-refundable unless the goods are faulty or have been sent incorrectly.
Can I have an exchange instead of a refund?
Yes. When returning your item please tick the exchange box on the returns form.
How can I pay for my order?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro and Electron. We also accept PayPal payments.
When will I be charged?
When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment either your card issuer or Customer Services will contact you.
Why am I being asked for another password after entering my card details?
This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.
How Do I Use A Promotional Code?
At the checkout stage, enter your promotional discount code into the box allocated and click 'apply coupon’. If the code is valid your discount will be applied.
I forgot to use my Promotional Code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
I Need More Information About A Product?
We aim to give as much information under the product descriptions as possible, however if you have any further queries please contact customer services at sales@Pussycatlondon.com.
Will you be getting more stock in?
Please contact customer services at sales@pussycatlondon.com with the item code of the item(s) and we will try and find out if we will be getting more stock in.
I can’t find an item I saw advertised?
Many of the items shown in adverts sell out very quickly. Please contact customer services at sales@pussycatlondon.com regarding the item advertised.
If you would like any other questions answered please contact us at sales@pussycatlondon.com
