For UK Only Credit, Debit card payments, you will be redirected to the Secure Nochex system to enter your card details and process the payment. You will receive confirmation of your order by email from Purrs and also a payment confirmation by email from Nochex. Please note that transactions will appear on your statements as "Nochex".

To pay with your Paypal account, you will be redirected to the Secure Paypal system. Please log on to your account or follow on screen prompts to process the payment. You will receive confirmation of your order by email from Purrs and also a payment confirmation by email from paypal which includes the payment ID transaction number

Details to send UK cheques/ Money orders to are displayed on checkout. Any cheques need to clear before dispatch of goods which takes 7-10 working days.

DISCOUNT VOUCHERS
Discount vouchers are available for Purchase and redeamable against any goods on the Purrs Shop only.

Vouchers will be sent by email in pdf form to the purchaser or to the intended recipient.

Each voucher will contain a unique code. This code is then entered where indicated on the payment checkout screen when ordering.

Discount voucher terms and conditions:
1. Only one voucher may be redeemed per order.
2. Vouchers must be redeemed for Purrs shop goods only.
3. Vouchers are not redeemable for cash.
4. Voucher values must be redeemed in full. No unused portions of vouchers will be carried forward.
5. If your order exceeds the amount of your voucher, you must pay for the balance choosing one of our payment methods
6. Vouchers are non-returnable.
7. We are not responsible for lost or stolen vouchers.
8. Purrs reserves the right to close customer accounts and request alternative forms of payment if a fraudulently obtained voucher is redeemed and used to make purchases on the Purrs Web site.
9. Purrs may provide voucher purchasers with information about the redemption status of vouchers.

DISPATCH AND DELIVERY
We dispatch on weekdays only. We retain proof of postage for all orders.

For in stock non personalised products- your order will be dispatched within 48 hours (excluding weekends). For personalised products, please allow 14 days for production and dispatch although we aim and normally dispatch earler than that.

If any item is out of stock then we would normally indicate this on the site. In the event of any item being out of stock and this not being advised on the site, then we will notify you of this on receipt of your order and offer you the option of cancelling (with full refund) or waiting until stocks are available.

Orders are dispatched once all items in your order are in stock. If some items are marked out of stock, we can, on request, ship in two parts for in stock items and a second dispatch once stock comes in for the remaining items, However, this will incur an extra delivery charge notified and payable before the 2nd dispatch.

Within the UK
UK shipping and packing cost is added to your order total at checkout and is calculated at one charge for all your items in your order.

Most of our products are shipped via Royal Mail 1st class which is a 1 to 2 working day delivery service from dispatch. Some of our products are heavier/long and are dispatched by Royal mail standard parcels which is a 3 to 5 working day service from dispatch.

Please take into account any Royal Mail postal delays (ie strikes, adverse weather etc) which can effect our delivery times.
PLEASE NOTE - CURRENT NEWS - Royal Mail UK Postal Strikes -Possible delay in delivery. Due to the postal strikes across the UK our delivery times once orders are dispatched may be affected.

Should your item not arrive within the above delivery times, Royal Mail state on their website that items are not considered lost until 15 working days after the date of posting (excluding the date of posting). We have to wait until this time has elapsed (just in case Royal Mail deliver it) before we can instigate a claim for the lost package. If a package is lost, we send a replacement at the same time as we instigate the claim process.

Outside the UK
For overseas customers, please contact us beforehand Shop@purrsinourhearts.co.uk with details of your order so we can inform you of International shipping costs to add when ordering your goods. Your order will be sent by Royal Mail Airmail Small Packet Service up to 2kg. Where an item weighs in excess of 2kg, we will endeavour to obtain a quote for the cheapest possible method of shipping by air or by sea.
Depending upon where you are in the world, parcels should be delivered within 10 working days (excluding the date of posting) although to many parts of the world the normal is considerably less than this. Royal Mail state on their website that items are not considered lost until 25 working days excluding the date of posting. We have to wait until this time has elapsed (just in case it is delivered) before we can instigate a claim for the lost package. If a package is lost, we send a replacement at the same time as we instigate the claim process.

CANCELLATIONS/ RETURNS / REFUNDS
We want you and your cat/s to be satisfied with your purchase.
Please inform us by email Shop@purrsinourhearts.co.uk If you wish to cancel or Return an order, stating your name and the order details.

For all Non Personalised / Purrsonalised products, If for any reason you are unhappy with your non personalised product, you can return it to us in its original, unused condition with any product packing intact within 7 working days of the date you received the order, and we will issue a full refund including delivery costs. Items are to be returned at your own expense.

When you return goods, please retain proof of posting from your shipper. We cannot be liable for loss or damage whilst a return is in transit and strongly advise insuring packages against such loss or damage.

For all Personalised / Purrsonalised products- You may cancel a personalised order within 48 hours. Once personalised items have been produced,these are not returnable. We will redo free of charge, any products if an error has been made by us with the personalised details, however we cannot refund for any changes of mind etc once the product has been produced. Please ensure the details on the personalised orders are correct when ordering. Thanks

We cannot refund or exchange DVDs or other digital media items unless they are returned unopened (still sealed in their original shrink wrapping), except if they are faulty.

Please note, in the interests of health and hygiene, returned goods must be undamaged, unsoiled, free from dirt or pet hair, and they must be returned with their original undamaged packaging. We are unable to accept returns on fabric items, catnip or toys that have been given to/used by your pet.

Refunds will be issued in the same way the payment was made. For cheque payment, a refund cheque will be sent. For Paypal and Nochex payments, A refund through paypal or Nochex will be made.

DAMAGED/DEFECTIVE GOODS
Please inspect your goods carefully upon receipt.

If any product arrives faulty or damaged, please inform us by email Shop@purrsinourhearts.co.uk within 10 days of the dispatch date and we will be happy to exchange it for you or offer a refund. You must return the faulty item to us within 10 days of dispatch date. We will refund or replace your item as well as your return postage costs. If we do not hear from you within 10 days or receive the item, your order will be deemed to have been accepted in good working order.

We check all items returned and if they are not found to be damaged/defective, or have been deliberately damaged, we reserve the right to claim any relevant costs from you.