Q: How do I place an order?

Simply add your favourite hamster goodies to your basket and go through checkout. You’ll get an email confirmation once your order is placed.

Q: What payment methods do you accept?

We accept major debit and credit cards, PayPal, and other secure payment options shown at checkout.

Q: Can I change or cancel my order after placing it?

If your order hasn’t been shipped yet, email us as soon as possible at info@puffandwhisker.com and we’ll do our best to help.

Once it’s dispatched, we can’t make changes.

Q: Do you deliver outside England?

Not at the moment — we currently deliver within England only.

Q: How long does delivery take?

We use standard delivery, which usually arrives within 2–4 working days after dispatch.

Q: How much is delivery?

Delivery costs are shown at checkout before you pay. We sometimes run free shipping promotions, so keep an eye out!

Q: How will I know when my order has been sent?

You’ll receive an email as soon as your order is on its way.

Q: Do you accept returns?

We only accept returns for items that arrive faulty or damaged.

Please contact us within 7 days of receiving your order if this happens.

Q: How do I report a faulty item?

Email info@puffandwhisker.com with your order number, a short description, and a photo of the issue — we’ll sort it quickly.

Q: How long do refunds take?

Once we confirm the issue, refunds are processed within 5–10 working days back to your original payment method.

Q: Are your products safe for hamsters?

Yes! All our items are carefully chosen to be hamster-safe, high quality, and fun.

Always supervise your pet with new toys or accessories to make sure they’re suitable.

Q: Do you sell food or treats?

Yes — but only products we’d happily give to our own hamsters! We don’t accept returns on opened food or treats for hygiene reasons.

Q: Do you make custom items?

If you have a special request, email us at info@puffandwhisker.com — we’ll see what we can do!

Q: How can I contact you?

You can reach us anytime at info@puffandwhisker.com, or use the contact form on our website.

We aim to reply within 1–2 working days.