.png)
Shipping & Returns
Shipping Policy
Last updated: 19 October 2025
At Puff & Whisker, we take pride in carefully packing and sending your hamster goodies straight to your door — quickly, safely, and with a sprinkle of whisker love.
---
Where we deliver
We currently deliver only within England.
Unfortunately, we do not ship to Scotland, Wales, Northern Ireland, or outside the UK at this time.
If you’re unsure whether we can deliver to your area, please email info@puffandwhisker.com before placing your order.
---
Processing time
Orders are usually packed and shipped within 2–3 working days (Monday to Friday, excluding bank holidays).
You’ll receive a confirmation email when your order has been dispatched.
---
Delivery method and times
We offer Standard Delivery only.
Your order should arrive within 2–4 working days after dispatch.
Please note: delivery times may vary slightly during busy seasons or due to courier delays.
---
Delivery costs
Shipping costs are shown at checkout before you confirm your order.
Occasionally, we offer free delivery promotions, which will be clearly shown on our website.
---
Missing or delayed orders
If your order hasn’t arrived within 10 working days after dispatch, please email us at info@puffandwhisker.com with your order number, and we’ll look into it right away.
Return & Exchange Policy
Last updated: 19 October 2025
---
Faulty or damaged items
If something arrives damaged or faulty, please contact us within 7 days of receiving your order.
Email info@puffandwhisker.com with:
- Your order number
- A short description of the problem
- A clear photo of the item (if possible)
​
We’ll replace it or refund you as quickly as possible.
​
Once we confirm the item is faulty, we’ll process your refund within 5–10 working days to your original payment method. We’ll also cover any return postage costs for faulty items.
---
​
We want you to love your purchase! But if you change your mind, don’t worry — shopping online means you’re protected by UK consumer law.
Cooling-Off Period
​
You have 14 days from the day you receive your order to let us know you’d like to cancel or return it — no questions asked. After that, you’ll have another 14 days to send the item back to us.
​
Refunds
Once we receive your return, we’ll refund the full purchase price (and the basic delivery cost) within 14 days.
You’ll just need to cover the return postage unless the item is faulty, damaged, or not as described — in that case, we’ll cover it.
Items We Can’t Accept Back
​
For hygiene or legal reasons, we can’t accept returns on:
​
- Personalised or custom-made items
- Perishable goods (like food or flowers)
- Digital downloads once you’ve started downloading or streaming
- Sealed products (like cosmetics or underwear) that have been opened
​
These terms follow the Consumer Contracts Regulations 2013 and don’t affect your statutory rights — if something’s faulty or not right, we’ll always make it right.
​
Questions?
If you have any questions about delivery or returns, just email us at info@puffandwhisker.com — we’re always happy to help.