Frequently Asked Questions
Furrynote LTD | furrynote.com
Welcome to the Furrynote Help Centre. Below you will find answers to our most commonly asked questions. If you cannot find what you are looking for, please do not hesitate to contact us at info@furrynote.com — we are always happy to help.
🛍️ Orders
How do I place an order? Simply browse our store at furrynote.com, add your chosen items to your cart, and proceed to checkout. Follow the steps to enter your delivery address and payment details, then confirm your order. You will receive an order confirmation email immediately after your purchase is complete.
How will I know my order has been confirmed? Once your order is successfully placed and payment is processed, you will receive an order confirmation email to the email address provided at checkout. This email will contain your order number, a summary of your items, and your delivery details. If you do not receive this email within 1 hour, please check your spam or junk folder.
Can I change or cancel my order after placing it? We begin processing orders quickly, so we cannot guarantee changes or cancellations once an order has been placed. Please contact us immediately at info@furrynote.com or call +44 7735 379834 if you need to make a change. If your order has not yet been dispatched, we will do our best to accommodate your request.
Can I add items to an existing order? Unfortunately, we are unable to add items to an existing order once it has been placed. If you would like to purchase additional items, please place a new order on furrynote.com.
I entered the wrong delivery address. What should I do? Please contact us as soon as possible at info@furrynote.com or call +44 7735 379834 with your order number and the correct address. If your order has not yet been dispatched, we will update it for you. Once dispatched, we are unable to redirect the parcel.
🚚 Shipping & Delivery
How much does delivery cost? Absolutely nothing. We offer free standard delivery on every order to all UK addresses — no minimum spend, no discount code needed, no exceptions.
Where do you deliver? We deliver to all addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We do not currently ship internationally or to PO Boxes and BFPO addresses.
How long will my order take to arrive? Here is a breakdown of our delivery timeframes:
| Stage | Timeframe |
|---|---|
| Order Processing | 1 – 2 business days |
| Shipping Time | 7 – 13 business days |
| Estimated Delivery | 8 – 15 business days |
All timeframes are based on business days (Monday–Friday, excluding UK public holidays).
What is the order cutoff time? Our daily order cutoff time is 5:00 PM GMT, Monday to Friday. Orders placed before 5:00 PM on a business day begin processing the same day. Orders placed after 5:00 PM or on weekends and public holidays will begin processing on the next available business day.
How do I track my order? Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel in real time. If you have not received tracking information within 5 business days of placing your order, please contact us at info@furrynote.com.
My order hasn't arrived yet. What should I do? If your order has not arrived within 20 business days of your order date, please contact us at info@furrynote.com with your order number. We will investigate with our courier and resolve the issue as quickly as possible.
My tracking says delivered but I haven't received my order. What should I do? Please first check with neighbours or household members in case the parcel was accepted on your behalf, and check any safe spots around your property. If your order is still missing, contact us at info@furrynote.com within 7 days of the marked delivery date and we will open an investigation. If confirmed lost, we will offer a full refund or free reshipment.
↩️ Returns & Refunds
What is your return policy? We offer a 30-day return policy from the date of delivery. Items must be unused, unwashed, and in their original condition and packaging. For full details, please visit our Return & Refund Policy.
How do I return an item? To start a return, email us at info@furrynote.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within 2 business days with return instructions. Please do not send items back without contacting us first.
Who pays for return shipping? If the item is faulty, damaged, or incorrect, we will cover the return shipping cost in full. If you are returning an item for personal reasons (e.g. changed your mind), the return shipping cost is your responsibility.
When will I receive my refund? Once we receive and inspect your returned item, we will notify you of the outcome within 5 business days. If approved, your refund will be processed to your original payment method within 5–10 business days.
My item arrived damaged. What should I do? We are sorry to hear that. Please email us at info@furrynote.com within 48 hours of delivery with your order number and clear photos of the damaged item and packaging. We will arrange a replacement or full refund as quickly as possible.
I received the wrong item. What should I do? We sincerely apologise for the error. Please contact us at info@furrynote.com within 48 hours of delivery with your order number and a photo of the item received. We will arrange for the correct item to be sent to you or issue a full refund.
💳 Payments
What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, American Express, and Maestro. We also accept Apple Pay, Google Pay, Shop Pay, and PayPal.
Is it safe to pay on furrynote.com? Absolutely. Our website is fully secured with SSL encryption and all payments are processed through PCI-DSS compliant providers. We never store or have access to your full card details at any point.
When is payment taken? Payment is taken in full at the time of placing your order. You will not be charged before confirming your purchase at checkout.
My payment was declined. What should I do? Please double-check your card details and try again, or use an alternative payment method. If the issue persists, please contact your bank or card provider. You are also welcome to reach us at info@furrynote.com for further assistance.
Can I use a discount code? Yes. If you have a valid discount code, enter it in the designated field at checkout before completing payment. Only one discount code can be applied per order. Codes cannot be applied after an order has been placed.
🐾 Products
Are your products safe for pets? Yes. We only list products that meet relevant safety standards and are suitable for pet use. However, we always recommend supervising your pet when introducing any new product, especially toys and accessories.
Do your products come with instructions? Most products include instructions or care information either on the packaging or within the product listing description on our website. If you need further guidance, please contact us at info@furrynote.com.
A product I want is out of stock. Will it come back? We regularly update our inventory. If a product you love is currently out of stock, check back soon or contact us at info@furrynote.com and we will let you know when it becomes available again.
Do product images accurately represent the actual item? We do our best to ensure all product images are accurate and representative of the actual item. However, colours may vary slightly depending on your screen settings. If you have a specific concern about a product before purchasing, please contact us and we will help.
🏢 About Furrynote
Who is Furrynote? Furrynote is a UK-based online pet store dedicated to providing high-quality accessories and essentials for cats and dogs. We are a fully registered UK private limited company, serving pet owners across the United Kingdom with free delivery on every order.
Is Furrynote a legitimate UK business? Yes. Furrynote LTD is a private limited company registered in England and Wales. Our company registration number is 16541263, incorporated on 25th June 2025 under the Companies Act 2006. Our registered address is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
How do I contact Furrynote? You can reach us through any of the following:
📧 Email: info@furrynote.com 📞 Phone: +44 7735 379834 🌐 Website: www.furrynote.com 📍 Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
We aim to respond to all enquiries within 2 business days (Monday–Friday, 9:00 AM – 6:00 PM GMT).
Still have a question? We are always happy to help. Reach out to our team at info@furrynote.com and we will get back to you within 2 business days. 🐾
Furrynote LTD is a private limited company registered in England and Wales. Company Registration Number: 16541263. Incorporated on 25th June 2025 under the Companies Act 2006.