🐾 Questions & Cosy Answers
Got a little question fluttering about? You’re in the right place.
Here are the things pet parents most often ask us, answered with warmth (and a wag of the tail).
🐶 How long does delivery take?
All orders are lovingly packed and sent from Essex, UK.
Standard UK delivery usually takes 2–5 working days.
Personalised items may take an extra 1–2 days, as they’re made especially for your pet (and good things take a moment).
If you ever need something urgently, just drop us a message. We’ll always try our best to help.
🐱 Are your sisal scratch mats safe for cats?
Absolutely.
Our mats are made from 100% natural sisal fibre, perfect for scratching, stretching, playing… and the occasional dramatic sprawl. They also have a non-slip backing to keep everything steady during enthusiastic zoomies.
Cat-approved. Human-approved. Sofa relieved.
✨ Can I personalise any product?
Many of our favourites can be personalised, including:
• Embroidered gifts
• Laser-engraved bottle openers
• Capybara Cat Houses with name tags
• Selected accessories
Just look for the “Personalised” option on the product page.
If you’re unsure, pop us a message. We love helping you make things extra special.
🎵 How does the custom pet song work?
This is one of our favourite things.
You simply tell us a little about your pet, their name, personality, funny habits or favourite nap spot, and we’ll write an original song just for them.
It’s a beautiful keepsake for birthdays, gotcha days, or those quiet moments when you just want to say I love you in musical form.
📦 What’s your returns policy?
We want you (and your pets) to be truly happy.
• Non-personalised items can be returned within 14 days
• Personalised items are made to order, so unfortunately can’t be returned unless faulty
If something isn’t quite right, please get in touch. We’re human here, and we’ll always try to make things right.
🌍 Do you ship internationally?
At the moment, we ship to mainland UK with free delivery.
International shipping is coming soon, but if you’d like an item sent overseas, feel free to contact us for a shipping quote and we’ll happily check the cost for your location.
You can also join the Whiskery Club to be the first to know when international checkout goes live.
😼 My cat isn’t using the scratch mat. Help!
Ah yes. Cats.
Try placing the mat where they already like to scratch, or sprinkle a little catnip on top. Most cats fall in love with sisal very quickly, but some like to pretend they’re not impressed (while secretly plotting).
If you’re still stuck, message us. We’re happy to help troubleshoot with you.
🐾 Are your products suitable for kittens and puppies?
Most of our items are suitable for young pets, but every little explorer is different.
Always supervise during first use, especially with beds, playpens or accessories, and feel free to ask us if you’d like guidance on sizing or suitability.
📏 How do I choose the right size?
Each product page includes sizing details to help you choose.
If you’re unsure, you’re welcome to message us with your pet’s breed, approximate size or weight and we’ll happily recommend the best option.
🧵 How are personalised items made?
Our base products are professionally manufactured, then carefully personalised by me here in the UK.
Each personalised item is individually embroidered or laser engraved in my studio using our own machines. Designs are prepared by hand (not auto-generated), and every piece is checked before it’s sent out.
So while the products themselves aren’t handmade from raw materials, the personalisation is done thoughtfully, one order at a time.
Each personalised order is finished with care in our small studio before heading to its new home.
🐕 Are your products safe for pets?
Safety is always our starting point.
We choose materials thoughtfully and test everything ourselves, but as with any pet product, supervision is recommended, especially during first use.
If you ever have a safety question about a specific item, just ask.
🎁 Can I send an order as a gift?
Absolutely.
Many customers send Whiskery Sour treats directly to friends and family. You’re welcome to add a gift note at checkout, and we’ll make sure it’s packed with extra care.
🐾 Are you a small business?
Yes. A very small one.
Whiskery Sour is run from our little studio in Essex, where every order is prepared by real hands (often with my neighbour’s wonderfully nosy cats peeking through the patio door, offering unsolicited quality control). I design all our artwork myself, personalise items one by one, reply to customer messages personally, and pack every parcel with care, so each order arrives feeling a little bit loved.
💛 Still wondering something?
If your question isn’t answered here, just reach out.
You can email us at info@whiskerysour.co.uk or send us a message through the website. We’re a small studio, but we care deeply, and every message is read by a real human.
Warm whiskers,
Jen 🐾