Find answers to the most common questions about shopping with Lushoa. If you can't find what you're looking for, please don't hesitate to contact us.
Orders & Payment
How do I place an order?
Simply browse our collections, add items to your basket, and proceed to checkout. You'll need to provide your delivery address and payment details to complete your order. Once confirmed, you'll receive an order confirmation email.
What payment methods do you accept?
We accept credit cards only, including:
•Visa
•Mastercard
•American Express
We do not accept PayPal, Klarna, bank transfers, or any buy-now-pay-later services.
Is it safe to shop on your website?
Yes, absolutely. Our website uses SSL encryption to protect your personal and payment information. We are PCI DSS compliant, meaning we meet the highest security standards for handling card payments.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us immediately at support@lushoa.com. If your order hasn't been dispatched yet, we'll do our best to accommodate your request. Once an order has been dispatched, it cannot be cancelled, but you can return it following our returns process.
I haven't received my order confirmation email. What should I do?
First, check your spam or junk folder. If you still can't find it, contact us at support@lushoa.com with your name and the email address you used, and we'll resend your confirmation.
Delivery
How long will delivery take?
Our delivery consists of two stages:
•Handling time: 1-3 business days (order processing and dispatch)
•Transit time: 5-7 business days (shipping to your address)
•Total estimated delivery: 6-10 business days
What is the order cut-off time?
Orders placed before 3:00 PM (UK time) on a business day will begin processing the same day. Orders placed after 3:00 PM or on weekends/bank holidays will begin processing on the next business day.
How much does delivery cost?
Delivery is FREE on all orders! We offer free standard UK delivery regardless of order value – no minimum spend required.
Do you deliver internationally?
No, we only deliver within the United Kingdom. We do not offer international shipping at this time.
How can I track my order?
Once your order is dispatched, you'll receive an email with a tracking number and link. You can use this to track your delivery in real-time.
What happens if I'm not home when my order arrives?
The courier will either leave your parcel in a safe place (if you've specified one), attempt redelivery, or leave a card with collection instructions.
Returns & Refunds
What is your returns policy?
We offer a 30-day return policy. You can return items within 30 days of delivery, provided they are unused and in their original packaging.
Who pays for return shipping?
You pay return shipping for standard returns (change of mind, wrong size ordered, etc.).
We pay return shipping if the item arrived damaged or is faulty. In these cases, we also offer the option of an exchange.
How do I return an item?
1.Contact us at support@lushoa.com with your order number and reason for return
2.We'll send you a Return Authorisation Number and instructions
3.Package the item securely and post it to the address provided
4.We recommend using a tracked delivery service
Important: Please do not send items back without first contacting us for authorisation.
What if my item arrives damaged?
•Your order number
•Photos of the damage
We will offer you a full refund or an exchange for the same item. We will cover the return shipping costs for damaged items.
How long does it take to receive my refund?
Once we receive and inspect your return:
•Inspection: 7 business days
•Refund processing: 7 business days
•Funds in your account: 3-10 business days (depending on your bank)
Can I exchange an item?
For damaged items: Yes, we offer exchanges and cover the return shipping.
For other reasons: We recommend returning the item for a refund and placing a new order. This is the fastest way to get your replacement.
Products
Are your products suitable for all pet sizes?
We offer products in various sizes to suit different pets. Each product page includes dimensions and weight recommendations. If you're unsure which size is right for your pet, please contact us and we'll be happy to advise.
What materials are your cat houses made from?
Our cat houses are primarily made from natural wicker and rattan, which are durable, breathable, and eco-friendly. They include soft polyester cushions that are removable for washing.
Are the elevated dog beds suitable for outdoor use?
Yes, many of our elevated dog beds are designed for both indoor and outdoor use. Products with UV protection canopies are particularly suited for garden and patio use. Check individual product descriptions for specific suitability.
How do I clean my pet bed?
Cleaning instructions vary by product:
•Cushion covers: Most are removable and machine washable at 30°C
•Wicker/rattan frames: Wipe with a damp cloth
•Elevated bed mesh: Hose down or wipe clean
•Washable beds: Machine wash according to care label
Always check the specific care instructions for your product.
Do your products come assembled?
Most of our cat houses come fully assembled. Elevated dog beds typically require simple assembly that takes just a few minutes without tools. Assembly requirements are noted on each product page.
Product Care & Safety
Are your products safe for pets?
Yes, all our products are made from pet-safe materials and meet UK safety standards. We carefully select products that are non-toxic and suitable for use by cats and dogs.
My cat/dog likes to chew. Are your products suitable?
While our products are durable, they are not designed to withstand aggressive chewing. If your pet is a heavy chewer, we recommend supervising them with new products and considering more robust alternatives.
How do I introduce my pet to their new bed?
Some pets take to new beds immediately, while others need time to adjust. Tips for encouraging your pet:
•Place the bed in their favourite resting spot
•Add a familiar blanket or toy
•Use treats to create positive associations
•Be patient – some pets need a few days to accept new items
Account & Privacy
Do I need to create an account to order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and view your order history.
How do you protect my personal information?
We take your privacy seriously. Your data is protected by SSL encryption and stored securely. We never sell your information to third parties. For full details, please read our Privacy Policy.
Still Have Questions?
If you couldn't find the answer you were looking for, please contact us:
•Email: support@lushoa.com
•Response Time: Within 24-48 hours on business days
We're always happy to help!
Lushoa – Where Pets Rest in Style
