Visit Our London Stores
Frequently Asked Questions
+ - What products do you sell in store?
The categories of products that we sell in our Notting Hill retail store are: Food, Treats, Collars, Leads, Bow Ties, Harnesses, Hygiene, Shampoo & Sprays, Tablets, Toys, Jackets, Jumpers, Beds, Blankets, Puppy Necessities.
We also have a small selection of products in our Hillgate store including: Shampoos and Treats.
+ - Do you have cat or fish products?
90% of our store is filled with products for dogs. We do have a small selection of Cat Food, toys, treats and hygiene products. We do not have any other animal products available.
+ - How do I get to Hillgate from Notting Hill?
Hillgate is directly behind the Notting Hill gate store. If you have your back against our Notting Hill store, please walk left and take another left at the sushi store. Walk down the road 20 yards and take a left. On your immediate left you will see our Hillgate Grooming parlour. Please view both of our stores on google maps above.
+ - Do you have anything available for puppies?
Yes, among the accessories and general dog products that will fit your puppy anyway we also have a small selection of puppy food and hygiene products including training pads.
+ - What are your opening times?
+ - How do I visit your Chelsea or Westfield stores?
+ - Do you sell animals?
No we do not.
+ - Can i stop by to get my dog's nails clipped?
Absolutely, we do accept walk-ins for nail clipping. This will cost £10. It’s likely that we will be very busy on Saturday’s, so please call us before to confirm that we can accept your nail booking appointment. The numbers can be found above.
+ - Store Payment Details Safely with Square. What's this about?
Using a 100% safe and secure payment system, Square, it is now more convenient than ever for our grooming customers to save time by saving their payment details in store for faster checkouts in the future.
Once the card details are safely stored, by the time of the next appointment, Purplebone staff members can request the outstanding balance for the current groom be taken from this saved payment using Square. The streamlined process, allows customers to happily leave the parlour with their dog without having to hang around to fuss over manual payment.
The system is GDPR, PCI compliant & 100% safe for all customers. Purplebone employees do not have access to full card details. Customers choose this option, it’s not required. Customers can revoke Purplebone’s access at any point.
For added convenience, multiple cards can be added to each profile. Email or SMS paper free receipts are also an option if required.
This process is particularly helpful to those who don’t personally collect the dog but trust another in their person to pay e.g. friend, housekeepers / hired help, family etc.
Purplebone employees will be happy to explain the process in greater detail at the time of your visit.
+ - Grooming Deposits
A £25 deposit is required to secure your booking for new customers only. An invoice will be sent to your email. The remainder of the fee will be paid in store upon collecting your dog.
If you fail to show up to your appointment, or cancel within 24 hours, you will be subject to a cancellation fee of up to 50% of the appointment value.
+ - How much does it cost to get my dog groomed?
Dog grooming prices vary, your dogs size will be the biggest factor to the cost. The size guide can be found on the grooming page and is broken into 5 categories: Toy/X Small, Small, Medium, Large, X Large.
+ - Do you have spaces available today?
We welcome same day booking, please call our stores using the phone numbers above. It’s unlikely that spaces will be available however please call us as early in the day as possible to secure your same day booking.
+ - Full Groom vs Wash vs Wash and Tidy?
Our grooming parlours welcome all dogs, we have multiple treatments available to meet your requirements. While full grooms are the ultimate beautification treatment, it may not be the best option for your dog. Short haired dog breeds will not need a full groom since there is not enough hair to cut. Visit our grooming page to find out everything you need to know about our dog grooming services.
+ - Will I be charged more if my dogs coat is matted?
Yes, there will be extra charges for matted coats. Unlike other grooming parlours we will try our absolute best to un-matt any dogs coat. We will proudly try our best to make sure your dog’s coat is in beautiful condition when you collect them. There will however be extra charges for de-matting due to the time and care taken. Find all information on dog grooming prices here.
+ - Do you use drying cabinets?
No, we do not use drying cabinets and we never have. We wouldn’t recommend using any grooming parlour that still uses drying cabinets. To keep your dog happy before and after their grooming treatment, we have big open topped boxes for your dog to relax. You can see our bespoke boxes being relaxed in here. Toys, bowls of waters and blankets are provided in our boxes, to ensure your dog is always comfortable.
+ - Can I get my cat groomed?
+ - Can I come into the parlour with my dog whilst it gets groomed?
Unfortunately we do not allow owners to stay with their dogs in our parlours. It is much more comfortable for the dog when the owner isn’t in sight. Unfortunately, dogs do get stressed when they can see their human but are unable to get to them.
+ - How do I track my order?
If you have opted into DHL express shipping you will receive either SMS, E-Mail (or both) notifications when your order is out for delivery. You will only receive these notifications if you provide us with correct information at checkout.
All orders that will have opted in to Royal Mail services will not receive tracking notifications. These packages are tracked however, with notifications showing on the Royal Mail website when the packaged has arrived, or if there are complications e.g delivery.
If you require any information on the tracking of your order please email us at email@example.com with your order number.
+ - Do you ship Internationally?
Yes shipping is available for all countries worldwide. There are multiple options to chose from, both economical and express. All shipping costs can be found here or by visiting the cart page with all the products in your cart.
+ - What will the taxes on my order be?
All taxes will be calculated at checkout once you have entered your delivery address in. There is a 20% inclusive cost for VAT purposes. The exact VAT costs will appear on your delivery note.
For business customers who are purchasing from us via our wholesale portal there will be a 20% VAT reduction for customers who have their items delivered outside of the UK.
+ - Can I get Free Shipping?
Occasionally Purplebone will offer free shipping within the United Kingdom to customers. Check the prices in your cart to see if your shopping basket applies. We do currently offer a free click and collect shipping option
+ - Can I collect my order from your store?
+ - How do I choose the right size for my dog?
On each product page there will be measurements for that product and it’s variants. Please make sure you have a spare measuring tape to hand and male note of your dog’s main measurements. The main measurements for collars would be the neck circumference. For garments there are three measurements to be aware of: these are the belly / chest circumference, the back length and the neck circumference.
+ - How do I return my Purplebone order?
Purplebone accepts returns of unworn, unwashed, undamaged or defective merchandise. For full refund within 28 days of original purchase. Please visit the returns page here, to print off your free returns label.
+ - Other Questions?
If you have any more questions or queries please use the contact form above.