Frequently Asked Questions
Got a question? We've probably been asked it before — by cat parents just like you. If you can't find your answer here, drop us a line and we'll get back to you personally.
Orders & Purchasing
Q: Do I need an account to place an order?
A: Not at all! You can check out as a guest. But creating an account lets you track orders, save your details for next time, and receive exclusive offers — so it's worth it.
Q: Is it safe to pay on your website?
A: Absolutely. We use industry-standard encryption and trusted payment providers (Stripe & PayPal) to keep your details safe and secure.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express).
Q: Can I change or cancel my order after placing it?
A: We process orders quickly to get them to you faster, so changes aren't always possible. Please contact us within 2 hours of placing your order and we'll do our best to help.
Q: How do I track my order?
A: You'll receive a tracking link via email once your order is dispatched. You can also check your order status via our Order Tracking page.
Q: Do you offer discount codes?
A: Yes! New customers get 10% off their first order — just subscribe to our email list via the pop-up on our homepage. We also run seasonal promotions and exclusive offers for subscribers.
Products
Q: Are your products only for cats?
A: Yes! LumeNobre is a cat-first brand — every product in our range is designed with felines in mind. Some items like our Grooming Gloves and Inkless Paw Print Kit work beautifully for other pets too, but our focus is always on what your cat needs.
Q: How do I clean and maintain my LumeNobre products?
A: Each product comes with specific care instructions. In general:
-
Brushes and combs — remove fur and wipe with a damp cloth
-
Water fountains — removable, dishwasher-safe components
-
Beds and cushions — machine washable covers where indicated
-
Toys — wipe clean with a damp cloth
Q: Are your products safe for kittens?
A: Most of our products are suitable for young cats, but we always recommend checking the specific product page for age and size guidance. When in doubt, feel free to ask us!
Q: Are your collars and harnesses escape-proof and safe?
A: Yes! Our Cat Harness Lead Leash Set is adjustable, reflective, and designed to be escape-proof — perfect for safe outdoor adventures. Safety is always our top priority.
Q: Is the AquaPurr Water Fountain really quiet?
A: Truly! Our customers love how silent the AquaPurr is. It features an anti-dry burn pump and auto-filter system, so the water stays clean and fresh with barely a hum.
Q: What is the Cat Lick Mat for?
A: The Lick Mat with Suction Cup is a silicone slow feeder that sticks to any flat surface. It's perfect for reducing anxiety during mealtimes, slowing down fast eaters, and making grooming sessions easier — just spread their favourite treat on it!
Q: Do the interactive toys require batteries?
A: It depends on the toy. Our Automatic Rolling Ball is USB rechargeable — no batteries needed. Our Bell & Feather Wand and Puzzle Box are completely battery-free. Check each product page for details.
Delivery
Q: How long does delivery take?
A: Standard delivery within the UK typically takes 3–5 working days. Express delivery (1–2 working days) is available at checkout.
Q: Is UK delivery really free?
A: Yes! FREE UK delivery on all orders over £35. Standard delivery fees apply to orders under £35.
Q: Do you deliver outside the UK?
A: Currently, we deliver within the UK only. We're working on expanding internationally — watch this space!
Q: My order hasn't arrived — what should I do?
A: First, check your tracking link (sent via email when your order is dispatched). If it shows no progress after 5 working days, contact us and we'll sort it out straight away.
Returns & Refunds
Q: Can I return a product if I'm not happy?
A: Yes. We offer a 30-day returns policy. If you're not completely satisfied, return your item in its original condition and we'll refund you — no fuss. See our Returns & Refunds page for full details.
Q: What if my product arrives damaged?
A: We're really sorry if that happens. Contact us within 48 hours with a photo of the damage and we'll arrange a replacement or full refund immediately.
Q: How do I start a return?
A: Simply email us with your order number and reason for return. We'll send you return instructions and process your refund once we receive the item.
Q: Can I exchange a product for a different one?
A: Yes! If you'd prefer a different item, just mention it when you contact us. We'll arrange the exchange as quickly as possible.
About LumeNobre
Q: Who runs LumeNobre?
A: We're a couple who share our home with sixteen rescue cats and a passion for making cat parenting better. Read our full story on the Our Story page.
Q: What does "LumeNobre" mean?
A: Lume means light — the light in your cat's eyes when they see you. Nobre means noble — the standard of care we hold ourselves to. Together, it's our promise: Noble Care for Your Brightest Companion.
Q: Are your products eco-friendly?
A: We're committed to reducing our environmental paw print. We use eco-conscious packaging, and we're continually working towards more sustainable materials across our range.
Q: Do you support animal rescues?
A: Yes — it's personal for us. A portion of every sale supports rescue organisations. We also feed street cats daily and actively participate in local rescue efforts. Every purchase you make helps us help them.
Still have a question?We'd love to help! Contact Us →