Frequently Asked Questions

I placed an order for an item and it hasn't shipped yet. What's going on?

Due to the small scale production and handmade nature of many of our most popular items, there will be times where orders will be held up for what seems like an eternity (usually no more than a week or so - on occasion it may be as long as 2-3 weeks). We understand the frustration this can cause, as we want your cats to have their things just as badly as you do. This year we have also had an increase in packages being delayed in transit once they are passed to USPS, so please contact us if your order has shipped, but the package does not appear to be moving.

What will you do with my information after I create an account?

Personal information relating to you and your order history are only available to you if you provide the correct password that you create. After providing your password, you can edit or delete your information at any time from the Login page.

How long does delivery take?

Process time is about 1-3 business days.
Express shipping (DPD, DHL, UPS) 5-12 business days.
International shipping(Royal Mail, DPD, USPS) 12-20business days.

What about customs duty or taxes?

If you choose Express shipping, the customs will be inclued in the shipping fee.
If you choose the international shipping, you need to pay the customs by yourselves.

How do I amend my order or shipping information?

Once you have placed your order and completed your payment, your order will be sent to our warehouse and we will be unable to prevent your items being expedited to you. If you have any questions please contact us.

Once your order ships you will receive en email that will contain a tracking number. If you don't see this email please check your spam folder.

Where can i find my order number?

You can also find your tracking number and other order information by logging into your account. If you don't have an account you can click on Login in the top right corner of the home page on our website. From there click on Sign up.

Returns and refunds

What is your returns policy?

You must return the products in its original condition and original packaging within 14 days of delivery. Returns after this time will not be accepted. Please see our Returns & Refunds page for details. Returns will be at your own cost.

What is your refund policy?

If you are eligible for a refund we will proceed with the refund to your Paypal or original method of payment following our receipt of the returned product(s). Please see our Returns & Refunds for full details

I received the wrong product.

We sincerely apologize for any inconvenience caused. Please contact us so that we can rectify this as swiftly as possible.

My product is faulty or has arrived damaged.

We sincerely apologize for any inconvenience caused. Please contact us so that we can help you further.