Shipping & Returns
Shipping Policy
We know exactly how it feels during and after buying an item online, which is why we have decided to provide every facility within our reach to ensure your experience with us is much more than just a purchase:
All our orders require a "processing" time before being sent for preparation. This timeframe can extend up to 24 hours in some cases. You will always be notified by email as soon as your order is confirmed.
To guarantee the availability and freshness of our catalogue, some of our items are dispatched directly from our partner international distribution centres outside the United Kingdom.
We offer free delivery across the UK, with an estimated delivery time of 8- 15 working days following order processing. Should there be any exceptions where delivery takes longer, you can find the exact delivery time in the product description.
To make tracking your order straightforward, we provide a tracking number via email as soon as the package is dispatched. This allows the customer to review the transit stages at any moment.
Occasional slight delays may occur due to international customs checks, extreme weather conditions, or local postal sorting constraints in the United Kingdom. If your order experiences an unusual delay, our customer support team is ready to assist you.
Return & Exchange Policy
Your satisfaction and that of your cat are our absolute priorities. Below, we detail the rules regarding cancellations, refunds, and damaged items:
- Order Confirmation and Cancellation by Us: We reserve the right to cancel an order prior to dispatch in the event of obvious pricing errors, reasonable suspicion of fraud, or unforeseen stock shortages. In these instances, a full refund will be issued immediately.
- Customer's Right to Cancel (14-Day Cooling-Off Period): In accordance with UK consumer regulations, you have the right to change your mind about your purchase within 14 days of receiving the product. To exercise this right, you must write us in a contact section.
The item must be unused, in its original packaging, and in perfect condition for resale. Due to hygiene and pet safety reasons, we cannot accept returns for items that have already been used by your pet.
- Note on Returns: Once you contact us, our team will provide the steps to follow to process the collection or return through our authorised distribution channels.
- Faulty, Damaged, or Incorrect Items: If your order arrives damaged, faulty, or does not match what you purchased, please write to us within 48 hours of delivery, including photographs or videos of the item's condition. We will assess the case immediately to arrange a free replacement or a full refund.
- Special Protection Guarantees (Loss and Timeframes):
35-Day Delivery Guarantee: If for any logistical reason beyond your control the package does not arrive at its destination within a maximum of 35 days from purchase, you have the right to request a full refund for a lost package.
Lost in Transit: If the courier confirms the package has been lost during transit, we will arrange a new shipment or issue a full refund immediately.