Shipments

Your pack shipment

Packages are generally dispatched within 2 days after your order was processed. Our products are made to order and are shipped via Royal Mail. An order is usually processed within 3 days.

RETURN POLICY

Last updated December 01, 2018

1. OUR PRODUCT RETURN POLICY

You have 14 days as of the date you receive your order to return any items.

If you receive faulty goods, you may also have a right to return these goods and to ask us to replace them or get a refund.

2. FAULTY ITEMS

Whilst rare, it does occasionally happen. Simply email us at info@fromkattocats.com with your name, order number, product name and a photo and description of the fault and we will arrange a replacement or refund.

3. HOW TO RETURN AN ITEM – UK CUSTOMERS ONLY

  1. Contact us at info@fromkattocats.com to get a prepaid shipping label, please include your name, order number and the item name(s) that you wish to return. We will get back to you within a few hours.
  2. Print the prepaid shipping label we sent you
  3. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
  4. Cover your original address label with the prepaid shipping label we sent you
  5. Return your package via the Post Office, remembering to get proof of postage. Keep it safe in case you need to use this as evidence of your return.

4. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

You get 14 days to cancel your contract with us.

This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to email us at info@fromkattocats.com with notice of your cancellation.

If you already received your items, please follow the return steps mentioned above.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

It can take up to 14 days from the date of your return for your parcel to be processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).

We will make sure to keep you in the loop and send you an email as soon as your parcel arrives and when we have processed your refund.

6. CAN I EXCHANGE AN ITEM THROUGH THE ONLINE SHOP?

Unfortunately, we don’t offer online exchanges, but you always have the option of placing a new order to get the right item

It’s easy to return any item you don’t want to keep. As soon as we have received the item, we will make sure to refund the amount in question. According to legal requirements you must return an item within 14 days of its receipt.