FAQs

Welcome to our FAQ page! Here, you'll find answers to common questions about shipping times, delivery charges, and more. Whether you're curious about order processing or need help with returns, our comprehensive guide ensures a smooth shopping experience. Get all your queries resolved quickly and easily!

SHIPPING

  • When will my order be shipped?

All handmade Kitty Creative Company items are shipped within four working days.

Items which are dispatched by a partner company or printing service have their shipping times stated on their individual listings.

  • What delivery service is my order being sent by?

We use Royal Mail Tracked 48 for all items in our shop. We put care, time and hard-work into every item we make, we want to know where your order is just as much as you do!

An upgrade is available for Royal Mail Tracked 24.

  • How can I track my order?

When your order is dispatched you will receive an email containing your tracking number. This can be used on the Royal Mail Tracking Website or their App to tracking your order.

  • Help! My order hasn't arrived yet.

Once your item has been dispatched we are not responsible for how quickly it reaches you. Delays can occur due to courier issues, postal delays etc. Please refer to your tracking number to locate where your parcel currently is on its journey to you.

Please get in touch using the contact form and have your order number ready so we can investigate any issues and attempt to resolve them if your order has not reached you within 10 working days from dispatch.

  • Help! My order arrived damaged.

Unfortunately despite taking the utmost care to pack all our items this does sometimes happen. You can contact us using the "Contact Us" form and we will request photos of the damage for our insurance and arrange a replacement for you.

  • Dropshipped and Print on Demand Items

Items which are dispatched by these companies are highlighted within their listing description and their individual shipping times are displayed. Although the items are dispatched from these companies, Kitty Creative Company takes full responsibility for these products and it is us who are the seller and will take care of returns, disputes and refunds. 

PRODUCTS

  • Are your pet toy products handmade?

All items which are handmade are labelled as such - for cats, the kickers, pillows, felt toys, fabric toys, blankets etc are all handmade by us in-house. For dogs, all bones are handmade in-house. We do use a curated selection of non-handmade products to enhance our gift boxes and product range to make sure we offer something for every pet to enjoy.

  • Can I return my order?

Yes - we have a 30 day returns policy which means you must contact us within 30 days to request a return. The item you are returning must be: unworn, unused, unopened if it is a cat or dog toy and returned to us in the original packaging.

  • What we can't take back

We cannot accept returns on personalised items, this includes but is not limited to; Small and Medium Birthday Gift Boxes, Large Cat and Kitten Blanket Boxes, Blankets, Personalised Balloons, Mice and Kickers, Personalised Mugs, Personalised Bandanas, All Photo Personalised Gifts, Personalised Greeting Cards.

  • Can I cancel my order?

Yes, we accept cancellations within 24 hours after the purchase has been made. Unfortunately, we cannot allow cancellations after that point as your order is likely already being made.