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?

Large Cat Blanket Box, Large Kitten Blanket Box, Large Cat Gift Box, T-Shirts, and Sweatshirts will all be dispatched 5 working days from purchase.

All other items including; all other pet items, toys and gift boxes, bandanas, mugs, bags, greeting cards, keyrings, handmade jewellery will all be dispatched 3 working days from purchase. 

  • What delivery service is my order being sent by?

Most orders which are placed using "Standard Shipping" are sent via Royal Mail 48 Tracked. Orders placed using "Express Shipping" are sent via Royal Mail 24 Tracked.

Non-personalised bandanas and cat toy springs are sent "Standard Shipping" via Letter/Large Letter Royal Mail 2nd Class Untracked with "Express Shipping" being sent Royal Mail 48 Tracked.

  • How can I track my order?

When your order is dispatched you will receive an email containing your tracking number if your order is tracked. 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. If your order has been dispatched tracked, 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 or instant chat service with your order number 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 or the instant chat option on our website and we will request photos of the damage for our insurance and arrange a replacement for you.

  • Dropshipped Items

We have partnered with several companies to bring our customers a full range of pet related products which accommodate all of their needs. These brands include but are not limited to; GorPets, Go Dropship, The Giftie Company, PetSupplyUK and Costway. 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, including items such as cat trees.

  • 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.