Shipping policy

PROCESSING TIMES:

All items have a 5 working day processing time due to their handmade nature.

SHIPPING METHODS:

Orders within the UK which are placed using "Standard Shipping" are shipped via Royal Mail 48 Tracked. Orders placed using "Express Shipping" are shipped via Royal Mail 24 Tracked. Non-personalised bandanas and springs are sent "Standard" via Royal Mail 2nd Class untracked and "Express" via Royal Mail 48 Tracked.

International orders placed from outside of the UK are sent via Royal Mail International Tracked. We currently ship to the USA, Canada, Australia and New Zealand. Please note that pet gift boxes which include treats and pet food are unable to be shipped internationally and will be unavailable for purchase. 

INTERNATIONAL CUSTOMS CHARGES, IMPORT DUTY AND VAT CHARGES:

Your order may be subject to import duties, taxes, custom charges and VAT charges, which may be incurred once a shipment reaches its destination country. KittyCreativeCompany is not responsible for any of these charges if they are applied to your package and they are your responsibility as the customer to pay them where applicable. 

ORDER TRACKING:

Your tracking number will be sent in your dispatch email and can be tracked on the Royal Mail website.

WHERE IS MY ORDER?

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, customs 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 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 for all UK orders.

MY ORDER ARRIVED DAMAGED:

Unfortunately on rare occasions items can arrive damaged, this is unfortunate and we do pack all items with the utmost care to limit the possibility of this happening. Please get in touch using the contact form with your order number in the event of your order arriving damaged so we can attempt to resolve the issue.  

RETURNED TO SENDER:

In the event that your order is returned back to us due to; incomplete address, incorrect address or unclaimed post, it is your responsibility to pay for additional shipping fees to get your order resent. In the event that your order is eligible for a returned item refund (non-personalised items) we would be willing to refund your item cost less shipping fee. We will contact you directly if your item is returned to us to resolve the issue. 

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.