Shipping Policy
Thank you for visiting and shopping at Katzenworld. The following are the terms and conditions that constitute our Shipping Policy. Please note that all of our items are shipped from the UK unless stated otherwise on the item detail page for a few third-party items.
All orders are processed within 1-3 business days. Urgent orders that have chosen Next Day / Express Delivery options will be prioritised accordingly.
Cut off time for same day dispatch for next day orders is 12.00, while we may still be able to get it out later this will depend on our mail collection time.
United Kingdom Shipping
Where possible orders are shipped on weekends or holidays for RoyalMail but we can’t guarantee this. Please do get in touch on live chat (right-hand bottom side) or via email if you require a specific day delivery.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout. UK deliveries over £60 come with free RoyalMail Tracked 48 delivery (2-3 working days) if you require faster delivery please choose a paid-for option at checkout.
Delivery delays can occasionally occur and we will endeavor to inform you if possible.
UK standard delivery:
Orders below 20£ can choose RoyalMail 2nd class (no tracking) for 2.99£, RoyalMail Tracked 48 for 3.99£ or RoyalMail Tracked 24 for 4.99£
Orders 20£ – 59.99£ can choose RoyalMail Tracked 48 for 2.99£ or RoyalMail Tracked 24 for 3.99£
Order value 60£+ you will have a choice of Free Delivery (RoyalMail Tracked 48) or an option to pay £1.99 which in this case will be upgraded to Tracked 24 RoyalMail.
Special Delivery Options are available for all orders and are calculated ad-hoc based on weight.
Delivery Aims:
RoyalMail Tracked 48 is 2 – 3 days (Mon – Saturday)
RoyalMail Tracked 24 is 1 – 2 days delivery aim (Mon – Saturday)
RoyalMail Special Delivery is a guaranteed next-day delivery service (Mon – Saturday)
International Shipping
All Shipping Costs are automatically calculated based on the weight and insurance cost of your order. If you encounter any issues or have questions about rates please contact us.
For most countries we offer pre-defined Standard Shipping Tracked Services and Express Tracked Services. This will be specified in the shipping option and also give an indication of approximate transit time.
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s) if a tracked-for-service has been chosen. If available the tracking number will be active within 24 hours.
Countries without defined shipping speed services:
For orders below £45 with the Worldwide Economy Courier Option we use RoyalMail economy delivery and the delivery aim is 3 – 10 working days for most countries (Middle East there we would highly recommend RoyalMail Tracked or Express Delivery).
For orders above £45 with the Worldwide / Europe Courier Courier Option or those that paid for a tracked service the delivery aim is 3 – 10 working days for Europe, 3 – 14 working days for non-European countries and the service is fully trackable.
Some delays may occur due to customs on either service which would be beyond our control or that of our delivery partners.
FedEx Express or similar is available to all countries.
Please note that there are certain products we can ONLY ship to a UK address (i.e. pet food containing meat)! If in doubt please email shop@katzenworld.co.uk and we are happy to help find out if it can be shipped.
Customs, Duties and Taxes on Orders Outside of the UK
Katzenworld is not responsible for any customs and taxes applied to your order by your local country. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Items returned due to invalid address provided / non-collection from your local Post Office / DPD pickup shop / non-payment of customs duty
If an item is returned for one of these reasons our postal operator charges a return charge. Both the outbound postage and return charge will be deducted from your refund, should you choose a refund of your order. We can re-post them but this will incur a new postage charge which would include the return postage cost.
Shipment to P.O. boxes or APO/FPO addresses
Katzenworld ships to addresses worldwide including, APO/FPO/DPO and BFPO addresses as well as PO Boxes. Please note that FedEx can not deliver to PO Boxes in the USA or Australia, please provided a street address or choose RoyalMail tracked if you’d like to receive your order to a PO Box.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s) if a tracked for service has been chosen. If available the tracking number will be active within 24 hours.
For UK deliveries the UK courier option and all RoyalMail tracked and signed for services will come with tracking numbers. 2nd and 1st class without this add-on will not include a tracking number.
Damages / Loss
On rare occasions, Damage or Loss in transit can occur. Please contact us should this have occurred. For damage, we can only accept a claim if you provide clear images of the packaging and item that is damaged as this is required in order to make a claim with our couriers.
Damages have to be reported within 7 days of receipt to our courier. Loss has to be reported after 30 days of dispatch and no later than 90 days.
Please keep all packaging materials and damaged goods before filing a claim via live chat (right-hand bottom side) or email.
We will require the following for most claims:
- Photos of the outside packaging
- Photos of the inside packaging
- Photos of the damaged item from 2 sides
International Loss:
Please note a parcel can not be declared lost until 30 working days for Europe and 60 working days for the rest of the world have passed to allow for customs delays.
Returns Policy (UK Only)
You may, within 14 calendar days of receipt of your order, return any item in unused, original condition for a refund. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy set out below.
If you wish to return items, you must inform us in writing by email to shop@katzenworld.co.uk. You must also return the product(s) to us in the same condition in which you received them in, and at your own cost and risk, unless you are returning damaged goods in which case we will cover the return postage. You have a legal obligation to take reasonable care of the products while they are in your possession.
If items come sealed (plastic wrapping, bags or stickers to show that they are unused) these must be returned sealed. If opened a return is not possible.
Made to order and custom assembled products are excluded from this return policy. International returns for change of mind are not accepted.
The return package, including written details of the reason for return, must be sent to the following address:
Katzenworld LTD,
53 Willow Road
Kettering
Northamptonshire
NN15 7BA
UK
Refund Policy
If you return items within the period mentioned above and in accordance with the terms of our Returns Policy, we will process the refund due to you as soon as possible after receiving your returned items. In this case, we will refund the price of your order minus our postage cost unless the item you returned was faulty / damaged in which case delivery charges will be refunded. You will be responsible for returning the item to us in its original condition and all postal costs or other costs incurred when returning the product(s).
If you return part of your order and qualified for free UK delivery originally we will deduct the postage charge from your refund should the new total order value fall below £60 after deducting the returned items.
If you return the product because you are claiming that it is defective we will examine the returned product and will notify you of our findings and confirm whether you are entitled to a refund on the grounds that the product was defective. Defective products returned by you will be refunded in full, including a refund of the original delivery charges charged to you and the postal cost incurred by you in returning the item to us provided that a receipt for or evidence of such costs is provided.
Please note that for Yoto products ALL repair and Warranty requests are provided directly by Yoto and you’ll need to open a ticket with them here. Yoto will work with you to test and verify the condition of cards / hardware. Should a product be deemed as faulty during this process Yoto will ask you to return it directly to them and send you a replacement directly.
Some of our products are fragile. Whilst every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods for free or offer a full refund (including postage cost) depending on your preference.
Please note that used items can not be returned. This includes electronic items and those that are taken out of their sealed packaging and thus can not be exchanged for hygiene reasons.
Accidental Orders / Orders you wish to cancel
If you wish to cancel an order prior to dispatch because you’ve placed the order in error we reserve the right to charge a £5 admin fee or the actual transaction costs (whichever is higher) for cancelling your order. If you prefer a pre-paid credit to use against a future order no admin fee deduction will be made.
This is due to the fact that all payment providers charge non refundable fees on ALL transactions and in some cases even charge a fee for a refund.
The admin fee deduction does not apply to orders you are returning.
Returns Policy (International)
Due to the complexity surrounding international orders, all international orders are non-returnable unless faulty. Returns would incur customs and duty charges upon return hence why these are not viable.
Warranties
Some of our products will come with an extended manufacturer warranty beyond the EU legal obligations. To find out the specific warranty about any of our products please get in touch via shop@katzenworld.co.uk
Orders we have to cancel due to being placed in error / not following our Terms will incur a £5 admin fee or the actual cost incurred by us from our payment providers so please do get in touch before placing your order to avoid this if you are unsure.