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.

United Kingdom Shipping

All orders are processed within 1-3 business days. Urgent orders that have chosen Next Day / Express Delivery options will be prioritised accordingly. Where possible orders are shipped on weekends or holidays but we can’t guarantee this. Some of our couriers have weekday & weekend delivery but please do get in touch on live chat (right-hand bottom side) or via email if you require a specific day delivery. RoyalMail and FedEx Next Day deliveries in the UK are Mon – Fri. Saturday deliveries available at an extra cost, please contact us if you require this as we’d have to manually invoice you.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. 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 economy delivery (2-5 working days) if you require faster delivery please choose a paid-for option at checkout.

Please note the free delivery only applies to items dispatched directly by us. We do have a few items that come directly from selected partners. These will show in their item description that they are dispatched directly by the manufacturer and we can not waive the postage cost on them.

Delivery delays can occasionally occur and we will endeavor to inform you if possible.

For standard UK courier, we will use either DPD 1 – 2 days or RoyalMail Tracked 48, depending on your order value item type and location. If you prefer a specific courier please choose from the available options or if your preferred courier is not listed get in contact with us and we can confirm the delivery cost.

Changes to UK Standard Shipping Costs May 2022:

Due to feedback from our regular customers, we have canceled our contract with myHermes (EVRI) and are now only using DPD and Royalmail for UK Standard Shipping. This has however meant that we had to make changes to our Shipping Cost as follows:

Order value up to 35 pounds on the UK Standard Courier will have a postage cost of £4.99 which for Mainland UK would be via DPD 1 – 2 days and NI / Highlands via RoyalMail Tracked 48
Order value 35.01 – 59.99 on the UK Standard Courier will have a postage cost of £3.99 (same as above in terms of couriers)
Order value £60+ you will have a choice of Free Economy Courier (DPD 1 – 2 Days or RoyalMail Tracked 48) or an option to pay £2.99 on the UK Standard Courier option which in this case will be upgraded to DPD Express (Next Day delivery)

We hope you’ll agree with us that these changes are worth it to ensure that our customers have a better delivery experience. DPD comes with a 1 hour delivery slot and convenient options to pickup your parcel from a DPD pickup shop. We’ve also tried to keep the costs as similar as possible but on smaller orders we were unable to absorb as much of the increased postage cost.

RoyalMail letter, large letter and standard parcel options will remain available for you to choose on smaller orders! And we’ve of course kept our free shipping threshold. 🙂

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.

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 international deliveries, please choose RoyalMail Tracked, Tracked & Signed or Express in order to receive a tracking number. Worldwide courier options will only include a tracking number if your order value is over £45 as we charge a lower rate on thos orders.

For orders below £45 with the Worldwide / Europe Courier Option we use RoyalMail economy delivery and the delivery aim is 3 – 10 working days for most countries (Exceptions Australia & New Zealand, Middle East there we would highly recommend RoyalMail Tracked or Express Delivery), however, 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 in order to allow for customs delays.

For orders above £45 with the Worldwide / Europe Courier Courier Option or those that paid for a tracked service the delivery aim is 2 – 5 working days for Europe, 3 – 7 working days for non-European countries and the service is fully trackable. Some delays to countries outside of the EU may occur due to customs.

For orders to Germany, you can choose from RoyalMail (Economy and Standard do not come with tracking), DPD (Tracked)-

FedEx Express is available to all countries.

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, please provided a street address or choose RoyalMail tracked if you’d like to receive your order to a US PO Box.

Restrictions on International Items:

Please note that some international restrictions may apply to some of our items. Food items and catnip/valerian/silvervine toys for example might not be allowed to be shipped to your country (Mainly New Zealand as far as we know for cat toys). If you plan to order these please do get in touch for placing your order.

Yoto content cards will require a UK shipping address. You can have them sent to friends and family or use your own forwarding service such as the Post Lady (a convenient, safe, and affordable way to combine multiple shipments for dispatch to yourself at great rates.)

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.

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

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.

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.

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

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