FAQ'S:

WHO ARE WE?: ESTABLISHED IN FEBRUARY 2021, ROSIE (WITH HER SIDEKICK ALAN 🐈‍⬛) CREATED THE BLACK CAT COLLECTIVE. WE ARE A SMALL BUSINESS BASED IN NOTTINGHAM, UK. SPECIALISING IN CAT THEMED HOMEWARE AND LIFESTYLE PRODUCTS, AIMING TO RAISE AWARENESS FOR BLACK CATS. 

ARE ALL OF YOUR PRODUCTS HANDMADE?: ALMOST ALL OF OUR PRODUCTS ARE HANDMADE OR DESIGNED BY US. ALL PRODUCTS EITHER HANDMADE OR DESIGNED BY US ARE STATED IN THE PRODUCT DESCRIPTION. PRODUCTS THAT ARE NOT HANDMADE OR DESIGNED BY US WILL NOT STATE THIS IN THE PRODUCT DESCRIPTION. WE OUTSOURCRE A SELECT FEW PRODUCTS THAT WE THINK FIT OUR BRAND AND THAT OUR CUSTOMERS WILL LOVE.

DO YOU DO CUSTOM ORDERS?: YES! HAVE SOMETHING IN MIND? DROP US A MESSAGE USING THE CONTACT FORM.

SEEN SOMETHING ON THE SHOP THAT YOU WOULD LIKE PERSONALISED FOR YOU OR YOUR CAT? DROP US A MESSAGE USING THE CONTACT FORM BEFORE BUYING TO SEE WHAT PERSONALISATIONS WE OFFER.

CAN I PROMOTE YOUR BRAND?: YOU CAN PROMOTE ANY PURCHASE YOU HAVE MADE ON YOUR SOCIALS, DON'T FORGET TO TAG US SO WE CAN SEE IT AND RE-SHARE!

INFLUENCER OR GOT A CAT INFLUENCER? WE ARE LOOKING FOR A SELECT FEW INFLUENCERS TO WORK WITH THROUGHOUT THE YEAR WHO CAN HELP GROW OUR BRAND! THINK YOU ARE THE PURRFECT FIT? DROP US A MESSAGE USING THE CONTACT FORM!

SHIPPING INFO:

ORDER PROCESSING TIMES: ORDER PROCESSING TIMES VARIES PER PRODUCT ORDERED DUE TO THE HANDMADE NATURE OF OUR PRODUCTS. ALL PRODUCTS IN YOUR ORDER WILL SHIP TOGETHER.

READY TO SHIP ITEMS (STICKERS, PENS, PLUSHIES, PRINTS, PIN BADGES, BEANIES & COASTERS): 2-3 BUSINESS DAYS.

MADE TO ORDER ITEMS (ALL MUGS, DRINKS GLASSES, TUMBLER CUPS, TOTE BAGS & SUNCATCHERS): 7 BUSINESS DAYS.

UK SHIPPING: WE SHIP ALL UK ORDERS WITH ROYAL MAIL. SHIPPING METHOD AND PRICE VARIES DEPENDING ON THE PRODUCT ORDERED DUE TO DIFFERENT WEIGHTS AND SIZES.

STICKERS, PENS, PRINTS, PIN BADGES, SUNCATCHERS AND COASTERS - 1ST CLASS (UNTRACKED).

PLUSHIES, ALL MUGS, DRINKS GLASSES, BEANIES, TUMBLER CUPS & TOTE BAGS - TRACKED 48.

IF YOUR ORDER CONTAINS MULTIPLE PRODUCTS FOR EXAMPLE: SUCH AS, A STICKER AND A MUG, YOUR ORDER WILL BE SENT USING TRACKED 48. IF YOUR ORDER CONTAINS MULTIPLE PRODUCTS SUCH AS, A STICKER AND A PRINT, YOUR ORDER WILL BE SENT USING 1ST CLASS (UNTRACKED).

INTERNATIONAL SHIPPING: WE SHIP ALL INTERNATIONAL ORDERS WITH ROYAL MAIL. ALL INTERNATIONAL ORDERS ARE SENT USING A TRACKED AND SIGNED SERVICE TO ENSURE YOUR PACKAGE ARRIVES SAFELY AND PROMTLY. THERE ARE NO OTHER SHIPPING OPTIONS AVAILABLE. WE ARE NOT RESPONSIBLE FOR ANY DELAYS DUE TO CUSTOMS. PLEASE BE AWARE THAT ANY INTERNATIONAL ORDERS MAY BE SUBJECT TO TAX, IMPORT OR CUSTOMS FEES BASED ON THE COST OF THE GOODS AND THE COUNTRY YOU ARE IN. WE ARE NOT LIABLE TO ANY FEES THAT MAY BE PAYABLE UPON ARRIVAL OR POST RELEASE AT BORDER CONTROL. ANY POSSIBLE TAX, IMPORT OR CUSTOMS FEES ARE TO BE PAID BY YOU THE CUSTOMER. PLEASE CONSIDER THIS WHEN ORDERING AND FACTOR THIS INTO YOUR PURCHASE, CHECK YOUR COUNTRY'S IMPORT INFORMATION TO SEE WHAT YOU COULD BE PAYING. IMPORTANT! IF YOU ARE AN EU CUSTOMER PLEASE SHOP USING OUR ETSY STORE TO AVOID BEING CHARGED ANY EXTRA VAT!

HOW DO I TRACK MY ORDER?: IF ORDER TRACKING IS AVAILBLE WITH YOUR PURCHASE, TRACKING INFORMATION WILL BE SENT WITH YOUR DISPATCH EMAIL AND CAN BE TRACKED USING THE COURIERS WEBSITE.

MY ORDER HASN'T ARRIVED YET, WHERE IS IT?: ONCE YOUR ORDER HAS BEEN DISPTACHED, WE CANNOT CONTROL HOW QUICKLY IT WILL ARRIVE. ANY DELAYS ARE DUE TO THE POSTAL SERVICE. IF TRACKING INFORMATION IS AVAILABLE WITH YOUR ORDER, PLEASE CHECK YOUR TRACKING INFORMATION TO SEE WHERE YOUR ORDER IS.

IF ONCE DISPATCHED YOUR ORDER HAS NOT ARRIVED WITHIN:

UK ORDERS - 10 WORKING DAYS

INTERNATIONAL ORDERS - 14 WORKING DAYS

THEN PLEASE CONTACT US USING THE CONTACT FORM WITH YOUR ORDER NUMBER SO WE CAN INVESTIGATE FURTHER AND RESOLVE ANY ISSUES.

CAN I UPDATE MY SHIPPING ADDRESS?: IF YOUR ORDER HAS NOT YET BEEN DISPATCHED WE CAN CHANGE YOUR SHIPPING ADDRESS, PLEASE CONTACT US USING THE CONTACT FORM WITH YOUR ORDER NUMBER SO WE CAN UPDATE IT FOR YOU.

DAMAGED OR LOST PACKAGES: IF IN THE UNFORTUNATE EVENT THAT YOUR ORDER ARRIVES DAMAGED OR IS LOST IN TRANSIT. PLEASE UNDERSTAND THAT THESE THINGS CAN HAPPEN SOMETIMES AND ARE BEYOND OUR CONTROL. IF IN THE UNLIKELY EVENT THAT THIS HAPPENS PLEASE CONTACT US USING THE CONTACT FORM WITH YOUR ORDER NUMBER SO WE CAN ASSIST YOU AND RESOLVE ANY ISSUES.

RETURNS TO SENDER: IF YOUR ORDER IS RETURNED BACK TO US THE SENDER, DUE TO AN INCOMPLETE OR INCORRECT ADDRESS, INCORRECT CONTACT INFORMATION OR YOU DO NOT CLAIM YOUR MAIL, IT IS THE CUSTOMER'S RESPONSIBILITY TO PAY ANY ADDITIONAL SHIPPING FEES TO GET YOUR ORDER RE-SENT. YOU MAY REQUEST A REFUND FOR THE ORDER, MINUS THE SHIPPING FEE, IF YOU WISH TO NO LONGER PROCEED WITH YOUR PURCHASE. IF YOUR ORDER IS RETURNED BACK TO US, WE WILL CONTACT YOU DIRECTLY TO ARRANGE RE-DELIVERY OR REFUNDS.

RETURNS, REFUNDS & CANCELLATIONS

RETURNS: RETURNS ARE ACCEPTED. PLEASE CONTACT US USING THE CONTACT FORM IF YOU WISH TO MAKE A RETURN. RETURNS MUST BE RETURNED BACK TO US WITHIN 30 DAYS OF PURCHASE. BUYERS ARE RESPONSIBLE FOR THE COST OF RETURN SHIPPING. ITEM MUST BE RETURNED BACK IN ITS ORIGINAL, UNUSED CONDITION, TO BE ELIGIBLE FOR A REFUND. IF THE ITEM IS NOT RETURNED IN ITS ORIGINAL CONDITION, BUYERS ARE RESPONSIBLE FOR ANY LOSS IN VALUE.

CANCELLATIONS: PLEASE CONTACT US USING THE CONTACT FORM IF YOU WISH TO CANCEL YOUR ORDER. ALL ORDERS MUST BE CANCELLED AS SOON AS POSSIBLE. AS WE MOSTLY WORK ON A MADE TO ORDER PROCESS IF YOU DO NOT CANCEL AS SOON AS POSSIBLE YOUR ORDER MAY ALREADY BE IN PRODUCTION OR DISPATCHED. WE RESERVE THE RIGHT TO REFUSE ANY CANCELLATIONS. IF YOUR CANCELLATION IS ACCEPTED YOU WILL BE ISSUED A FULL REFUND.

DAMAGES OR ISSUES: ONCE YOUR ORDER ARRIVES PLEASE INSPECT IT IMMEDIATELY, FOR ANY DAMAGES, DEFECTS, OR IF YOUR RECEIVED THE WRONG ITEM, SO WE CAN HELP MAKE IT RIGHT AS SOON AS POSSIBLE. CONTACT US USING THE CONTACT FORM IMMEDIATELY IF YOU FIND ANY DAMAGES OR ISSUES. PHOTOGRAPHS OF DAMAGED OR FAULTY ITEMS MUST BE RECEIVED TO US WITHIN 14 DAYS OF DELIVERY TO ELIGIBLE FOR A REFUND.

EXCEPTIONS/NON-RETURNABLE ITEMS: CERTAIN TYPES OF ITEMS ARE NOT ELIGIBLE FOR RETURNS, SUCH AS CUSTOM OR PERSONALISED ITEMS. THIS INCLUDES INSTANCES WHEREBY THE CUSTOMER PROVIDES INCORRECT INSTRUCTIONS OR SPELLING AT CHECKOUT OR AS DISCUSSED DURING THE CUSTOM ORDER PROCESS.

REFUNDS: IF YOUR ORDER IS ELIGIBLE FOR A REFUND, THE REFUND WILL BE PROCESSED WITHIN 7 DAYS OF US RECEIVING THE RETURNED ITEM/SUFFICIENT PROOF OF DAMAGE OR ISSUES. IT IS THE CUSTOMER'S RESPONSIBILITY TO FOLLOW THE RETURNS, REFUNDS & CANCELLATIONS POLICY FOR AN ORDER TO BE ELIGIBLE FOR A REFUND AND PROCESSED. WE RESERVE THE RIGHT TO VOID REFUNDS IF THE REURNS, REFUNDS & CANCELLATIONS POLICY IS NOT FOLLOWED OR EXCEEDS THE TIMESCALES LISTED. IF REFUNDED YOU WILL AUTOMATICALLY BE REFUNDED TO THE ORIGINAL PAYMENT METHOD USED WHEN PLACING YOUR ORDER. PLEASE NOTE IT CAN TAKE SOME TIME FOR YOUR REFUND TO BE PROCESSED BY YOUR BANK AND BEFORE YOUR REFUND SHOWS.

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