Terms & Conditions

Payment

We accept all major credit cards through our secure payment processing partners PayPal and Stripe. A PayPal account is not needed to make a purchase.

Order Processing Times

As the majority of our products are handmade we aim to process and dispatch items within 1-3 working days. During busy periods this may take a little longer.

We aim to have stock available at all times. However, if an item you have ordered is out of stock we will inform you by email and confirm an estimated delivery time. We have the right to cancel your order at any time for any reason.

Delivery Times / Charges

We use Royal Mail second class or Air Mail for overseas orders.

Non-tracked prices:

UK second class - £1.99 - (2-5 working days for delivery)

UK first class - £2.49 (1-3 working days for delivery)

Europe - airmail - currently unavailable (4-8 working days for delivery)

Worldwide - airmail - currently unavailable (6-10 working days for delivery)

Tracked prices:

UK - currently unavailable (2-5 working days for delivery)

Europe - currently unavailable (4-8 working days for delivery)

Worldwide - currently unavailable (6-10 working days for delivery)

Please be aware that sometimes it may take longer for your parcel to be delivered, especially if outside of the UK or during busy periods such as Christmas. This is out of our control once we have sent your parcel. If you need your order quicker please contact us.

For non UK customers it is your responsibility to resolve any import taxes or other charges arising from a purchase.

ID tags are personalised and shipped directly by the manufacturer. Due to this we can not offer tracked delivery of ID tags. If you order an ID tag as part of an order, such as a collar and an ID tag and select tracked delivery the delivery of the collar will be tracked but not the ID tag. Please allow up to 10 working days for delivery of ID tags.

Coronavirus Update - We use Royal Mail for all shipments, and unfortunately any delays due to Covid-19 are out of our control. Please see the following links for any disruption to the Royal Mail service. If you are outside of the UK you may also need to check with your local delivery service. https://www.royalmail.com/coronavirus

https://personal.help.royalmail.com/app/answers/detail/a_id/5317/~/international-incident-bulletin

Non / Missed Delivery

If your order has not been delivered due to getting lost, we will re-dispatch the goods. We reserve the right to ask you to wait the following amount of time before we re-dispatch your order:

15 working days for UK deliveries

25 working days for Europe

32 working days for Worldwide deliveries

We cannot be held responsible for problems caused by inaccurate delivery information supplied to us.

We reserve the right to charge for re-delivery if the package was not collected or if a re-delivery was not arranged by on receipt of a card from Royal Mail.

Returns Policy

We want to ensure you are happy with your order.

If you receive a product that is different from the description given, damaged or faulty please contact us and we will happily replace the item or refund the cost. All faulty or damaged goods should be notified to Cool Cat Collars within 7 days of the delivery of the order.

If you purchase an item that you do not wish to keep for any reason, Cool Cat Collars will be happy to refund the purchase price excluding any postage and packing costs. You must send this item back in pristine condition with labels attached in the original packaging and free from cat hair. Cool Cat Collars reserves the right not to refund if the item is not returned in a saleable condition.

If you purchase an item that is the wrong size we will exchange it for another size (or a refund if no appropriate size is available/exists excluding any postage and packing costs) but will ask for additional postage, which will be charged at cost. With this in mind we ask that you please measure your pet correctly before placing an order. Should you need any assistance with selecting the right size please e-mail us and we will help you.

All returned items must be unused and in pristine condition with labels attached in the original packaging and free from cat hair. Cool Cat Collars reserves the right not to refund if the item is not returned in a saleable condition.

It is recommend that all returns are sent via signed for / recorded delivery as we can not be held responsible if an item does not reach us. Regardless of which delivery service up opt for also obtain proof of postage.

Any personalised / customised items are exempt from this returns policy, unless they are faulty / damaged. With this in mind please ensure the spelling and information you provide for your tag is correct before purchase. If you notice a mistake, please email us straight away.

Any items damaged due to wear and tear are exempt from this returns policy. Please be aware that the ingredients in flea and worm treatments may cause damage.

Cancellations

Orders can only be canceled if they are yet to be processed (usually within 24 hours.) If you wish to cancel your order after it has been processed you will need to return the item in accordance with our Returns Policy.

Privacy Statement

Cool Cat Collars is committed to safeguarding the privacy of our website visitors and customers. It is our policy to respect your privacy regarding any Personal Data we may collect from you or which you may provide to us.

For further information please read our full Privacy Policy.

External Links

This site may contain links to other sites. Cool Cat Collars is not responsible for the privacy practices or the content of such web sites.

Customer Services

Any complaints regarding the goods or services supplied should be made to Kelly@coolcatcollars.co.uk to enable a rapid and effective communication.

Cool Cat Collars Ltd a company registered in England and Wales. Our company registration number is 12405622 and our registered office is at Suites 2/3 Bow Street Chambers 1/2 Bow Street Rugeley Staffs WS15 2BT and our address is 12 Waterford Crescent, Barlaston, Stoke on Trent, Staffordshire ST12 9FD

Policy Last Edited on 5 April 2023