Delivery Information
Orders placed before 2pm will be picked, packed and dispatched on the same day by Royal Mail delivery within 48hrs, or next day by DPD.
Returns Portal - Click here.:
At The Catnip Queen, we want you to be completely satisfied with your purchase. If you need to return an item, please review our returns policy below.
How to Return: Contact our customer service on this link, to process your returns request.
Returns Window: You have 30 days from the date of delivery to return items in their original condition with all packaging and documentation included.
Refunds: Once we receive and inspect your returned item, we'll process your refund within 5-7 working days. Refunds are issued to your original payment method.
Non-Returnable Items: Items that have been used, damaged, or are missing original packaging cannot be returned. Personalised or custom orders are also non-returnable unless faulty.
Faulty Items: If you receive a faulty or damaged item, please contact us immediately with photos of the damage. We'll arrange a replacement or full refund at no cost to you.
Delivery Information: Orders placed before 2pm are picked, packed and dispatched the same day via Royal Mail, with delivery within 48 hours. For any questions about our returns policy, please get in touch with our team.
Terms of Service - The Catnip Queen explains how orders are processed, shipped, and delivered so customers know what to expect before buying. Once an order is placed, it is prepared for shipment as quickly as possible during normal business hours. Delivery times may vary based on product availability, shipping method, destination, and carrier delays. The Catnip Queen works to provide accurate estimates, but those dates are not guaranteed. Customers should review their order details carefully, including shipping address and contact information, to help avoid delays. If a package is returned because of an incorrect address, additional shipping charges may apply before reshipment.
Terms of Service - The Catnip Queen also outlines when returns or exchanges may be accepted. To protect product quality and customer safety, items typically must be unused, unopened, and returned within the stated return window. Some products may not be eligible for return, especially if they are personal, hygiene-related, or final sale items. Customers should keep original packaging and proof of purchase, since these details may be required to process a request. If an item arrives damaged or incorrect, The Catnip Queen asks customers to contact support promptly with order information and photos so the issue can be reviewed quickly and fairly.
When a return is approved, the refund process will usually begin after the item has been received and inspected. Refunds are generally issued to the original payment method, though processing times can vary depending on the bank or card provider. Shipping fees may be non-refundable unless the return is the result of a shipping error or a defective item. The Catnip Queen encourages customers to reach out with any questions about delivery status, missing packages, or return steps, as clear communication helps resolve concerns faster. By reviewing these terms before ordering, customers can shop with greater confidence and understand how the service process works.