Shipping policy
Made for you
CATKEEPER STUDIO pieces are produced to order. This helps us avoid unnecessary stock and make each item with care.
Orders are prepared by our trusted production and fulfilment partners and normally require 3–7 business days for production before dispatch. Production time is separate from delivery time. Bulk orders, launches, holidays or other busy periods may take longer.
Delivery estimates
- Special Line: approximately 10 days after dispatch on average; 95% within 15 days
- International Express (where available): approximately 5 days after dispatch on average; 95% within 7 days
- Standard Shipping (where available): approximately 25 days after dispatch on average; 95% within 30 days
For a typical small order, allow the production time above in addition to the selected delivery estimate. The exact services available depend on the product, destination, parcel weight and fulfilment location and are displayed at checkout.
Delivery dates are estimates rather than guarantees. Delays may occur because of the carrier, customs, weather or other events outside our control.
Shipping charges
Available delivery options and charges are shown at checkout before payment. Charges vary by destination, parcel weight, fulfilment location, carrier and delivery speed. Please check your delivery address carefully before completing your order.
Tracking
Where tracking is available, we will send the tracking details to you after dispatch. Tracking may take up to 48 hours to update.
Customs and import charges
Orders delivered outside the United Kingdom may be subject to local customs duties, import taxes or handling charges. Unless checkout says otherwise, these charges are not included in the product or delivery price and are the customer’s responsibility.
We cannot undervalue an order or declare it as a gift.
Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate delivery address. If you notice an error, contact support@catkeeperstudio.com as soon as possible. We cannot guarantee changes once production or dispatch has started.
If an order is returned because the address was incorrect, incomplete, refused or unclaimed, additional delivery charges will normally apply before it can be sent again. An address cannot be changed after dispatch.
Delayed, lost or damaged parcels
If tracking has not updated for an unusual length of time, or your parcel arrives damaged, contact support@catkeeperstudio.com with your order number and clear photographs where relevant. Please report damage, a defect, a misprint or an incorrect item within 7 days of delivery where possible so we can investigate promptly with the relevant production or delivery partner. If carrier tracking says “delivered,” first check safe places and neighbours and contact the carrier; we will still help you review the available evidence.