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FAQ

Impact of Corona virus on shipping

Almost all countries are available for shipping again, but still shipping times may take longer than usual. Thank you for your understanding . If you have any question or remark please contact us!
In some cases the shipping can take longer than usual, if the parcel was shipped using the premium shipping and it did not reach you in 31 days, you can ask for a full refund or new shipping free of cost! Please contact us!

I won a Giveaway, what do i need to know?

First of all, congratulations you happy winner! For most of the giveaways you can pick your most wanted Catlet. However, depending on stock it is possible your favorite item is not available. We have the right to ask you to pick another Catlet if our stock is almost empty on that model. Thank you for your understanding!

Retrun and guarantee.

Returns
You can return your order within 14 days after you received it. When returning the order, all costs for postage must be paid by the costumer. You must send us an email when you want to return your order. As soon as we receive the order in good and unused condition, we will give back your money.

Guarantee
We only replace or refund items if they are defective or damaged in the first 14 days since your purchase arrived. If you need a refund or replacement for the same item, send us an email at info@catlets.com with some pictures of the damaged Catlet and the context of what happened.

If your cat lost his Catlet, we are unable to give you a free replacement. Our policy lasts 14 days. If 14 days have gone by since your purchase arrived, unfortunately we can’t offer you an exchange.
You are responsible for shipping costs in case of returning your item or for the shipping of the new product back to you. Shipping costs are non-refundable. We will inform you about the price of shipping via email. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

How to create an account to enjoy the Royal Rewards?

To enjoy all the perks of being a Royal Rewards member you need to create an account on Catlets.

Do this by clicking on the icon of a person on the upper right corner.

Info-Account
Click here on the 'Sign up now' button and make your account.
Signup-Info
Once your account is created and you are logged in, you can open the Royal Rewards widget.
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What is the difference between Premium Shipping and normal Shipping?

Premium shipping is the best shipping method. With this fast shipping method your parcel is insured against loss or damages. It's tracked and need a signiature upon arrival, so you can follow your parcel before it lands inside your mailbox!. 

Normal shipping is also fast shipping, but without insurance and tracking. It's cheaper, but if you parcel gets lost or damaged you will not be able to ask for a new parcel or a refund.

We advice to always take the Premium Shipping, but we want to give you the option!

What about shipping times?

We do our best to have your parcel delivered as soon as possible.
Please keep in mind the postal system is out of our control and can be unpredictable.
We send every parcel with the fast shipping option and require a signature upon arrival. Sadly not all mailmen follow these rules and drop it with your neighbors or in your mailbox without a signature. We apologize for this if it were to happen with you.

For Belgium, France and The Netherlands, the average delivery takes between 1 and 3 working days.
For the UK and Ireland, the average delivery takes between 2 – 5 working days.
For the USA and Canada, the average delivery takes between 3 – 8 working days.
For Australia the shipping times may vary greatly depending on your location.
*the Canadian customs are very unpredictable and we see more delays than usual for orders to Canada.

In some cases the shipping can take longer than usual, if the parcel did not reach you in 31 days, you can ask for a full refund or new shipping free of cost! Please contact us!

Can I get a refund?

You can return your order within 14 days after you received it. When returning the order, all costs for postage must be paid by the costumer. You must send us an email when you want to return your order. As soon as we receive the order in good and unused condition, we will give back your money.

In some cases the shipping can take longer than usual, if the parcel did not reach you in 31 days, you can ask for a full refund or new shipping free of cost! Please contact us!

How about the sizes of the Catlets?

All our Catlets are handmade. Therefore the size can vary slightly from the given measurements. Every Catlets comes with a free extension piece of 4 cm / 1,5 inch!

Will my cat bear the Catlet?

Our Catlets are handmade cat jewellery. When your cat wears the Catlet for the first time, observe your cat. If your cat never had any experience with wearing collars, it is normal he/she has to get used to this. If you notice your cat still doesn’t like it after several hours and tries to take it off, it is best to listen to your cat’s wish. You can try a second time, but if your cat keeps insisting, you shouldn’t force it on him/her.

As we all know, our fluffy friends have a mind of one’s own! If your cat doesn’t like wearing anything, he/she will try to take it off and may eventually damage your handmade Catlet. Most cats however seem to be perfectly happy and unbothered with it.

If it does happen that your cat doesn’t like to wear it, damages it by scratching it off, or loses it outside, please read our guarantee policy.

Is it safe for my cat to wear a Catlet?

When your cat wears the Catlet for the first time, observe your cat.
If your cat never had any experience with wearing collars, it is normal he/she has to get used to this. If you notice your cat still doesn’t like it after several hours and tries to take it off, it is best to listen to your cat’s wish. You can try a second time, but if your cat keeps insisting, you shouldn’t force it on him/her. As we all know, our fluffy friends have a mind of one’s own! If your cat doesn’t like wearing anything, he/she will try to take it off and may eventually damage your handmade Catlet. Most cats however seem to be perfectly happy and unbothered with it.

We don’t advise you to let your cat wear the Catlet outside. You know your cat better than anyone, every context and every cat is different. It is always possible your cat comes home without his Catlet. If you want to make the most out of your purchase and you want to have long enjoyment of your Catlet, it’s better to take it off when your cat goes outside.
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