FAQ

We ship Ken the Cat products all over the world! YAY!

The shipping prices depend on the products you're ordering and destination, and we always aim to offer the most cost effective shipping method for you possible.

Please note in some circumstances, we may not be able to ship certain products to your country. If you can't order your chosen item, drop us an email at meow@kenthecat.com and we'll see what we can do.

Your Ken the Cat items will be shipped from one of our locations in the UK, USA or Europe, so picking, packing and shipping times vary. Also, as some items are made to order, shipments do take a few days to prepare to make sure your items are purrrfect.

Most orders take between 2 - 5 business days to prepare and pack, but can take up to 10 business days during really busy periods.

Shipping can take anywhere between 2 - 10 business days depending on the product you've ordered and your location.

Here's a rough guide of shipping times:

UK:  2 - 7 business days
EU:  4 - 10 business days
US:  5 - 12 business days
Rest of the World:  6 - 15 business days

Just rest assured that we do all we can to get your order sent out to you as quickly as we can.

(Note: business days do not include weekends or holidays).

At Ken the Cat, we really care about the environment and making sure we're as green and lean as possible. 

In order for us to stay sustainable, many of our items are made to order, so we're unable to offer next day delivery unfortunately. 

Orders are generally produced and packed especially for you, and shipped within a few days.

The shipping rates really depend on the items being shipped and the destination.

When you add your items to the cart, the shipping price will be calculated automatically.

We're always reviewing our shipping prices, and will try to offer FREE shipping wherever possible.

We offer free shipping to some countries when you spend over £29.

This includes UK and USA and some European countries.

We are currently experiencing issues with our deliveries to BFPO addresses, so some orders might be despatched a bit later than expected.

We accept orders to all BFPO addresses which are charged at our standard shipping rates.

There are some product restrictions, but we will contact you if your order is affected by this. For delivery times please refer to the BFPO website.

We'll send you an email as soon as your order has left the building.

If this is sent via a tracked service, your email will include your tracking number so you can stalk your package until arrives on your doorstep.

Sure. Go to kenthecat.com/track and enter your order number along with the email address you used when ordering.

Note: You will only be able to track your order if it has been shipped. We'll send you an email as soon as it's shipped so you know.

If your order was sent via a courier or tracked service, your shipping confirmation email will include your tracking number so you can stalk your package until arrives on your doorstep.

Our standard shipping service is not tracked.

If you've provided the wrong address when you placed your order, please contact us immediately.

We need to make sure the details are updated before it gets sent to production.

Once the order has gone into production already, it may be difficult for us to cancel or edit it.

Orders are generally delivered within 1 - 2 weeks of ordering, but can take slightly longer, especially during busy periods and holidays.

Please allow 21 days for your order to arrive before getting in touch.

If it has still not arrived after 21 days, please get in touch by replying to your confirmation email and we will help you locate it.

Please note, if your order was sent via an un-tracked service then it will be delivered by your local postal service. If you're not in when your post man attempts delivery, they may leave your package in your safe place, with a neighbour, or return it to the local post office or depot where it will wait for you to collect it.

Please contact your local post office to see if they have any parcels for you.

We're only able to claim for missing parcels if they're sent via a tracked courier service, or you took out shipping insurance when you placed your order.

Don’t fret. Ken the Cat items ship from a few different locations, so it’s most likely on its way separately.

Rest assured that the post man will be delivering the rest of your order soon.

In the meantime, we hope you love what you've received so far, and we're excited to see you share some pictures with us on Instagram.

Sure! 

We work super hard to make sure everything is purrfect for you. But if it's not, we'll make sure we fix it.

If your item arrived damaged or faulty, or you received the wrong item, we're so sorry for the inconvence.

Please email us at meow@kenthecat.com within 7 days of receipt with the following 4 things:

1. Your order number.

2. The name and email address on your order.

3. Super clear photos showing the problem with your item.

4. A description of the problem or defect and your request.

We'll then get this resolved for you ASAP.

We work super hard to make sure our products and service are perfect.

If, in the unlikely case that you do receive a product that's incorrect, damaged or faulty, we're really sorry, and we'll get that sorted for you right away.

Please email us at hi@kenthecat.com within 7 days of receipt with the following 4 things:

1. Your order number.

2. The name and email address on your order.

3. Very clear photos showing the problem with your item.

4. A description of the defect your request.

We'll then get this resolved for you ASAP.

As most of our items are made to order, unfortunately we're unable to offer a refund. So sorry about that.

However, I'm sure if you decide that your Ken the Cat item is not perfect for you, we're sure you'll find someone who will love you for the rest of eternity if you gifted it to them.