FAQ

ABOUT US
 
Who we are?

We are a small, family run start-up based in London. The idea of the business is originated from our love for our cat Tori, who brings so so much happiness, fun and love into our life. Our aim is to provide a wide range of beautiful, quality, creative and unique cat themed products and gifts for all the cat lovers across the UK. You can also find cat toys, trees, household items to make your four-pawed friends happy and to spend quality play time together. We would also like to create a community on social media for cat lovers and cat owners, to share our thoughts, have fun, help, find friends, or just have a chat with like-minded, crazy cat people just like us.

Why choose us?

- We are NOT another dropshipping company. Our products are in stock in the UK, therefore you don't have to wait weeks and months for your order to arrive. 
"Meow Town Special" printed items are made especially for you in the UK, which might require a couple of days to make, but also come with very fast lead time, please see the item pages.
- We select our products carefully to make sure they are on top of quality and - of course - cuteness :)
- You can shop 24/7 !
-You can receive your order as quickly as next working day (when you order until 12pm with RM Special Delivery upgrade)

FAQ

How long does it take to receive my order?

We dispatch your package within 24 hours on working days. Delivery time is usually 2-3 working days with 2nd Class Signed For serviceIf you choose Royal Mail Guaranteed Next Working Day service, the cut-off time for this service is 12pm between Monday-Friday on working days. Orders placed after this time will be dispatched the next working day.
Bulky items (such as cat trees, large cat beds) and Meow Town Special prints are not eligible for express shipping, but they also come with very fast lead time, please see the item pages for more information
Please note, the delivery times are estimated, not guaranteed.

What are the delivery costs?

It depends on the item weight and size, most of the products goes as a Royal Mail parcel for £3.99, but it varies between £2.99 and £5.99. You can upgrade for RM Special Delivery Guaranteed until 1pm delivery service for additional costs (bulky items such as cat trees are not eligible for express shipping, please see individual item pages).
But the best thing is, you can get FREE delivery if you order over £50 :)
I am ordering a gift for someone
Please let us know in the order notes at the checkout page if you don't want us to put invoice or marketing material into the package. If you drop us an email to: info@meowtown.co.uk , we can send you the invoice via email. 
We strongly recommend you to choose Royal Mail Special Delivery Guaranteed Next Day service when time is limited. Royal Mail Second Class service usually takes 2-3 working days, but rarely it can take up to 10 days to deliver. 

Where is my order?

All items are shipped out with tracking. If you haven't received your tracking number please drop us an email to info@meowtown.co.uk , and we can check it for you. 

I haven't received my order yet

Please leave 2 weeks for delivery before contacting us.
Royal Mail Second Class service aims to deliver within 2-3 days, but it is not guaranteed. You package can be considered lost only 10 working days after the due date (which is 13 working days in total after dispatch date). In this unfortunate event we will offer a refund or re-send. We cannot process claims earlier than this date.
Royal Mail delays are outside of our control.
If you chose Royal Mail Special Delivery Next Working Day service and you haven't received your order on time, please contact us at info@meowtown.co.uk (please consider our daily 12pm cut-off time for same-day dispatch) and we will process a postage refund. 

 I have changed my mind about the purchase, can I get a refund?

Sure, you have 14 days after you have received your order to start a return process. Please drop us an email to info@meowtown.co.uk for return details. Please return the unused item in its original condition and packaging. You will need to cover your own return postage costs. We will inspect the product same day when we receive it, and we will process the full refund for you.
Unfortunately we cannot accept returns from "For Cats" category due to hygienic reasons unless it is in unopened and unused condition.
Please note, if we receive the returned item used, damaged and not re-sellable condition, we will not process a refund. Any faults or damages you find must be photographed and reported to us in advance before you post it back. 

My item is faulty/wrong

If your order arrives damaged or faulty or you have received the wrong product, please send us some photos or video, and we will send you a new item. Depending on the item/damage, we might ask you to return the product first with our free return label.

Do you ship outside of the UK?
Currently not, if you are from the EU, please visit our partner site www.miautown.com :)

For more info please see Shipping and Refund Policy at the bottom of the page

If you have any more questions please drop an email to: info@meowtown.co.uk

Meow Town Ltd
Registered office address: 165 Park Lane,
Wembley, HA9 7SB
United Kingdom
Company registration number: 12393756