Frequently Asked Questions
 
We hope we can help answer some questions which may pop up from time to time, however, if you can’t find an answer, please do call us on +44 (0)8450 344556, 9am-5pm (GMT) Monday to Friday  and one of our friendly customer care team will be very happy to help. 
 
Or alternatively email us at hello@catseyelondon.co.uk and we will do our very best to get back to you within 2-3 days.
 
Placing and Paying for an Order
 

How do I place an order?

If you are browsing around the site, use the navigation bar and the jumbo menus to explore what we have on our website. Alternatively if you have a particular thing in mind, use the search option in the top right hand corner. If you find something you like and would like to buy it, click on buy me and this will add into your bag in the top right hand corner. When you are ready to pay for your purchase click either on “My Bag” to review what you have bought or “Checkout” to start the payment process. 

Is it possible to order over the phone?

We can most certainly help take your order over the phone! Please do call us on +44 (0)8450 344556, 9am- 5pm, Monday to Friday and one of our friendly customer care team will be very happy to help!

Do I need to set up an account to place an order?

You are very welcome to buy from catseyelondon.com as a guest, at any time. Setting up an account with us, where we will keep hold of your details safely and securely will mean that it is quicker and easier to shop with us next time!

What happens if I set up an account, then forget the password?

This is very easily fixed! Click onto “Sign In” and pop your email address into the field requested, then click on the “Forgot your password” message. We’ll then send you a new password to access your account.

Why is neither the email address nor password working to sign in?

It may be that the account was set up with a different email address, do check any alternatives that you may have used and click through on the “Forgot your password” message.

How can I pay for my order?

There are many different ways to pay. We accept: Visa, MasterCard, Delta; Maestro, UK Electron, American Express, PayPal and Jellycat Gift Vouchers. You can use a combination of gift vouchers and any of the listed payment cards to pay for your order.

Is it safe using my credit card to pay?

Without spoiling any of the fun, we take security very seriously. When you are ready to enter your payment details, you will be redirected to a secure payment gateway provided by our payment partner, SagePay. This payment gateway is certified to Level 1 compliance (the highest level) of the Payment Card Industry Data Security Standard (PCI DSS). This is a set of rigorous security standards designed to make shopping on the internet safer. In addition, we include checks on the registered card address and the card security digits (AVS/CV2) and 3D Secure verification (Verified by Visa, Mastercard Securecode & American Express Safekey) and transactions are protected by the highest level of security via SSL encryption.

How will I know everything has worked when placing my order?

As soon as payment has been accepted and the transaction has gone through, you will receive an order confirmation email from us with your order number. Please do keep this is in a safe place. If you have not received this email within a couple of hours, please do not hesitate to Get in Touch with us.

When will you take payment for my order?

We will take payment for your order once it has left our warehouse. When your order has left our warehouse you will be sent a shipment confirmation email confirming that payment has been taken from your chosen method.

Does my payment include VAT?

If you are shopping in the UK and delivery is to the UK your order will automatically include VAT. If you are shopping from outside of the UK, please click through here to find out more.

Where can I find my order number?

Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in an order confirmation email. Lastly, if you have created an account with us you will be able to “Sign In” and access all your order details.

Dispatch of your order

Can I cancel an order once it is placed?

We have a super speedy automated system that will mean your order is with our warehouse to be picked and packed and sent to you as quickly as possible, Monday to Friday. If you would like to cancel an order please do Get in Touch and we will do everything we can to put a stop to your order being delivered. However, we have a 60 days Fuss Free Returns policy that covers every and any eventuality. So if you do place an order that you later don’t want to receive, please do return it, via Freepost and we will send through a refund.

Can I add anything to an order once it is placed?

As with cancelling, our super speedy automated system will mean your order is picked and packed as quickly as we can Monday to Friday and therefore it is a little difficult to make changes as it progresses through its journey. However, please always do Get in Touch and we will make the utmost effort to make things happen!

Can I change the delivery date once the order is placed?

Our super speedy automated system will prepare your order very quickly. If you know very soon after your order has been placed that you would like to change the delivery address please do call us on +44 (0)8450 344556, 9am- 5pm, Monday to Friday and one of our friendly customer care team will be very happy to help!  If your order is already on its way to you we do have a 60 day Fuss Free Returns policy and we therefore suggest returning the packaging arriving at the wrong address as soon as it arrives and re-placing the order to go to the correct address.

How will I know my order is on its way to me?

We will keep you informed every step of the way including when your order has left us with a shipment confirmation email.

Delivery of an order

How much does delivery cost?

There are various different options for delivery depending on what speed you would like your order arrive! Please click through to our Delivery & Dispatch information for full delivery costs to help you make your choice.

How long does delivery take?

Delivery time will depend on what delivery option you choose at checkout. To help give you an idea of what options there are please click through to our Delivery & Dispatch information.

Is it possible to track my order?

For deliveries within the UK all orders can be tracked and we also offer an SMS messaging service to keep you up to date if  and we also offer an SMS messaging service to keep you up to date if you would like this option.  For deliveries within certain countries in Europe and the rest of the world tracking is also available. Please see full details of our Delivery Options here.

What do I do if my order has not arrived within the detailed timeframe?

If you have selected a tracked option, please do follow the link through to the tracking details on your shipment confirmation email. Or, please do not hesitate to Get in Touch.

Can I send different things in my order to different places?

We’re afraid we are not able to offer the option of choosing different destinations for different purchases. Everything in one order can only go to one delivery address.

Gift Options

Can I send a gift straight to the person I would like to receive it?

This is no problem at all! Please select an alternative delivery address during the checkout process. Look out too for the option to add in a message card. If you tick the box- “This is a Gift” we will ensure there is no paperwork included in the package and that this is instead all sent to you directly.

Can I add multiple gift messages to an order?

Unfortunately we are only able to add one gift message to one order.

Returns

What can I do if something is wrong with my order?

We have a 60 days fuss free returns policy, please click through here to read full information about returning any faulty or unwanted purchase.

Can I have an exchange?

Unfortunately we are unable to offer an exchange, but we will happily offer a refund for a returned purchase.