Frequently Asked Questions

Katkinskittenstore pet play ears tail costume headbands

 

Q.  Do I need to be over 18 to buy from you?

A.  If you purchase any of our items you are confirming to us that you are  over the age of 18 in order to complete our check out payment process however our items are suitable for all to buy  

Q.  Do you ship internationaly?

A.  We ship world wide.  Many of our items offer free shipping.  

Q.  Your prices show as pounds sterling do you accept other currencies?

A.  We are a UK based company hence our prices are shown in pounds  sterling  however when you check out the web page will convert the price  to your  given currency.  If you wish to know what the price of an item  is in  your given currency we recommend you use the internet to obtain  the  current exchange rate as this fluctuates regularly.

Q.  I am encountering a problem checking out on your store?  Why am I receiving a payment error message?

A.  The most common reason for card payments being declined is that the   address details you have input do not match the details your bank or   card company holds on record for your card.  The two must match for  your  bank to allow the transaction to complete.  If this does not work   please do not worry we can simply invoice you via paypal.

Q.  Are your packages sent discreetly?

A.  Our packages are sent out in plain white or brown packaging with hand   written address labels.  We do not put any company stamps, logos,   addresses or franks on the package what so ever.  Our packages are 100%   discreet.  Our custom declaration which is a legal requirement always   states 'costume'.

Q.  What is the time scale between payment and shipment?

A.   We aim to ship within a week. These time can vary during busy periods.  Once your order has been  dispatched you will receive an email  notification. We retain all proof  of postage.  Once the item has left  us we are not responsible for any  delays and the items transit time  will depend upon your chosen method of  shipment.  As standard we use  Royal Mail air mail or tracked service if  you choose to add this option  to your cart.  

Q.  My item has not arrived?

A.  We retain all proof of postage and accept no responsibility for the   transit times of items once they have left us.  We recommend that you   purchase tracking on your order so that you can monitor its progress at   every stage of delivery.  Items which are tracked are also insured and   you are able to claim against any loss or damage in transit.  We  regret  that no discussion can be entered into regarding lost or damaged   packages which are untracked.

Q.  Can I combine my order to get it cheaper?

A.  We only charge shipping costs per order not per item, we regret that  we  can not offer any reduction on the price of products or  shipping on the  purchase of multiple items.  This is due to the time  and cost being the  same for us.  Also subsequent shipping costs still  apply due to the  increased weight and volume of the order.  We  appreciate your  understanding in this matter, 

Q.  Can I cancel my order?

A.  Due to the short lead time between purchase and despatch and the fact   that we start making your order almost immediately it is not usually   possible to cancel your order however wherever possible we will always   try to help.

Q.  Can I refund or exchange my order?

A.  Due to the intimate nature of our products and the fact that we are   unable to re sell a returned item we are not able to offer refunds or   exchanges.  In the unlikely event that you may have a quality issue  with  your purchase please contact us immediately and we will work  closely  with you to resolve this.  

Thank you for taking the time to read and understand our FAQ's if you have any questions please contact us prior to purchase.