At FelineJoy Shop, we understand that your feline companion deserves the very best – and so do you! That’s why we’ve designed our shipping and returns process to be as smooth as your cat’s silky fur. Whether you’re eagerly awaiting a new scratching post or need to exchange that toy your kitty ignored, we’re here to help.

Shipping Information

We ship worldwide (excluding Asia and certain remote areas) because every cat deserves quality products, no matter where they live.

Order Processing

We’re quick! Your order will be processed and packed with care within 1-2 business days of purchase.

Shipping Options

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times may vary depending on your location and customs processing. We recommend ordering well in advance for special occasions.

Our Purr-fect Returns Policy

We know cats can be particular (who hasn’t bought a fancy toy only to have them play with the box instead?). If your purchase doesn’t meet expectations, here’s how our returns process works:

Return Basics

  • Return window: 15 days from receipt of order
  • Condition: Items must be unused, unopened (where applicable), and in original packaging with all tags attached
  • Return shipping: Customer’s responsibility unless the error is ours

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Opened Cat Dental Care products
  • Opened Cat Supplements & Vitamins
  • Opened Catnip Cat Toys
  • Opened or damaged Cat Food (may only be returned if packaging is sealed and undamaged)

How to Return an Item

Our return process is easier than convincing your cat to take a bath:

  1. Contact Us: Email [email protected] within 15 days of receiving your order. Use our template below to ensure you include all necessary details.
  2. Wait for Approval: Our cat-loving customer care team will respond within 2 business days with return instructions and an RMA number.
  3. Package It Up: Securely pack the item(s) in original packaging if possible. Include a copy of your order confirmation.
  4. Ship It Back: Send to our return address (provided in your RMA email) using a trackable method.

Exchange Process

Want to swap for a different color cat bed or try another toy? Just specify in your return email what you’d prefer. We’ll process the exchange once we receive your original item.

Refund Information

Once we receive and inspect your return:

  • Refunds processed within 5 business days
  • Credit applied to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs non-refundable unless the return is due to our error
  • Allow 5-10 business days for refund to appear in your account (depending on your financial institution)

Return Request Email Template

Subject: Return Request for Order #[Your Order Number]

Dear FelineJoy Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

• [Product Name] – [Quantity] – [Reason for Return]

[For exchanges, please specify what you’d like instead]

My original order was placed on [Order Date] and received on [Delivery Date]. Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

International Returns

For our international customers (excluding Asia and certain remote areas):

  • You are responsible for return shipping costs and any customs fees
  • Mark package as “Returned Goods” to avoid additional charges
  • We recommend using a trackable shipping method

Damaged or Incorrect Items?

If your order arrives damaged or incorrect, contact us immediately at [email protected] with photos of the issue. We’ll make it right faster than a cat pouncing on a laser pointer!

Have questions? Our customer care team is always happy to help at [email protected].

Now go enjoy some quality time with your cat – we’ll handle the logistics so you can focus on the purrs and playtime. 🐾

The FelineJoy Team
8 Pavilion Parade, Brighton & Hove, GB CH1A 1RN