Shipping, Returns & Refunds
We’re a small, cat-only brand — so we keep things clear, simple, and fair. Here’s what to expect when you order from Cloud9 Feline.
Shipping (UK Mainland)
Shipping cost
Flat rate shipping is £2.99 per order (UK mainland).
Free shipping is available on all orders over £75.00 - discount automatically
applied at checkout.
Dispatch time
We aim to dispatch orders within 1–2 business days.
Delivery times
We use Yodel, Royal Mail or DPD for delivery. After dispatch, delivery is typically 2–3 working days.
Tracking
Tracking may be available depending on the service used. If tracking is provided for your parcel, we’ll share it in your dispatch confirmation where possible.
Where we deliver
At launch we deliver to UK mainland addresses only. If you’re outside UK mainland (e.g., Northern Ireland, Highlands, Islands), please email us and we’ll do our best to help.
Need help?
If something looks delayed or you have a delivery question, contact us at hello@cloud9feline.co.uk.
Returns & Refunds
If something isn’t right, we’ll help. The rules are slightly different for supplements (for safety reasons), but everything is explained below.
Returns window
You can request a return within 14 days of receiving your order.
What can be returned
- Toys, accessories and bedding: returnable if unused and in original condition/packaging where applicable.
- Supplements: non-returnable for hygiene and safety reasons.
Return postage
For change-of-mind returns, customers cover the return postage. If an item is faulty or arrives damaged, we’ll work with you to put it right.
How to start a return
Please use our contact form here, or email us at hello@cloud9feline.co.uk with:
- Your order number
- The item(s) you’d like to return
- The reason for the return (quick details help us move faster)
- Whether you’d prefer a refund or replacement (where applicable)
We’ll reply with return instructions.
Faulty or damaged items
If something arrives faulty or damaged, email us as soon as you can with a brief description of the issue and tell us whether you’d like a refund or replacement.
Photos aren’t required, but they can help us resolve things faster if you’re happy to share them.
Refunds
Once we’ve received and checked your return (where a return applies), we’ll process your refund back to the original payment method.
Exchanges
We don’t offer direct exchanges. If you’d like a different item, the simplest option is to return the original (if eligible) and place a new order.
Handmade variation
Some Cloud9 handmade items may have small natural differences — that’s part of the charm. If you’re unsure about a product before ordering, feel free to ask and we’ll help.
Quick questions
Can I return supplements if my cat doesn’t like them?
Supplements are non-returnable for hygiene and safety reasons. If you’re unsure which supplement to choose, message us and we’ll help.
Do you ship outside the UK mainland?
We ship to UK mainland only.
How do I contact you?
Use our contact form here, or email us at hello@cloud9feline.co.uk — we’ll get back to you as soon as we can.
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