Shipping policy
Shipping Policy
Last updated: 12.05.2026 Feline Maison | www.felinemaison.com | support@felinemaison.com
1. Our Shipping Promise
At Feline Maison, we are committed to delivering your order safely, reliably, and within the timeframe stated at checkout. Every order is carefully processed and dispatched by our fulfilment team, with full tracking provided as standard.
2. Shipping Options
We offer two shipping options at checkout:
| Option | Cost | Details |
|---|---|---|
| Standard Shipping | Free | Fully tracked delivery to all UK addresses |
| Premium Shipping | £4.99 | Fully tracked + insured against loss and damage |
💡 We recommend Premium Shipping for high-value orders, or during peak periods such as Black Friday and Christmas, to ensure full protection of your delivery.
3. Order Processing Time
All orders are processed and prepared for dispatch within 1-2 working days of your order being confirmed (Monday to Friday, excluding UK public holidays).
You will receive two emails from us:
- Order confirmation, immediately after your purchase
- Dispatch confirmation, once your order has been handed to the carrier, including your tracking number
4. Estimated Delivery Timeframes
| Destination | Estimated Delivery |
|---|---|
| United Kingdom (mainland) | 6-12 working days from dispatch |
| Scottish Highlands & Islands | 6-12 working days from dispatch |
| Northern Ireland | 6-12 working days from dispatch |
| Channel Islands & Isle of Man | 6-12 working days from dispatch |
Delivery timeframes are estimates from the date of dispatch and are subject to carrier performance. Working days are Monday to Friday, excluding UK public holidays.
5. Where We Ship From
Feline Maison sources and ships premium products from multiple fulfilment locations to ensure the best availability and quality for our customers. Depending on the product ordered, your item may be dispatched from:
- United Kingdom
- Germany
- China
The dispatch origin does not affect your consumer rights, the quality of your product, or the delivery timeframe stated above.
Important, Customs & Import Duties: All applicable customs duties, VAT, and import fees for deliveries to the United Kingdom are fully covered by Feline Maison (Delivered Duty Paid, DDP). You will never be charged any additional customs or import fees upon delivery. If you are unexpectedly contacted by a carrier regarding customs charges, please contact us immediately at support@felinemaison.com.
6. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your unique tracking number and a link to track your parcel in real time.
If you have not received your dispatch confirmation within 2 working days of placing your order, please check your spam folder first, then contact us at support@felinemaison.com.
7. Peak Periods & Delays
During high-demand periods, processing and delivery times may be slightly extended. These include:
- Black Friday & Cyber Monday
- Christmas & New Year period
- UK Bank Holidays
- Major sale events
We will always communicate any significant delays via email. We appreciate your patience during these periods and assure you that every order will be fulfilled.
8. Delivery Issues
8.1, Order not received If your order has not arrived within 14 working days of your dispatch confirmation, please contact us at support@felinemaison.com with your order number. We will investigate with the carrier immediately.
8.2, Lost parcels If a parcel is confirmed lost by the carrier, we will offer you, at your choice:
- A full refund to your original payment method, or
- A free replacement shipped to you at no additional cost
8.3, Damaged in transit If your order arrives visibly damaged, please:
- Take photographs of the damaged packaging and item before opening fully
- Contact us at support@felinemaison.com within 48 hours of delivery
- Include your order number and photographs
We will arrange a replacement or full refund promptly, at no cost to you. If you selected Premium Shipping, your order is fully insured and your claim will be prioritised.
8.4, Incorrect address Please ensure your delivery address is correct at the time of ordering. Feline Maison cannot be held responsible for orders delivered to an incorrect address provided by the customer. If you notice an error in your address after placing your order, contact us immediately at support@felinemaison.com, we will do our best to update it before dispatch.
9. Undeliverable Parcels
If a parcel is returned to us as undeliverable (e.g. due to an incorrect address, failed delivery attempts, or uncollected parcels), we will contact you to arrange redelivery. Additional shipping charges may apply for redelivery in such cases.
10. Shipping Restrictions
Currently, we ship exclusively to addresses within the United Kingdom, including:
- England, Scotland, Wales, and Northern Ireland
- Scottish Highlands and Islands
- Channel Islands and Isle of Man
We do not currently ship to BFPO addresses or international destinations outside the UK. If you have a specific shipping enquiry, please contact us at support@felinemaison.com.
11. Contact Us
For all shipping and delivery enquiries:
Email: support@felinemaison.com Address: PRZ Capital LLC, Feline Maison, 704 Wallace St, Suite 611, Clovis, NM 88101, USA Response time: Within 24-48 hours, Monday to Friday