Shipping policy

The Urban Kitty ("we" and "us") is the operator of The Urban Kitty ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

 

UK Delivery

We offer a reliable 48-hour & 24-hour tracked delivery service on all UK orders.

  • Shipping costs start from £3.99

  • Free 24H shipping on all orders over £50

  • All orders are sent using a tracked service, allowing you to follow your delivery from dispatch to arrival.

 

International Shipping 🌍

We ship worldwide using tracked delivery services, starting from £9.99.

FREE international shipping on all orders over £70.

Estimated delivery times:

  • USA & Canada: 5–8 business days
  • Europe: 3 - 5 business days
  • Rest of World: 7–14 business days

Shipping costs are calculated at checkout.

 

Customs, Duties & Taxes

International orders may be subject to customs fees, import duties, or taxes upon arrival in your country.

These charges are the responsibility of the customer and are not included in the item price or shipping cost.

We recommend checking with your local customs office for more information.

 

Delays

Please note that international deliveries may occasionally be delayed due to customs processing, which is outside of our control.

 

Order Tracking

All orders are shipped with tracking. You will receive your tracking details via email once your order has been dispatched.

 

 

Dispatch Times

Orders are typically processed and dispatched within 1–2 working days. Once dispatched, you will receive a confirmation email with tracking details.

Delivery Times

Our standard delivery service aims to deliver within 48 hours from dispatch. Please note that delivery times are estimates and may vary during busy periods or due to circumstances outside our control.

Additional Information

  • Delivery times are based on working days (Monday–Friday).

  • We are unable to deliver to PO Boxes.

  • If you experience any issues with your delivery, please contact our customer support team contact@theurbankitty.com and we’ll be happy to help.

 

Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

 

Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

Tracking Notifications

Upon dispatch, customers will receive a notification from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.


Cancellations

Please contact us immediately if you change your mind. We are unable to accept cancellations if your order has already been processed and dispatched.

If an order has already been dispatched, please refer to our refund policy.

Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

Customer service

For all customer service enquiries, please email us at contact@theurbankitty.com