We offer both Standard and Priority shipping options to ensure the best possible shopping experience. It usually takes between 3 and 20 days for orders to be delivered, depending on the item and its final destination. In most cases, orders are processed within 24 hours but tracking numbers may be delayed.

 

How do I track my order status?

You can track your order online 24/7 by going to cuddlykittens.co/pages/track-your-order and entering the tracking number for the order.

Alternatively, a shipping confirmation is sent to the email address you have used to register in the website upon placing your order. The email contains a tracking link where you can check the status of your order.

 

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email right after you have placed your order.

 

How can I change specification/ delivery address/ recipient for my existing order?

We try to ship items the sooner we can. Should there be any changes, please email us at orders@cuddlykittens.co within an hour from the date of purchase.

NOTE: Product specification, delivery address and recipient name can only be changed if your order has not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and your order has already been handed over to our third-party couriers.

How can I cancel my order?

Buyers can cancel their order if it has not been shipped out yet. If your order has already been shipped, we can't unfortunately cancel your order since it's on its way to be delivered to you.

I received an incomplete order, what should I do?

Please notify us immediately at orders@cuddlykittens.co so we can assist you. If your order is missing an item or part of a product, please make sure to send us a photo of: 

• The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
• The product packaging showing the product. 

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we will make sure we replace it for you. Kindly send us an email at orders@cuddlykittens.co so we can assist you. Please make sure to send us a photo of: 

• The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
• The product packaging showing the item you received. 

I received a damaged/ defective item, what should I do?

If the item you received is damaged/defective, we will make sure to send you a replacement. Kindly send us an email at orders@cuddlykittens.co, so we can assist you. Please make sure to send us a photo/video of: 

• The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
• The product packaging showing the item you received.

 

 

2 RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@cuddlykittens.co. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@cuddlykittens.co.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Original shipping charges incurred at the time of purchase are non-refundable. Please remember it can take some time for your bank or credit card company to process and post the refund.