Frequently Asked Questions

Answers to frequently asked questions

How long does shipping take?

Orders placed before 3:30 p.m. on a working day are dispatched the same day. We currently offer Royal Mail, Evri 48-hour tracked postage on all orders.

Is VAT included in the price?

Yes, VAT is already included in the price. You will receive a email for your order containing the VAT included. Our VAT number is GB485450666.

What if I want to return a product?

No problem! We have a 30-day returns policy. Please complete the contact us form and we will send you a return label. You will also receive email updates for your return.

Can I cancel my order before dispatch?

Yes absolutely, if your order has not been dispatched a cancelation request will be processed and payment refunded to your payment account.

How long does it take to get a refund?

Once we process the refund your funds should be available in your payment account with 2 to 3 business days. Most refunds are completed the same day.

Do you ship internationally?

We currently only ship within the United Kingdom. This might change as we grow and increase the number of shipping options on our site.

How can I get in touch for product related questions?

Please fill in the contact form to send us a message or email us at sales@coolcatlimited.com

Orders and Payments

What methods of payments do you accept?

If you choose to continue checkout we accept all major cards. On the initial checkout page you also have the option to use express checkout with Apple Pay, Google Pay, Shop Pay or PayPal.

Do product prices include VAT?

Yes, all prices on our website include VAT. You will receive an email when your order is placed that shows the amount of VAT included in the price.

Are there any additional costs?

We do not charge any additional costs, once your order is placed we will send out your item to be delivered without any additional costs.

Will I receive an email for my order?

Yes, you will receive an email confirming your order within 10 minutes of placing your order.

How do I place an order?

You can create an account or check out as a guest. Once you have added your items into your cart checkout will ask you for the payment details and shipping address. Once you complete checkout you will receive a confirmation email for your order.

Shipping and Dispatch

Which countries do you ship to?

We currently only ship products within the UK. This is likely to change as we continue to grow.

Do I get a tracking number for my order?

Yes, once your order is placed we will send you an email with your tracking number that you can use to track the progress of your delivery. If you have created an account on coolcatretail.com we will provide the tracking number both to your email address and on your account order page.

Do you offer free delivery on all products?

We offer free delivery across all our products on coolcatretail.com and also provide free tracking on all orders.

Are invoices placed in the box?

No, we do not add paper printed invoices when we pack your order. We do this to lower our environmental impact and also lower cost and time used when dispatching orders. All invoices are emailed and kept on your account if you create an account.

Where do you ship your products from?

All products are shipped from our Exeter location and are packed by us.

Which delivery couriers do you use?

For most orders on our website we will use Royal Mail delivery with 48 hour tracked service. For larger and heavier products we also use Evri 48 hour tracked, UPS, DHL, Yodel or ParcelForce. All services we choose include tracked 48 hour delivery.

Do all products ship in original manufactures packaging?

Yes all our products on coolcatretail.com are brand new sealed in the original manufactures packaging. We will place the sealed original package into a box to protect your product during shipping.

Returns and Guarantees

Are returns free?

Yes, if you have used your product and within 30 days decide to return the product we will send you a free return label and process your refund once the product is received by us. Please review our returns policy for more detailed information.

What is the return process?

You can send us an email to sales@coolcatlimited.com to initiate a return by email. You can also choose to start the returns process on your account if you have created a customer account on coolcatretail.com. Once we receive your return request we will send your your return label.

Do all products come with guarantees?

Yes, as all products we sell are brand new they all come with various manufacture guarantees. For example our Salter range of products mostly come with a 3 year manufacture guarantee. The details of the various guarantees will be found on the packaging and within the information contained for your product you buy. Please do register and follow the manufacturer instructions to activate your guarantee.

How long does the returns process take?

If you have decided to cancel your order before dispatch your item will be marked as returned immediately and a refund will be sent to your chosen method of payment.

If you have received your product and would like to return your product it can take two working days for us to receive the product back and a further 2 working days to process the refund. We will make this process as easy as possible for you and keep you updated at each step of the process by email and on your account if you have registered an account with us.

Are products insured during shipping?

Yes, all products dispatched are insured by the courier. With the tracking details provided we can track your product and ensure you receive your product.

Couldn't find your answer?

We're here to help. If you couldn't find the information you were looking for, reach out to us directly. A member of the Cool Cat team will respond within 24 hours.

Contact us
View all