Frequently Asked Questions

Simply browse our website, add your chosen product(s) to your cart, and proceed to checkout. You will receive an order confirmation email immediately after your purchase is complete.

Yes, provided your order has not yet been dispatched. Please contact us at support@felinemaison.com within 24 hours of placing your order. Once an order has entered the fulfilment process, we are unable to guarantee modifications or cancellations.

We limit orders to a maximum of 5 units of the same product to ensure fair availability for all customers. If you wish to order larger quantities, please contact us at support@felinemaison.com before placing your order.

Yes. You will receive two emails from us: an order confirmation immediately after purchase, and a dispatch confirmation once your order has been shipped, including your tracking number.

Currently, Feline Maison ships exclusively to addresses within the United Kingdom. We do not ship internationally at this time.

All orders are processed within 1-2 working days. Estimated delivery to UK addresses is 6-12 working days from dispatch. You will receive a tracking number so you can follow your parcel every step of the way.

We offer two options:

Standard Shipping, Free: Fully tracked delivery to all UK addresses

Premium Shipping, £4.99: Fully tracked + insured against loss and damage

Yes, Standard Shipping is completely free on all orders, with no minimum spend required.

Depending on the product ordered, your item may be dispatched from the United Kingdom, Germany, or China. The dispatch origin does not affect your consumer rights, product quality, or the stated delivery timeframe.

No. All customs duties, VAT, and import fees for UK deliveries are fully covered by Feline Maison (Delivered Duty Paid, DDP). You will never be charged any additional fees upon delivery. If a carrier unexpectedly contacts you regarding customs charges, please get in touch with us immediately at support@felinemaison.com.

Yes. Once your order has been dispatched, you will receive a shipping confirmation email with your unique tracking number and a link to track your parcel in real time.

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 immediately and resolve the situation promptly.

If your parcel is confirmed lost by the carrier, we will offer you, at your choice, either a full refund or a free replacement, with no additional cost to you.

Please take photographs of the damaged packaging and item, then contact us at support@felinemaison.com within 48 hours of delivery. We will arrange a replacement or full refund promptly at no cost to you. If you selected Premium Shipping, your claim will be prioritised.

We offer a 30-day return window from the date of delivery, exceeding the 14-day minimum required by UK law. If you are not satisfied with your purchase for any reason, we are here to help.

Please do not send any item back without contacting us first. Email us at support@felinemaison.com with your order number and reason for return. We will respond within 48 hours with personalised return instructions.

No. Return shipping is entirely free of charge. We will provide you with a prepaid return label or clear return instructions upon approval of your request.

We are sorry to hear that. Please contact us at support@felinemaison.com within 30 days of delivery, including your order number and photographs of the issue. We will offer you, at your choice, either a full refund without requiring the item to be returned, or a free replacement.

Once your return has been approved, your refund will be processed within 14 days to your original payment method. Please allow up to 5-10 additional business days for the funds to appear in your account, depending on your bank or payment provider.

If you would like a different product, we recommend requesting a refund and placing a new order for the item you prefer. Contact us at support@felinemaison.com and we will guide you through the process.

We accept the following payment methods:

Credit and debit cards (Visa, Mastercard, American Express)

Shop Pay

Apple Pay

Google Pay

Absolutely. All transactions on Feline Maison are processed through PCI-DSS compliant payment gateways with SSL/TLS encryption. We never store your full card details on our servers.

Yes. All prices on our website are displayed and charged in British Pounds Sterling (£).

We do not currently offer an instalment payment option. Full payment is required at the time of placing your order.

Yes. Every product in our collection is carefully selected to ensure it is safe, non-toxic, and appropriate for use around cats. We only stock products that meet our strict quality and safety standards.

Yes. Every Feline Maison product is covered by a 12-month commercial guarantee from the date of delivery, in addition to your statutory rights under the Consumer Rights Act 2015. If a product develops a fault under normal use within 12 months, we will repair, replace, or refund it.

Each product comes with a full instruction manual. We also provide product care guides on our website for additional guidance. If you need further assistance, our team is happy to help at support@felinemaison.com.

Most of our products are designed to accommodate a wide range of cat breeds and sizes. Please refer to the individual product descriptions for specific compatibility information. If you are unsure, contact us before purchasing.

We do our best to restock popular items as quickly as possible. If a product you want is out of stock, you can contact us at support@felinemaison.com to be notified when it becomes available again.

Feline Maison was founded by Sintia, a cat owner frustrated by the lack of genuinely premium, reliable products on the market. Every product in our store is selected against one simple question: would I use this myself, every day, without frustration? You can learn more on our About Us page.

Feline Maison is a trading name of PRZ Capital LLC, a limited liability company incorporated in Wyoming, USA. We serve customers exclusively across the United Kingdom.

The fastest way to reach us is by email at support@felinemaison.com. We respond to all enquiries within 24-48 hours, Monday to Friday. You can also visit our Contact Us page.

We are an online-only retailer. All orders are placed and managed through www.felinemaison.com.