FAQs
FAQs – We have provided answers to our most Frequently Asked Question or FAQs here. FAQ’s covering Cat Gift Boxes, Account Administration, Payments, Shipping, and Returns are broken down in to these relevant sections so you can find the answer you’re looking for quickly and easily. Simply click on a topic to view all FAQs for that topic. Click the + sign to reveal the answer to each frequently asked question.
If your questions are not answered below please Contact Us so we can assist you. We will respond within 48 working hours, often much sooner.
How do I create an account?
How do I create an account? Currently we only allow customers to create an account on One Happy Cat. This helps us to focus on our customers and make our account creation process really simple. When you place an order on One Happy Cat you simply tick the “Create An Account” tick box and an account will be created for you. Here’s how:
- When you’ve added items to your Shopping Cart click on the shopping cart icon in the top right hand corner of every page on the website
- Complete the order details such as Personal details, Billing and Shipping addresses
- Below the billing address you will see a check box “Create An Account” tick this by clicking in the check box
- Enter your email address – This will need to be an active email address you have access to in order to receive our “Account Creation”, “Order Confirmation” emails
- You will be prompted to create a password – you can find help on creating a secure password here NCSC Cyberaware the UK governments advice on staying secure online
- Enter your payment card details and check out.
- Once you have successfully checked out, you will receive your “Account Creation” and “Order” confirmation emails.
That’s it you’re all set, your order placed, account created and confirmed in one simple process.
If you need any further assistance please don’t hesitate to email us via our Contact Us page or by calling us on 0207 117 2775
How do I change my password
How do I change my password? If you’ve forgotten your password you can recover this by going to My Account page (when logged out) and clicking on the text “Forgotten password”.
If however, you wish to change your password to something say, more memorable. Then here’s how to do it:
Before you begin may we recommend you take some time to create a secure password. You can find out how to create a strong password by following this advice from the NCSC CyberAware the UK goverment’s advice on how to stay secure online.
- Login into your account using your current password via the My Account page
- Click on the Tab “Account Details”
- Scroll down to find the password fields
- Enter your current password in the “Current password” field
- Enter your new password in the “New password” field
- Enter New password again in the “Confirm new password” field
- Scroll down and click “Save Changes” button.
That’s it you’re all set to use your new password next time you login.
If you need further assistance we’re here to help. You can call us on 0207 117 2775 or email using the online Contact Us form.
Can I change my address?
Can I change my address! Yes, you can change your Billing and Shipping address from the My Account page. Follow the links and steps below to change your addresses. Remember to change your addresses before you place an order or your subscription renews to ensure your payment is processed and your order is shipped to the correct address.
My Account > Addresses > Billing Address
If the payment card you wish to use has been registered to a new address with your bank, you will need to update your address in the Billing Address section of the My Account page.
- Log into your account here My Account
- Go to the Addresses Tab
- In the Billing Address change the details to your new address your payment card is registered to.
You will also need to ensure you update your card address in your stripe account
My Account > Addresses > Shipping Address
If you would like your order or subscription box to be sent to a new address, you will need to update your Shipping address in the Shipping Address section of the My Account page.
- Log into your account here My Account
- Go to the Addresses Tab
- In the Shipping Address change the details to your new address you would like orders shipped to
What Payment Methods Do You Accept?
What Payment Methods Do You Accept?We accept all major credit cards via our payment processor Stripe.
We accept:
- Mastercard Credit & Debit Cards
- Visa Credit & Debit Cards
- American Express
- Dinners Club Card
- an many, many more
About Stripe
Stripe is the worlds largest, safest and economical payment processing platform (helping us to save costs and keep our prices low). Used by Deliveroo, ASOS, MADE and Xero (Accountancy software), stripe are a trusted payment processor worldwide that allows us to:
- Keep our Card Processing fees low – making sure we do not have to charge our customers for making payments
- Meet PCI, CCP (USA & California) and 2 Factor Authentication (UK & Europe) compliance
- Utilise Stripe’s integration platform to ensure we never hold any customers payment card details on our website or systems
- Utilising Stripes encryption and tokenisation system we are able to use the latest encryption technology – securing the connection between our secure website and theirs, keeping our customers payment card details safe & secure
About OneHappyCat.co.uk
One Happy Cat is a secure website using Starfield Technology’s secure website verification process. Using strong SHA-2 and 2048-bit encryption that’s virtually uncrackable, the technology verifies and then continuously checks that www.OneHappyCat.co.uk is secure. You can tell we are secure by the padlock icon seen in the browser bar at the start of the web address – URL.
Can I view previous orders & Invoices
Can I view previous orders & Invoices? Yes, You can! simply go to your My Account page and:
To View All Orders:
My Account > Orders – to view all previous Orders
To View a Specific Order:
My Account > Orders > Select Order Number (looks like this: #43) – to view all items in the Order
To View Your Order Invoice:
My Account > Orders > Select View Invoice – next to order that you wish to view
When viewing Orders and Invoices you can select the “Print” button to print your orders and invoices.
My card details have changed!
My card details have changed – your trying to take payment on an old/expired card. That’s OK you can update your card details here:
You will also need to ensure you update your billing address. We employ additional Debit/Credit Card security protection so your billing address here:
My Account > Addresses > Billing Address
must match the address your payment card is registered to, with your bank.
What if my card is declined
What if my card is declined?
Don’t worry if your card is declined. We will continue to take payment automatically until payment is successful. Your subscription will be placed on hold until the payment succeeds. You will however need to resolve the reason for your card decline to enable payment to be taken and for your subscription order renewal to process.
My Payment has failed – what can I do?
The most common reason for payment failures is due to using an incorrect address. We use strong security protection on our website to protect all card users. If you don’t enter the address your payment card is registered to with your bank, in the billing section, your payment will fail. You can update your billing & shipping address in My Account > Addresses
You can update your card details within the My Account section of the website. My Account > Payment Methods. If you are experiencing difficulties please call us on 0207 117 2775 and we can assist you.
If you are within your initial subscription agreement period (minimum of 2 payments) you must update your card details or place sufficient funds in the account to which your payment card is linked. We will continue to attempt to process payment until your payment is processed. Alternatively call us on 0207 117 2775 and we’ll be happy to assist you.
If you wish to cancel your account you can do so here but the must be completed prior to the subscription renewal payment being taken. Cancellations will not be applied retrospectively to previous payments. To avoid any issues simply cancel your subscription on or before the last working day of the month. You can cancel your subscription here:
- Log in to the My Account section of our website
- Click on the “Subscriptions” tab
- Select the subscription you would like to cancel
- Click Cancel – and you’re all done.
If you do not see the Cancel button this maybe because we have not received the second payment of your initial subscription period. If you have made your second payment and you still do not see the “Cancel” button, don’t worry we’re hear to help. Call us on 0207 117 2755 or email info@onehappycat.co.uk
Important information for existing subscribers
Important information for existing subscribers. We aim to ship our subscription boxes on the 7th of each month avoiding bank holidays and weekends. This means we will not ship until the next working day after the 7th of the month, if the 7th of the month falls on a Saturday, Sunday or Bank Holidays. If the 7th of the month falls on a Bank Holiday boxes will be shipped next working day.
Depending on the shipping method you have selected, you can expect to receive your parcel from: (Expected Delivery Date includes +1 day for picking and packing)
| Shipping Method | Expected Delivery Date |
|---|---|
| Royal Mail 2nd Class Small Parcel 2 – 4 workings day | 12th of the month |
| Royal Mail 48 Hour Tracked – Track here | 10th of the month |
| Next Working Day – DPD – Track Here | 9th of the month |
| International Shipping (Royal Mail International Economy) | 21st of the month |
Additional day for picking and packaging is included in the Expected Delivery Date above
You can view all our shipping information on our dedicated shipping page or in our FAQ’s > Shipping section.
If you would like to know more about when we take subscription payments you can find this on the dedicated payments section of our Frequently Asked Questions page.
Important information for new subscribers
Important information for new subscribers. When joining a new subscription box it’s always great to have the inside info so you know how it all works. we;ve provided the most important payment and box schedule below so you know how your first order works and the first box you will receive. To your right you will also see quick links to other key information pages so you’ve got everything you need to understand how our subscription boxes work.
Important information for new subscribers
If you subscribe on or before the last day of the month you will receive the current month’s box. This will be picked, packed and shipped within 24 working hours. Shipping is via Royal Mail 2nd class – small parcel 2- 4 working days as standard, unless you select a faster shipping upgrade at checkout. You will then be charged again on the 1st day of the following month and then every month until you cancel your subscription. We synchronise subscriptions so we can send all monthly subscription boxes together on the 7th of the month. This means way you will pay and receive your first box straight away, followed by your regular monthly payments on the 1st of each month and receive your monthly subscription boxes on the same day each month (depending on the shipping method you selected.
If you subscribe on the 1st of the month you will receive this month’s box which will be shipped on the 7th of the month.
| Order Before or After 1st Of The Month | Payment |
|---|---|
| 1st Box shipped within 24 working hours | Payment Taken Immediately |
| Next Box shipped on 7th of the next month | Subscription Payment taken on 1st of each month |
| Order On 1st Of The Month | Payment |
| 1st Box shipped on the 7th of the month | Payment taken immediately |
Can I cancel my subscription?
Can I cancel my subscription? Yes, you can! You can cancel at any time after your second payment. If you would only like to place an order for one box please see our One Off Cat Gift Box or our Give As A Gift Cat Gift Box. Our subscription Cat Gift boxes are discounted to reward our loyal customers subscribing to more than one payment / gift box.
To cancel simply:
- Log in to the My Account section of our website
- Click on the “Subscriptions” tab
- Select the subscription you would like to cancel
- Click Cancel – and you’re all done.
If you do not see the Cancel button this maybe because we have not received your second payment. If you have made your second payment and you still do not see the “Cancel” button don’t worry we’re hear to help on 0207 117 2755 or email info@onehappycat.co.uk
When to Cancel your subscription:
It is important that you cancel your subscription before the last working day of the month. Subscription payments are taken on the 1st day of every month. If you do not cancel your subscription before a subscription payment is taken and you no longer wish to receive your box, you will not receive a refund even if you’re box has not already been shipped. We are a small business and customising boxes is challenging with a highly complex ordering process. As such once payments are received, subscription boxes will be shipped. If you need to cancel in a hurry always try to cancel your subscription on line – this is the fastest method and is automatically fed into our stop payment system. If you cannot cancel on line please contact us on 02071 17 2775 Mon- Fri 09:00 – 17:00.
Our contact details are:
Telephone: 0207 117 2775 Mon – Fri 09:00 – 17:00
Email: info@OneHappyCat.co.uk
Please read our “Important Information For New Subscribers” and our Information for “Existing” subscribers.
When will I be billed?
When will I be billed? All Cat Gift boxes require an immediate payment when placing an order. Our payment details below explain how each of our Cat Gift Boxes differ with regard to payments. Simply put “One Off Cat Gift Box” and “Give As A Gift Cat Gift Box” require one payment when you place your order. Subscription box payments are detailed further below.
One-Off Cat Gift Box and Give As A Gift Box
Payments are taken when you place your order.
Customised Cat Gift Box Subscription
Your first payment is taken with your first order no matter which day of the month you place your first order. You will receive that month’s customised subscription box which will be shipped on the next working day. Your following subscription payments will be taken on the 1st day of each month and will be shipped on the 7th of the month (or following working day if the 7th falls on a Saturday, Sunday or Bank Holiday). If you place your first subscription order on the 1st of the month your subscription box will be shipped on the 7th of the month.
Please bear in mind if you place a subscription order on the 28th, 30th or 31st of the month you will pay for and receive that months box and your next payment will be taken the next day (on the 1st of the month) for the following months box.
You can find your payment information and invoices for all previous orders in your My Account > View Order > View Invoice
Can I track my parcel?
Can I track my parcel? Yes, you can! Simply log into your account using the “My Account” button at the top of every page. Once you have logged in you will need to:
Select / Click on the “Orders” tab from your My Account dashboard
Select / Click on “View” order – for the order you wish to Track
Click to go to My Account
You can then either:
A) At the top of the “Order View” you will see an orange “Track” button. Click on the “Track” button to track your parcel.
B) Please make a note of the tracking number and go to DPD TRacking website if your parcel has been shipped via DPD or go to Royal Mail Tracking if your parcel was shipped via Royal Mail. You will know which courier your parcel was shipped with as it is stated in the My Account>Orders>View Order page.
All parcels are shipped via Free Shipping (Royal Mail second class small parcel) unless you upgraded your parcel to a faster tracking service at checkout. You can find all our shipping methods on our dedicated shipping page.
Do you accept returns?
Do you accept returns? Yes we do however, returns are covered under our Refund Policy. Please read the whole Refund Policy to ensure you understand our policy, however the highlights are:
The following criteria must be met to qualify for a refund:
-
- Product is defective
-
- Product must be unopened
-
- Product must be in original packaging
-
- Product must be unused
-
- Product must not be damaged
-
- Individual Items within subscription Boxes are not eligible for return and refund – the complete subscription box must be returned. Please contact us if you have an issue with an individual item.
In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. Perishable goods, tailor-made or personalised items and products with a seal for health protection and hygiene reasons that’s been broken or broken sealed items are completely exempt from being returned. You must contact us prior to making a return to be eligible for a refund. Return shipping is at the cost of the buyer.
You can read the full Returns & Refund Policy here. Our Refund Policy is in compliance with The Consumer Contracts Regulations Act 2014 (your statutory rights).
When do you ship?
When do you ship? We offer three Cat Gift Boxes all with slightly different shipping time-frames. We have outlined our shipping time-frames below. This will help you select the right cat gift box to meet your delivery expectations.
One-Off Cat Gift Boxes and Give As A Gift Boxes
Orders are shipped next working day using Royal Mail 2nd class small parcel (free delivery) or International Standard Tracked delivery for international customers. Alternatively you can upgrade your delivery method to receive your order faster if you are a UK customer, if you wish.
Customised Cat Gift Box Subscription
Your first payment is taken with your first order no matter which day of the month you place your first order. You will receive that months customised subscription box shipped the next working day with free delivery using Royal Mail 2nd class small parcel. You can upgrade your shipping method to faster delivery at the checkout. Your following subscription payments will be taken on the 1st day of each month and will be shipped on the 7th of the month (or following working day if the 7th falls on a Saturday or Sunday).
Please bear in mind if you place a subscription order on the 30th / 31st of the month you will pay for and receive that months box and your next payment will be taken the next day (on the 1st of the month) for the following months box.
You can find out more about all our shipping options, time-frames and upgrades to faster delivery on our dedicated shipping page.
Do you offer free shipping?
Unfortunately there is no such thing as free shipping. Rather than increase the price of our products to include shipping costs we clearly state the cost of the product and the cost of shipping separately. This way you know what you’re paying for the cost of the cat gift box and what you’re paying for the cost of shipping. We offer a range of shipping options so you can chose which shipping option is best for you in terms of speed of delivery and cost of service. All shipping is at cost as advertised on the courier website.
Royal Mail 2nd Class which take 5 – 7 working days to arrive. We will provide proof of Postage via Royal Mail Confirmation Receipt. This proves Royal Mail has received your parcel from us and is in the process of delivering your shipment.
You can Royal Mail 1st class small parcel, Royal Mail 48 Hours, DPD Next Day Delivery (+1 day for picking, packing and collection) and internartional shipping for international customers – non UK customers. You can view all shipping options and costs on our shipping page.
There is no tracking option for Royal Mail 1st and 2nd class, so if you live in an area known to have lost or stolen parcels we highly recommend using the Royal Mail 48 Hour Tracked service.
Whilst we will support customers in the recovery of their missing parcels, we cannot refund customers who have selected free shipping and where we have provided proof of shipment. Royal Mail is extremely reliable within the UK.
You can find out more about all our shipping options including delivery time frames, upgrades and tracking in our dedicated shipping page here.
Do You Deliver Next Day?
Do you deliver next day? Yes we can! If you really can’t wait and need your parcel at short notice we have partnered with DPD to offer a Next Working day service. If your order is placed before 12 noon each day your parcel will be delivered next working day. Orders placed Monday to Thursday before 12 noon will be shipped same day and arrive next day. Orders placed after 12 noon Thursday will arrive the following Monday – next working day. DPD do not deliver Saturday or Sunday using this shipment option.
Next Working Day parcels are shipped via DPD Tracked Service typically arriving before 5pm next working day. We will provide a tracking number which you can find:
- In your Order Completed Email
- In your My Account > Dashboard > Orders > View Order and click on TRACK button
You can track track your parcel via DPD Track My Parcel in real time or from the Track My Parcel Page on the One Happy Cat Website (update every 30 minutes).
We will support customers in the recovery of their missing parcels and resend parcels which are confirmed as lost / undelivered / stolen by DPD. Please bear in mind DPD is an extremely reliable and safe courier service.
You can find out more about all our shipping options including next day delivery, upgrades and shipping time-frames in our dedicated shipping section here.
Can I upgrade to faster shipping?
Can I upgrade to faster shipping? Yes, you can! If you wish to receive your Cat Gift Box faster you can select a faster delivery method at checkout. The cost of each shipping method is at the cost as advertised on the relevant couriers website – in short at cost price. We never inflate charge of delivery so you can be rest assured your shipping cost always represents value for money.
Shipping charges:
| Shipping Methods | Cost to Upgrade From Free Delivery: |
|---|---|
| Royal Mail 2nd Class – 2-4 working days | £3.00 |
| Royal Mail 48 Hour Tracked – 2-3 working days | £4.99 |
| Royal Mail 1st Class – 2-3 working days | £5.99 |
| Next Working Day – DPD courier next working day | £8.70 |
| International Shipping | £14.99 (flat rate for all international customers) |
You can learn more about all our shipping options and shipping time-frames on our dedicated shipping page here.
Do You Offer International Delivery?
Do You offer International Delivery? Yes we do! International parcels are shipped via the Royal Mail International Tracked service which takes between 5 to 7 working days but may take as long as 14 days to arrive. Please allow one additional day for picking, packing and collection by Royal Mail. We will provide a tracking number which you can find:
- In your Order Completed Email
- In your My Account > Dashboard > Orders > View Order and click on TRACK button
You can track track your parcel via Royal Mail tracking page here in real time or from the Track My Parcel Page on the One Happy Cat Website (update every 30 minutes).
We will support customers in the recovery of their missing parcels and resend parcels which are confirmed as lost / undelivered / stolen by Royal Mail. Please bear in mind Royal Mail Tracking is a secure service & provides fraud prevention tools for your peace of mind. One Happy Cat are not liable for any custom charges, VAT or taxes charged to the customer as a result of ordering your box internationally. You are solely responsible for all import duties, taxes and charges that your country’s customs & imports office may impose when your order enters your country. All such fees are the buyers responsibility to pay. We cannot refund any boxes or shipping fees if you do not pay any taxes or duty to your country, resulting in your One Happy Cat Cat Gift Box being returned to us.
Learn more about shipping including; do you offer international shipping? international tracking and international returns in our dedicated shipping section here.
Where do you deliver?
Where do you deliver? Whilst One Happy Cat is based in the UK, our Cat Gift Boxes are sold and sent to customers around the world. We currently ship to the following countries:
- United Kingdom
- Norway
- Iceland
- Switzerland
If you don’t see your country listed and would like to know if we are planning on launching in your country soon you can get in touch here…
You can leanr all about our shipping options including upgrades, Royal Mail and DPD delivery time-frames and more here…