Shipping & delivery
Where do you ship from?
We use a global print-on-demand network with fulfilment centres in London, New York, Munich, Paris, Sydney, and Toronto. Your order is printed at the facility nearest to your delivery address to keep shipping fast and reduce environmental impact.
Will I have to pay customs or import duties?
No. Every order is printed and shipped from a facility in your country. US orders ship from New York. UK orders ship from London. German orders ship from Munich. No customs, no duties, no surprise fees. Your order never crosses a border.
How long will delivery take?
Processing takes 3-4 business days. Delivery takes 3-5 business days. All orders are printed and shipped locally - nothing ships internationally.
Do you ship worldwide?
We ship to most countries through our global print network. If your country isn't covered at checkout, get in touch and we'll see what we can do.
Products & care
What size mugs do you sell?
All our mugs are available in 11oz and 15oz. The 11oz is the standard coffee mug size. The 15oz is for serious caffeine consumers and people who want their tea to last.
Are your mugs dishwasher safe?
Yes. Our mugs are dishwasher safe and microwave safe. The print is fired into the ceramic, not stuck on top. Wash hot, wash often, the design will not fade.
How do I care for my t-shirt?
Machine wash cold, inside out. Tumble dry low. Do not iron the print directly - if you need to iron, do it inside out or place a cloth over the design. Avoid bleach and fabric softener on the printed area.
How do I care for my tote bag?
Spot clean or gentle machine wash. Air dry. Wipe gently with a dry cloth between washes. Keep out of direct sunlight to preserve the colours.
What sizes do your t-shirts come in?
Our unisex t-shirts run from XS to 3XL. Detailed size charts are available on each individual Etsy listing. They run true to size for unisex cuts - if you prefer a fitted look, size down.
Orders & returns
Can I change my address after ordering?
You have a 2-hour window after placing your order. Open your order on Etsy, click "Help with Order", and request the address change there. After 2 hours the order is with our production partner and cannot be changed.
Can I cancel my order?
Yes — within 24 hours of purchase. Go to your order on Etsy, click "Help with Order" then "Cancel Order". After 24 hours the order is in production and cannot be cancelled.
What if I'm not happy with my order?
Open your order on Etsy and click "Help with Order" then "Request a Refund". Because each item is printed to order, traditional returns aren't possible, but we don't leave anyone unhappy. No questions asked, no complicated forms.
Is the packaging gift-ready?
All items ship in protective packaging. Mugs arrive in a sturdy box with foam inserts. Not gift-wrapped, but presentable enough to hand straight over.
Do you do custom or personalised orders?
Not at the moment. Everything in our shop is designed and built around the personalities of our six cats. If you've got a brilliant idea you think fits the brand, get in touch - we read every message.
About the brand
Are these your real cats?
Yes. The Cuddly Cat Company exists because our family lives with six cats with six very specific personalities, and we got tired of generic "I love cats" merch that bears no resemblance to the cats we actually live with. Crumpet (orange tabby chaos), Delilah (judgemental tuxedo), Moji (lazy tabby), Marigold (sassy calico), Sootie (misunderstood black cat), and Pixie (floppy ragdoll). Every design starts with one of them.
Why don't you show prices on this website?
Prices are on Etsy where you can buy. We keep this site for the stories, the cats, and the design context. Click any product to see live pricing on Etsy - we run a permanent store-wide sale, so what you see there is what you pay.
Where can I follow you?
We're on Facebook, Pinterest, and Instagram. Pinterest is where we post most often - new designs, behind-the-scenes nonsense, and the occasional cat tax.
Still have questions?
For order issues, use "Help with Order" on Etsy. For everything else — questions, cat photos, complaints about your cat's behaviour — drop us a line.