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Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

All customers can create an account on checkout.  We recommend this so that you can track your order and order history with us.

Shipping time varies by location and orders are shipped directly from our suppliers.  Our estimated shipping times are 12-60 days, and we will ship from the closet warehouse to you.  Some of our suppliers have warehouses in New Zealand, Australia, Europe and the United States.

Yes,  once we have tracking information we will update this to your orders page, in My Account. From there you can click on the tracking information.    Some items on Free Shipping will not have tracking information.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

Some items do not have tracking information available, which is out of our control.

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

No.  We do not keep your credit card details.  Payments are managed via our secure payment gateways.  PayPal, PoliPay, Afterpay or Stripe.

GST will be charged to New Zealand customers.  All other countries are exempt from sales tax at this stage.

Yes. We provide free shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

We have many suppliers and if you order multiple products, they may come in separate packages.  All tracking details for your order will be updated in your My Account area.

If you need to swap an item

Returns and Exchanges

Your satisfaction is our #1 priority. Therefore,  you can request a refund for faulty products.

If you received the wrong item you can request a refund or a reshipment. I

If your item arrived damaged you can request a refund or a reshipment. 

We will not issue a refund if:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of KittyCat.gifts (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of KittyCat.gifts

You can email hello@kittycat.gifts

Please contact us ASAP so that we can fix this before shipping. Once shipped we will not be able to change the shipping address.

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Sorry, not at this stage.

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