FAQ & Policies

A note for UK Customers:

Unfortunately, we are unable to ship to your country at the moment because of the new VAT rules.

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*ALL CUSTOMERS PLEASE NOTE:

 I will not be held responsible for stolen or lost parcels. Please see shipping FAQ below to see specific times and shipping methods for domestic and international.

If you are OUTSIDE THE U.S. please be aware if your country has a VAT or import tax. Your items may be held at customs if you do not pay and that could be why they are held up. It is your responsibility to know the import price/rules for your country. These custom fees are the customer’s responsibility to pay, not Cat Coven’s. I will not mark your item as a “gift” or change the price.

 

I'm a retailer and would like to do wholesale with you!

Great! Please email hello@catcoven.com and tell me a bit about your shop!

 

How long before my item ships? 

Shipping happens 1-2 times a week depending on the volume of orders.

If you ordered a ✷PRE-ORDER✷ item: the listing will have the info on how long processing time takes. Pre-Order means that the products are being made after based on the amount ordered. It will usually be around 3-5 weeks, depending. 

If you ordered a fine art print: occasionally there is stock ready to ship, but it's not always the case so I consider these made-to-order. It will be 1-2 weeks before it ships.

All other items are set stock and should ship in 2-5 business days. 

If you need items by a certain date please let me know at hello@catocoven.com as soon as you place your order (and include your order number).

 

How does Cat Coven do shipping? 

Nearly all of the mailers and packaging are now biodegradable or recyclable! Occasionally I recycle packaging materials from other packages to be extra eco friendly.

For US (Domestic mail): First class can take about a week once shipped. There is tracking available. You may also choose Priority Mail which will speed up the time once it is shipped, but not necessarily the processing time before shipping. Priority includes a tracking number and can take 1-3 days once shipped. If you are worried about your order being lost or damaged while shipping I strongly suggest ordering priority mail. Heavy items such as blankets, pillows and mugs must be sent priority mail. Prints (Anything flat): sent in a flat mailer with plastic sleeve and sturdy cardboard. Shipped as First Class with tracking available, or Priority if you prefer. 

International mail: All items are sent first class. There is limited tracking but no guaranteed delivery date. It can take up to two weeks to reach you once shipping. Sometimes it takes a few days to show up in the USPS international tracking system and not all countries keep this information updated. 

As of 1/1/2021, UK Orders are not being accepted because of the rules changing with VAT taxes that I have not sorted out yet. 

*MAKE SURE your address is correct. I cannot be held responsible if you give me the wrong address and it's shipped there.

*If your item is lost in the mail it is not my responsibility to refund you. 

 

I think my item is lost?

Please take these steps before contacting me:

1) Wait a few extra days. Sometimes the process is slow at certain times of the year (winter holidays especially). If you are in the US: sometimes it may say “delivered” on your tracking number before it has reached your house.

2) Check with neighbors, roommates or office coworkers in case they have taken your package by mistake.

3) Go to your local post office and inquire (make sure to bring a tracking # or any other specifics you have about your package).

4) If none of these have worked send me a message and we can figure something out!

 

Do you take custom orders?

Not during this time, sorry!

 

How do I wash the [cotton sateen] pillow cases?

The fabric is printed with reactive inks. They are permanent but can be sensitive to washing the first few times. 

✷For the first wash, wash with 1 cup of vinegar and 2 teaspoons of salt in a washing machine full of water. Do not use a reduced water cycle. Transfer immediately into the dryer

✷If you leave it too long in the wash wet, you may see bluish stains on light areas. Wash again using the above recipe and that should go away.

✷For subsequent washing, use a phosphate free detergent and full water cycle. Wash separately from other laundry for the first 2-4 washes. Some minor shrinking may occur.

    

Returns? Exchanges?

Custom orders are NOT returnable. 

All other items have a 30 day period (once the item reaches you) to be returned for a refund or exchanged. Customer will pay for shipping both ways. (Sorry I can't offer free shipping, I'm a very small operation!) 

*Make sure your address is correct because if it is NOT correct and is shipped to the wrong location, no refund or sending of the items again can happen.*

 

Can I get a specific design of yours tattooed?

Information can be found on the listing for "Tattoo Permission." 

This question also applies to any images on my illustration website, kjerstifaret.com

I will not do a custom tattoo design for you. Just find a tattoo artist you like to do it and then tattoo it from them!

 

Have a question that's not on this page?

Email hello@catcoven.com!

 

© Kjersti Faret, 2021. ALL RIGHTS RESERVED.

Do not use any images on this site without permission from Cat Coven, LLC.