Frequently asked questions FAQ
1 Payment
1.1 Which payment methods does Cat Tree King offer me?

We offer an enormous number of payment options. These also differ per country in order to help you as good, trusted and safe as possible. Do you have problems with payment after you have ordered? Then please contact PAY.nl.

You will find this under the section: “Customer service” – Payment methods

 

Please take note of this:

 

We, Cattreeking.co.uk are stated in the Netherlands. Which means that your creditcard company may charge you a Sterling Fee. You can avoid this by using a "multi-currency card". Although this fee is not that high (Between 1-3% of the total amount), it is something that you can avoid.

2 Orders & Returns
2.1 Ordering process

Ordering is simple and fast.

  • Log in if you have an account (useful for future orders!)
  • Choose the product (s) you wish to receive (have you taken into account the delivery time?)
  • Select "Complete order" in the shopping cart
  • Check your details: Are they still correct? Have you moved? Can we reach you?
  • Do you want to send it to the billing address or to another address such as your work or family? You make this choice after checking your address details.
  • DPD Shipping: Shipping above £35 will be sent to you free of charge within the UK & Ireland.
  • Choose your favorite payment method! From early 2020, we have the most common payment methods in our range per country. Pay directly, Paypal or later. Everything is possible!
  • Completed the order? Congratulations! We will process your order with the best care. If you have any questions, you can always contact us. You will be kept informed with email notifications about payment, shipping or developments.

 

2.2 Delivery times at Cat Tree King

We have a lot of products directly on stock in our warehouse with a few thousand scratching posts and over 10.000 spare parts.

There is also the possibility that you have ordered a product via a "pre-order", which means that it will be sent to you around the date stated on the product page. You will always receive the Track & Trace from this.

It is also possible that you have a product that comes from an external supplier, these delivery times differ from the RHRQuality products and will also be shipped around the date stated with the product.

The average delivery time of Cat Tree King within the UK & Ireland (2.7 days average last year) and EU (2.2 days average over the last year). Scandinavia and Eastern Europe can take up to 5-6 days.

 

2.3 Can I choose a day on which my order will be delivered?

No, but we can take into account a prefered day of shipping.

"Example": If you would like to receive your order after a certain date, please indicate this in the “Comments section” after placing your order before the agreement of our terms.

 

2.4 Shipping costs

For orders from Eastern Europe, United Kindom & Southern Europe, these will be indicated with the shipping method.

 

2.5 When can I be sure that my order has been shipped?

Normally (with a delivery time of 2-5 working days and an immediately completed order, read also: paid and completed immediately) you will receive an "order confirmation" in your email. Here you will find your order number to refer to if you have any questions.

When we have received the payment, you will also receive a "Receipt of payment" from us in the mail. Please also check your Spam box.

Have you not received this confirmation? Then it may be that the payment has not yet come through. A payment can take up to 3 working days for receipt depending on the payment option you have chosen. You will also receive a confirmation of when it has been reported to us as "paid".

 

2.6 Invoices?

You will always receive an invoice of your order from us via mail. If it is a business purchase, please complete the business information before placing the order. You can declare tax yourself. This also counts for Switzerland & Norway!

Cat Tree King / RHRConcepts cooperates in all legal steps / authorities that are necessary when there is official documentation for this.

 

2.7 Exchange?

Yes, this is possible within the 14-day reflection period: you can then return it (At own expense) and enclose the return form (click here: for the return form) in each box stating the product for which you want to exchange.

Return address: Cat Tree King, Van Harenstraat 6, 5145 RJ Waalwijk, The Netherlands.

The difference of the amount between the different products will then be refunded / must be transferred.

 

2.8 Return procedure

Returns are only possible if the following conditions are met:

This → return form must be filled in completely and returned within the packaging.

The goods are unused, i.e. free from stains, (smoke) odors, cat hair or damage.

The goods must be properly packed for return, preferably in the original boxes. CatTreeKing.co.uk is not liable for damage incurred during the return.

The customer is responsible for the return shipment until receipt by CatTreeKing.co.uk. The track & trace information serves as a receipt.

The goods to be returned must be sufficiently stamped. Packages that are not prepaid or underpaid will not be accepted.

In case of a refund, this will be done by CatTreeKing.co.uk within 14 days of arrival.

Sender's address:
RHRConcepts BV
Van Harenstraat 6
5145 RJ Waalwijk
The Netherlands

Always fill in the return form. And do this in every box you send back to us. You can find the return form here.

If you have any questions, our customer service will gladly assist you. CatTreeKing.co.uk can be reached 5 days a week at +31(0)416-383221.

 

3 Order is incomplete
3.1 I have not received everything

What is more common due to the pressure, growth of internet purchases & outdated shipping systems is that shipments can no longer be delivered on the same day. Which can be very frustrating for you as a customer because you have taken time off or someone especially stayed home for this.

You have received the track & trace codes from us in your email. We create this for every package that we send to you. That means that a scratching post is divided over several boxes.

So you can see how many shipment numbers you have received in the mail, how many packages have been sent to you.

4 Showroom of Cat Tree King
4.1 Where is the showroom and what do I need to know in advance?

The showroom can be found at our head office in Waalwijk (The Netherlands).

 

RHRConcepts BV
Warehouse, Office and Showroom:
Van Harenstraat 6
5145 RJ Waalwijk (NB), The Netherlands

 

Tel 0031-416-383221
E-mail: [email protected] Tree King.nl

 

Chamber of Commerce number: 16064495

VAT number: NL814830420B01

 

What is good to know in advance if you would like to visit us:

- The showroom is accessible via a fixed staircase and unfortunately we are not equipped with a lift.

- We also do not have an ATM and cannot accept bank transfers. So please bring cash. If this does not work, and you want to take a look at everything first, that's no problem. If you nevertheless make a purchase and want to take it with you immediately, we ask you to get the cash at the nearest bank, 5 minutes away from us.

5 Where does my order come from?
5.1 Where does my order come from?

Your order comes from Waalwijk, where the head office, warehouse and of course the largest scratching post showroom in Europe is located.

Our data are:

 

Warehouse, Office and Showroom:
Van Harenstraat 6
5145 RJ Waalwijk (NB), The Netherlands



Tel. 0031-416-383221
E-mail: [email protected]

 

Chamber of Commerce number: 16064495

VAT number: NL814830420B01

 

5.2 What are the business hours?

The business hours of Dierenvilla are:

 

Monday 09: 00-16: 00h Except Holidays.
Tuesday 09: 00-16: 00h Except Holidays.
Wednesday 09: 00-16: 00h Except Holidays.
Thursday 09: 00-16: 00h Except Holidays.
Friday 09: 00-16: 00h Except Holidays.
Saturday 10:00 am - 2:00 pm First and last Saturday of the month only. Except Holidays.
Closed on Sundays

6 I have a complaint / I am not satisfied.
6.1 Where can I go with my questions / complaints?

We do everything we can to serve you as quickly and effectively as possible. Despite all our efforts, you may not be satisfied with our products or service. If this is the case, we request that you notify us of your complaint as soon as possible. You will always receive a response to your complaint as soon as possible and within 14 days at the latest.

In order to be of service to you as quickly and accurately as possible, we would like to ask you to provide the following information before contacting us (by telephone or e-mail to Cat Tree [email protected]) .

- What is the complaint, and what are you not satisfied with?

- What is your order number? (With orders at Cat Tree King.nl, this always starts with CUK ..... and we need it to help you as well as possible)

- A picture says more than 1000 words, and we think so. We always ask you to send a photo of what you are not satisfied with. In order to be able to help you as quickly and correctly as possible, it is best to submit this via e-mail together with your order number.

7 Is my Private information safe?
7.1 Is my data safe?

- We do not use your data for other purposes and we do not use it for promotional purposes.
   You can register   yourself for the "newsletter".

- Information about your address, bank or your personal situation (and that happens more often) is protected by us.