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Customer Service

Welcome to our website. Our aim is to make your online shopping experience as easy and enjoyable as possible.  If you are unsure about anything feel free to contact us by telephone or email. Our contact details can be found on the Contact Us page.

  1. Orders & Payments
  2. Placing an Order
  3. Returns & Replacements
  4. Privacy & Security
  5. Email Mailing List & Newsletter Subscription
  6. Competitions and Prizes
  7. Viewing Orders
  8. Updating Account Information
1. Orders & Payments

1a. Online Ordering

Secure Online Ordering with Mad About Cats is safe and secure. Our policies, procedures, and technical systems that store, process and/or transmit cardholder data are validated PCI compliant by TRUSTWAVE, who are the industry leader in PCI compliance.  

Our site has a COMODO verified SSL certificate which allows webpages to be loaded in a secure, encrypted environment. You can tell that a webpage is being displayed in a secure environment when the Green Padlock appears in address bar. This means the page content is encrypted by the server before it is displayed on-screen, so that it cannot be read by third parties.

All online credit card, debit card and PayPal information is collected via a SAGEPAY Payment Gateway. Mad About Cats does not see any card payment information.  SAGEPAY provide the latest payment processing technology to ensure your online payments are fast, secure and reliable. No money will be debited from your credit/debit card until just prior to despatch, with the exception of backorders that have been agreed with the customer. Please note that all goods offered are subject to availability.

We can accept the following payment methods:

1b. Telephone Orders 

If for any reason you prefer to place an order over the telephone - simply call us on 01942 7177667 during office hours.

1c. Ordering by post

You may pay by sending us a postal order, or a personal cheque made payable to Mad About Cats.  

Send your payment and order details to:

Mad About Cats, Bold Business Centre
Bold Lane, Sutton
St Helens, WA9 4TX, UK.

Please note orders paid for by postal orders will only be processed when the postal order has been received. Orders paid for by cheque will be delayed further because they will only be processed once the cheque has been deposited and funds have cleared. This will considerably delay your order and therefore cheques and postal orders should not be used if you require your order quickly.  Please note that over the busy Christmas period orders by post must be received at the latest by 1st December and please be aware that by the time you order is received stock availability may have changed.  A telephone number must be included so that we can contact you.  

2. Placing an Order

On the Mad About Cats website you have the option to place an order as a Registered Customer or a Guest.

You are a Registered Customer when you have created an account with our store which allows you to be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and much more. Please note we do not store any payment data.  If you do not wish to register you will be know as a Guest and will need to re-enter your details every you place an order. 

Browse our website and click on any items you are interested in.  If you wish to buy that particular item simply click on the Add to Basket button.  You will then be given the option to either continue shopping, to view your basket or proceed to checkout.

When you proceed to checkout you will be asked details to complete the order process. When the order is successful a confirmation page will appear with your order number and also a confirmation email will be sent to your specified email address.

2a. Incorrect Information 

If after placing your order you discover you have entered some details incorrectly please inform us immediately by email or telephone.  If your order has not been processed then we can attempt to resolve the problem.  If your order has been despatched you will be responsible for the cost of returning the order and redelivery.   

3. Returns and Replacements

Mad About Cats is confident that you will be pleased with your purchases. However if you feel the need to return a product, the following Returns Policy outlines the procedure which must be followed. If you do not understand this policy please email our Customer Service team at , or telephone on 01942 717667. They will be happy to assist.

The following policy does not affect you statutory rights.

  • If for any reason you are not happy with your purchase, an order can be cancelled at any time from the moment the order is placed.
  • The cancellation rights end 14 working days after the day on which you receive the goods.
  • Notification of cancellation must be sent by email to and be received by us within this period.
  • We will then adivise you how to return the item and a replacement or refund offered.
  • Orders cancelled prior to despatch will simply be deleted from our system and an email confirming the cancellation will be sent to you. If money has been taken it will be refunded.
  • For orders cancelled after despatch, we will refund the cost of any item, if you are not happy with it for any reason providing we are contacted by email ( ) within 14 working days of receipt. The item must be returned to us at your own expense, in resaleable condition with the original packaging, within 14 working days of the notification of cancellation. A proof of posting must be obtained when posting the item back to us. 
  • Refunds will be provided within 14 days after proof of return.

We are sorry but the following items cannot be exchanged and refunded: CDs, DVDs or software if you've broken the seal on the wrapping. Earrings for hygiene reasons.

Returning faulty or damaged goods - we endeavour to carefully inspect all items before they are shipped. However, if any merchandise is defective, damaged or missing upon receipt, please contact us by telephone or email within 14 working days after your package arrives. After being contacted we will advise you of how to proceed. We will then readily exchange, or refund the price of the item once it is returned to us.  

4. Privacy & Security

Mad About Cats is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy policy.  This policy may be subject to change from time to time, please check the current policy by updating this page.

The information that you provide helps us to improve your shopping experience. We use the information to deal with orders, despatch products, improve delivery efficiency, process payments, communicate with you about orders and highlight promotional offers including new products and discounts. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.  If you wish to unsubscribe from receiving these emails you may do so at any time.  Rest assured that no information provided to us will passed onto third party companies for marketing purposes. We will not sell, distribute or lease your personal information to third parties.

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we may collect see the "List of cookies we collect" section.  

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for our own market research purposes.
  • We may contact you by email, phone or mail.
  • We may use the information to customise the website according to your interests.

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

4a. How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive to collect information about how you browse our website. Once you agree, the file is added and the cookie helps user login, registration and analyse web traffic. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

You can control cookies through your web browser settings, allowing you to decide if you want to access sites that use cookies

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. However, this may prevent you from taking full advantage of all the website's features.

4b. Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website(s) in question.

4c. List of cookies we collect

The table below lists the cookies we may collect and what information they store.
COOKIE Description
The association with your shopping cart.
Stores the category info on the page that allows you to display pages more quickly.
The items that you have in the Compare Products list.
Your preferred currency
An encrypted version of your customer id with the store.
An indicator if you are currently logged into the store.
An encrypted version of the customer group you belong to.
Stores the Customer Segment ID
A flag, which indicates whether caching is disabled or not.
You session ID on the server.
Allows guests to edit their orders.
The last category you visited.
The most recent product you have viewed.
Indicates whether a new message has been received.
Indicates whether it is allowed to use cache.
A link to information about your cart and viewing history if you have asked the site.
The ID of any polls you have recently voted in.
Information on what polls you have voted on.
The items that you have recently compared.
Information on products you have emailed to friends.
The store view or language you have selected.
Indicates whether a customer allowed to use cookies.
The products that you have recently viewed.
An encrypted list of products added to your Wishlist.
The number of items in your Wishlist.

5. Email Mailing List & Newsletter Subscription 

Mad About Cats sends out a regular email newsletter.  The newsletter contains lots of information about:

  • New products
  • Sale items
  • Discount coupons
  • Special offers
  • General news 
  • and lots of other cat related items

If you wish to subscribe to our email mailing list you can do so by putting your email address in the sign in box on our home page, ticking the subscription box in the checkout or by registering via the My Account page.  Please note your email address will not be passed onto any 3rd parties.

Customers can unsubscribe from our email mailing list at any time by:

  • clicking the unsubscribe link, which is included on every email sent.
  • signing into the My Account area and un-ticking the Newsletter Subscription box.

If you are have any problems please send an email to

6. Competitions and Prizes

To participate in any of our competitions you must be registered on our email mailing list at the time of the competition or prize draw.

Mad About Cats will endeavour to carry out prize and competition draws on the specified date, but delays may occur due to business priorities.

Competition prizes will be despatched within approximately 30 days of the winner being announced on the website.  

Mad About Cats decisions are final in all matters relating to competitions and prizes.

7. Viewing Orders

If you are a Registered Customer you will be able to login to your "My Account" using your registered email address and password to see the status of your order.  

8. Updating Account Information

If you are a Registered Customer you will be able to login to your "My Account" using your registered email address and password and update your account information this includes: Account information, My orders, My Wishlist, Newsletter subscription etc.