FAQs

General

If you suddenly can’t see this website after trying too many times, please come back after an hour. This is just some extra security to make sure no one gets into your profile.

Please follow the Lost Your Password? link on the login screen and look for an e-mail to get back in with a new password once you fill in the form.

Alternatively, send us an e-mail directly to sales@kittenslair.com.au from the e-mail account you used for your profile and we can send you a new password to try.
Please DO NOT do this from the contact form as we cannot verify your e-mail account with some technical wizardary for your security.

Category: General

You’re in luck, we are! If you’re interested in being a promoter for Kittens Lair, please don’t hesitate to reach out to our Instagram account @kittenslair or our Facebook page via PM and we’ll contact you.

Category: General

We would love to hear from you!

Contact us and share your ideas with us. The opinions from the community help us the most to be the best we can be!

Category: General

We may be a little business but we have big ideas for the future!
Stay tuned by subscribing to our mailing list and following us on our social media pages.

You can sign up for our mailing list simply by creating a profile on our website if you haven’t already or filling in the subscription form on the home page.

Yes we do! We have a custom order page.
We offer custom coloured rope and custom designed cat ears.

Ordering

If you order an item that is currently out of stock we will e-mail you to see if you want us to cancel the order and get a refund or if you are happy to wait for new stock.

If it is an item that we can re-stock, we will inform you via e-mail and let you know approximately how long it will be to restock the item.

All refunds will happen within 3-5 business days.

Most orders are shipped within 2-5 business days, (that does not include Saturday, Sunday & Queensland holidays) depending on availability.

Rope orders may take a little longer if we have to do a custom colour due to the process that is involved to make the best product we can for you.

We are a small operation, but we will do our very best to get your items to you ASAP!

We are locally based making our products locally as much as possible and all orders are shipped from Brisbane, Queensland in Australia.

You should expect to receive an order confirmation email directly after the order has been placed.
The email contains your order number, order item description(s), item quantity(s), and shipping information.
Remember to check your email spam / junk folder if you don’t receive this email.
In the case wrong information was entered, please contact us directly ASAP.

You will receive an email when your order ships that will contain a link to where you can track your package.

If you have setup a profile when you placed your order, the information will also be stored there under My Orders.

Yes we do! We have a custom order page.
We offer custom coloured rope and custom designed cat ears.

Payments / Billing

Due to health safety, we cannot accept returns or exchanges for any products which have been used, worn or otherwise damaged after receipt except where the product is incorrect, faulty or damaged during delivery. If the product supplied is not as per your order or has been damaged or proven to be faulty (not from general wear and tear or incorrect use), we will happily exchange or refund after the product has been returned to us. Please contact us if you need to do this and we will make arrangements as soon as possible.

All prices are displayed and charged in Australian dollars however all currency is accepted as the amount will be converted to your selected payment method in your native currency by the banks at the current exchange rate.

We accept many forms of payment: Visa, MasterCard, American Express and bank deposit.
We also accept ApplePay, AndroidPay, Afterpay and ZipPay.
We will also accept payment in Cash only at markets and events we might be selling at.

Processing / Delivery

If you order an item that is currently out of stock we will e-mail you to see if you want us to cancel the order and get a refund or if you are happy to wait for new stock.

If it is an item that we can re-stock, we will inform you via e-mail and let you know approximately how long it will be to restock the item.

All refunds will happen within 3-5 business days.

Most orders are shipped within 2-5 business days, (that does not include Saturday, Sunday & Queensland holidays) depending on availability.

Rope orders may take a little longer if we have to do a custom colour due to the process that is involved to make the best product we can for you.

We are a small operation, but we will do our very best to get your items to you ASAP!

We are locally based making our products locally as much as possible and all orders are shipped from Brisbane, Queensland in Australia.

You should expect to receive an order confirmation email directly after the order has been placed.
The email contains your order number, order item description(s), item quantity(s), and shipping information.
Remember to check your email spam / junk folder if you don’t receive this email.
In the case wrong information was entered, please contact us directly ASAP.

You will receive an email when your order ships that will contain a link to where you can track your package.

If you have setup a profile when you placed your order, the information will also be stored there under My Orders.

Yes, all of our packages are sent in discreet packaging. With no indications to the contents of the package. Our products will be delivered in brown cardboard boxes or white padded parcel envelopes. Packaged items can’t be seen without opening the said parcel.

We currently do not ship overseas but we plan to expand our store to overseas purchasing in the future.

Returns / Refunds

If you order an item that is currently out of stock we will e-mail you to see if you want us to cancel the order and get a refund or if you are happy to wait for new stock.

If it is an item that we can re-stock, we will inform you via e-mail and let you know approximately how long it will be to restock the item.

All refunds will happen within 3-5 business days.

Due to health safety, we cannot accept returns or exchanges for any products which have been used, worn or otherwise damaged after receipt except where the product is incorrect, faulty or damaged during delivery. If the product supplied is not as per your order or has been damaged or proven to be faulty (not from general wear and tear or incorrect use), we will happily exchange or refund after the product has been returned to us. Please contact us if you need to do this and we will make arrangements as soon as possible.

Sizing / Custom Orders

We may be a little business but we have big ideas for the future!
Stay tuned by subscribing to our mailing list and following us on our social media pages.

You can sign up for our mailing list simply by creating a profile on our website if you haven’t already or filling in the subscription form on the home page.

Yes we do! We have a custom order page.
We offer custom coloured rope and custom designed cat ears.

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