Here you'll find answers to frequently asked questions about orders, delivery, products, and returns. Clearly explained and carefully compiled, so you can quickly get started and choose your cat with peace of mind.
Since 2025, Kattenhoek.com has been managed by the Belgian company YTS Commerce. Previously, Kattenhoek was part of Hondenhoek.com, which, with years of experience in the dog industry, decided to expand to cats. With the acquisition in 2025, YTS Commerce will continue this experience and focus on further quality improvements and product range expansion in 2026.
You can easily fill out our contact form 7 days a week. Our customer service team is available Tuesday through Saturday between 10:00 AM and 7:00 PM. We usually respond within 48 hours.
Our customer service is closed on all public holidays in Belgium.
In 2026 we are closed on the following days:
During these closing days, our customer service will be unavailable and orders or requests will not be processed. You can, of course, always contact us by email outside these hours; your message will be responded to as quickly as possible on the next business day.
We thank you for your understanding and trust.
Feel free to contact us using the contact form. Please state your question as clearly as possible and, if possible, include the product name so we can help you quickly and efficiently. We're happy to help you make the right choice for your cat with confidence.
We process your data in accordance with applicable GDPR legislation. This means we only use your personal data to correctly process your order or inquiry and never share it with third parties without your consent, unless this is necessary for the performance of our services. You always have the right to access, modify, or delete your data. More information can be found in our privacy policy.
Select the product you want, select any options, and click "Add to cart." Then, securely complete your order through checkout. After payment, you'll automatically receive an email confirmation.
Once your payment is complete, you'll receive a confirmation email with your order number and a summary of your purchase. Didn't receive an email? Check your spam folder or contact us.
For personalized products, you can enter the requested information in your shopping cart under "Special Instructions." Please check your spelling carefully, as we will copy the information you provide exactly.
After you order, you'll receive an order confirmation. Respond to this email with the photo of your choice. Keep in mind that the photo must be of good quality. Photos that are too small or of poor quality will result in a lower-quality final product.
Items in your shopping cart are not automatically reserved. If an item sells out or the price changes before you order, the current stock and price at checkout will apply.
Please contact us as soon as possible via the contact form. If your order hasn't yet been processed or shipped, we'll be happy to see what we can do. Unfortunately, changes can't always be implemented after processing.
At Kattenhoek, you can pay securely via Shopify Payments. We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Bancontact (Belgium), iDEAL (Netherlands), and Klarna, among others. This makes it easy to choose the payment method that's most comfortable for you.
Yes. All payments are processed via secure and encrypted connections (SSL) and are processed by Shopify Payments. Your payment information is not stored on our servers and remains fully protected according to current security standards.
We currently only ship within Belgium and the Netherlands. Do you live in a different country? Contact us to discuss the options.
Our standard shipping costs for all products, excluding cat food, are €2.95 per order. Orders over €25.00 are shipped free, regardless of whether the order contains pre-orders or backorders.
Our cat food is divided into standard and express shipments. Standard shipments are subject to a €5.95 shipping fee and are free for orders over 10kg. Express shipments are subject to a €9.95 shipping fee up to 10kg and €3.95 for orders over 10kg.
Since 2026, we have only worked with transport companies that have committed to making at least 65% of their deliveries fully electric or carbon-neutral by 2030. This may mean longer delivery times than usual, but it reduces our impact on global pollution.
For shipments excluding cat food, the average shipping time is 3-5 business days, with the exception of personalized products. These have a longer production time and are delivered within an average of 5-9 business days.
Cat food shipments are typically delivered within 2-4 business days (standard shipping) or 1-2 business days (express shipping).
Please note that these are averages and estimates. Actual transmission times may vary due to external circumstances. Unfortunately, we have no influence on this.
Yes, you can return it within 14 days of receipt, provided the product is unopened and unused. Always register your return first by email or our contact form. We'll then provide you with further instructions. Always use the original packaging.
Please note: If the outer packaging or box shows visible damage upon delivery, please take clear photos immediately, do not open the package any further, and contact us immediately.
Personalized products cannot be returned because they are custom-made for you. We will only provide a suitable solution or exchange in the event of manufacturing defects or malfunctions.
Cat food cannot be returned for hygiene and food safety reasons. We will, of course, only seek a suitable solution if a defective or incorrect product is delivered.
Return shipping costs are at your own expense. We recommend using a shipping method with tracking. If desired, we can provide a return label; the cost will be deducted from the refund.
Refunds are always processed via the original payment method. For security reasons, we cannot deviate from this.
Didn't we answer your question? Don't worry, our team is here to help. Contact us via our online contact form and we'll get back to you as soon as possible.
Did you know?
Since 2025, Kattenhoek has been working with European transport partners who are actively committed to more sustainable deliveries. Our goal is to have at least 75% of our parcels sorted and delivered in an environmentally responsible manner by 2030. This way, we reduce our footprint without significantly compromising speed or reliability.
