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Frequently Asked Questions

At Kattenhoek, we strive to make your shopping experience as pleasant as possible. Below you'll find an overview of frequently asked questions. Don't see your question listed? Feel free to contact us via our contact form .

📦 Ordering & Shipping

What is the delivery time of my order?

We ship your order within 1 to 3 business days. Once your package is on its way, you'll receive an email with tracking information. The actual shipping time depends on your shipping location.
How do I know if my order was successful?

After completing your order, you'll receive a confirmation email. Didn't receive an email? Check your spam folder or contact our customer service.
What are the shipping costs?

For Belgium and the Netherlands, standard shipping costs are €2.95. Orders of €25 or more are free. A separate surcharge based on weight applies to cat food: €0.95 for orders between 1 and 10 kg and €1.95 for orders over 10 kg. You can also choose express shipping: €4.95 for orders up to 10 kg and €6.95 for orders over 10 kg. Express shipping is only available on weekdays before 11:00 AM and is delivered within 1 to 2 business days. Standard delivery takes 2 to 4 business days.
Can I change my order after I have paid?

That depends on the status of your order. Please contact us as soon as possible, and we'll see what we can do.
Do you also ship abroad?

We currently only ship to the Netherlands and Belgium. Do you live in a different country? Please contact us for shipping options and conditions.

💳 Payment & Security

What payment methods do you accept?

You can pay securely via Bancontact, iDEAL, PayPal, Visa, Mastercard, and Apple Pay. All our payments are processed via a secure SSL connection.
Is paying on Kattenhoek.com safe?

Yes. We use certified payment providers and encrypt all payment transactions via SSL.
Will I receive an invoice for my order?

No, this option isn't currently automatically available. Do you need an invoice (for example, for a business purchase)? Contact us and we'll send you the invoice within 4 business days.
Can I pay later?

We don't currently offer a post-payment option. We're working on making this possible soon.

🔄 Returns & Complaints

Can I return a product?

Yes, you have the right to return your order within 14 days of receipt. Items must be unused and in their original condition. Exceptions may apply.
How does the return process work?

Send an email to info@kattenhoek.com with your order number. You will then receive instructions and a return address.
Do I have to pay the return costs myself?

Yes, you will be responsible for paying for your return shipping costs, unless the product was damaged or incorrectly delivered.
What if my order arrived damaged or incomplete?

Please contact us within 48 hours of receipt. We will, of course, resolve this for you appropriately.

🐾 Products & Stock

Are your products suitable for cats with allergies?

Yes. In our collections, you'll find specially selected products for cats with sensitive skin or food intolerances.
Are your toys safe for all ages of cats?

Absolutely. Our toy selection has been tested for safety and is suitable for both kittens and adult cats. Always check the product description.
How do I know if a product is in stock?

The product page clearly displays the inventory status. If an item is temporarily unavailable, you can sign up for a notification.
Do you also sell gifts for cat lovers?

Yes! In the Lifestyle & Gifts category, you'll find original gifts for every cat lover.