FAQ

How to contact us?

How do we contact you?

We hope you can find the answer to your question in our FAQs, but if you need a little help, please drop us an email via our contact us page or via hello@moggyandmutt.co.uk.

Customer satisfaction is extremely important to us.
We endeavour to respond to all enquiries as quickly as possible (24-72 hours).

Please send ONLY ONE message at a time*

*Similarly, please use only ONE method of contact, as contacting multiple channels for the same query can delay response times for you and other customers.

Please ensure you provide as much information as possible, such as your order number (found on confirmation emails), email address, photos, etc.
This will allow us to help you as quickly as possible.

Does Moggy&Mutt have a physical store where I can buy your products?

No, Moggy&Mutt is an online-only store.
We do not have a physical shop.

All our transactions and product inquiries are handled directly on our website.
This allows us to offer a wide range of products and update them regularly.

If you have any questions about our products or need further information, please do not hesitate to contact us via our online form or customer service.

Delivery information

What are your shipping times for your products?

We take 1-2 business days to process your order, then approximately 6 to 15 business days to deliver it to you. Orders for personalized products may occasionally take an additional 2-3 days to design your order.

For any questions, our customer service is at your disposal. 😊

If your order does not reach you within the time indicated above, please contact us directly at the following address: hello@moggyandmutt.co.uk

For any questions or concerns, please do not hesitate to contact us. We are dedicated to providing you with the best possible service.

Thank you for your trust and continued support.

Do you ship worldwide?

Yes, absolutely. We ship worldwide.

Where do we ship your product from?

Our offices are located in London, England. Our international warehouse, however, is located in China.

Do you provide product tracking information?

Yes, you will receive it in the order confirmation email once your order has been processed.

To track your parcel, please go to the following page "Track My Parcel" and enter your tracking number or email address to check the status of your order.

For any further questions on this subject, please contact us at the following email address: hello@moggyandmutt.co.uk. 

Why are some products available for pre-order?

At our company, some products may be temporarily available for pre-order when demand exceeds initially planned volumes.

This happens particularly when our products achieve significant success or become highly sought after during a given period.

Rather than rushing production, we choose to preserve the quality, materials, and comfort that make our products stand out.

Pre-ordering then allows you to:

  • secure your purchase,
  • reserve your product in advance,
  • benefit from priority access to the next available production run.

Once production is complete, pre-orders are prepared and shipped first, in order of validation.


This is a simple and transparent solution to continue offering our products to as many people as possible, without compromising on quality.

I still haven't received my order. What's taking so long?

We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or would like to inquire about it, please contact us by email at: hello@moggyandmutt.co.uk.

Do I have to pay customs or import fees?

Moggy&Mutt cannot be held responsible for any customs fees applied in your country.

We recommend that you check your local import taxes if you believe you may incur additional charges.

My order is marked as delivered but not received?

If your parcel has been marked as delivered but you have not received it, please check with your neighbours first.


If three working days have passed since your parcel was marked as delivered and you have not received your order, please contact us at hello@moggyandmutt.co.uk

Exchanges & Returns

What is your return and refund policy?

Exchanges & Returns: You have 14 days after receiving your order to request an exchange.

  1. Contact our customer service.
  2. Send your package to the indicated address.
  3. Once received (in original packaging and unused), we will refund your purchase.

Before taking any action:

How do I request an exchange/return?

1. Consult our policy: Before taking any action, please refer to our "Return and Refund Policy" to check the eligibility of your products.

  • Where to find it? In the menu at the very bottom of the site.

2. Contact us: After verification, our customer support team is here to guide you step by step through the process.

We are here to help you!

How can I cancel or modify an order?

  • 12 hours to act: After placing your order, you have 12 hours to modify or cancel it.
  • Exceeded this deadline? This means the order is already being processed and no modifications will be possible.

Specific cases:

  1. If you wish to add an item or change the delivery address after 12 hours, you will need to place a new order.
  2. Attention! Orders lost due to an address error or an incorrect size/color of clothing will not be refunded or canceled after these 12 hours.

I received a damaged or defective item. What can I do?

We are sorry to hear that. Simply send us an image or video of the damaged item in question to the email address: hello@moggyandmutt.co.uk and we will send you a similar replacement item as quickly as possible.

Simply follow these steps:

Take a photo of the defective product.

  1. Contact our customer support team and attach the photos.
  2. If the defect is confirmed, there is no need to return the defective product.
  3. We will send you a new product in perfect condition.

Some items are missing from my order, what's going on?

Your order may be shipped in separate packages. For example, if your order contains items from two different warehouses, there will be two deliveries. The rest of the order will arrive shortly. For any questions, please contact us at: hello@moggyandmutt.co.uk.

Order

How to place an order on Moggy&Mutt?

  1. Find your product: Go to your favorite item.
  2. Choice: Select the desired color and size (if necessary).
  3. Quantity: Ensure the quantity ordered is correct.
  4. Add to cart: Click on "Add to cart".
  5. Cart review: Review the items. Ready? Click on "Checkout".
  6. Information: On the page, fill in the required details (contact, shipping address, phone number).
  7. Promo code: If you have a code, enter it in the dedicated section, and click on "Validate".
  8. Verification: Take one last look! Make sure everything is correct: product, quantity, color, size.
  9. Shipping method: Choose the delivery type that suits you, then click on "Continue".
  10. Payment information: Enter your payment details, then select your billing address.
  11. Finalize: Click on "Confirm order".
  12. Order confirmed: A confirmation email will be sent to you. Please check your inbox, as well as your junk or spam folder, to ensure you receive all the necessary information regarding your order.

🤔 Questions? Don't hesitate to contact us.

We are here for you!

Where can I find my order number?

1. The order number is generated automatically as soon as you finalize your purchase. It is a unique identifier consisting of at least 4 digits. (e.g.: #3210)

2. Where to find it?

  • Check the order confirmation email we sent you.
  • Don't forget to also check your email's "Spam" or "Junk" folders.

3. If, despite this, you still cannot find it, it is possible that an error was made when entering your email address during the finalization of the purchase.

📩 In this case, do not hesitate to contact our customer service. We are here to help you and provide all the necessary information related to your order.

I can't find my confirmation email. What should I do?

1. First, make sure to check your "Junk Mail" or "Spam" folder. Sometimes automatic emails are directed there.

2. If, after checking, you still haven't found the email and it has been 15 to 20 minutes since your purchase was finalized, please do not hesitate to contact us.

📩 Send us a message at hello@moggyandmutt.co.uk. Our team is ready to help you and, if necessary, will resend the confirmation email.

The item I want is out of stock. What should I do?

If the item you wish to order is not currently available, don't panic! Here's what you can do:

1. Despite our efforts to maintain sufficient stock, some items may be temporarily out of stock.

2. If you would like to know the date an item will be back in stock, please do not hesitate to contact us by email at hello@moggyandmutt.co.uk.

3. Our support team will be happy to inform you of the expected date for our next delivery.

Your satisfaction is our priority, and we will do everything we can to help you.