Frequently Asked Questions

Below are the answers to some things we often get asked. If you’d like more info or for anything else please drop us a line at hello@haymadecats.com.

Ordering & Payment

What if a product is temporarily of stock?

Products are subject to availability. If a product is temporarily out of stock please email hello@haymadecats.com and we’ll notify you as soon as it’s back online. Alternatively, keep checking the website. You can also keep up to date with HAY‘s latest products by joining our mailing list here.

What forms of payment do you accept and is your site secure and safe?

HAY accepts Visa, Mastercard, and Apply Pay. More ways to pay coming soon. HAY uses Stripe to process payments. This secure merchant is independent and will never disclose your payment details to us. All prices are stated in United States Dollars.

Can I use a discount code?

HAY offers special promotions and discounts. To apply a discount, add the desired items to your ‘Shopping Cart’ and proceed to ‘Checkout.’ On the order summary page, you’ll find the ‘Gift card or discount code’ box on the right-hand side. Enter your code there to apply the discount. Please note that our promotions have limited availability and may have restrictions. Discount codes cannot be used on limited editions, bundles, sale items, or already discounted items. Only one code can be redeemed at a time. Stay updated on our latest offers through our website, newsletter, and social media. If you have any questions about our promotions, reach out to us at hello@haymadecats.

Shipping & Returns

Can I choose a different delivery address to my billing address?

Yes. At checkout, you can choose to add a different delivery address. We will email you an invoice and include a dispatch note with your parcel.

How much is postage and how long will it take to deliver my order?

HAY aims to deliver to all 48 states within 3-5 working days. Please note that larger items like prints and mugs may not fit through a standard letterbox. In exceptional circumstances such as severe weather or busy periods like Christmas, delivery times may be longer. If you haven’t received your delivery within 7 working days, please contact us at hello@haymadecats.com.

Do you ship to Europe?

At the moment, we are not shipping to the EU as we are focusing on refining our processes. Once shipping fees become more reasonable, we look forward to welcoming our EU customers and establishing retailers to offer our items

What’s your returns policy?

We hope you love your HAY purchase. If you’re not entirely happy, please notify us by emailing hello@haymadecats.com You have 30 working days from the day you received your order to return unwanted items for a refund or exchange. Please ensure the products, including their original packaging, are returned ‘as new’ and in a saleable condition. For full terms and conditions, visit Terms of Service.

I have received damaged goods, what shall I do?

Every HAY order is thoroughly checked before it’s posted but if, in the unlikely instance, you do receive faulty products please contact HAY hello@haymadecats.com within 48 hours of taking receipt of your delivery letting us know whether you would like an exchange or a refund. For full terms and conditions please go to Terms of Service.

Other

How can I contact you?

The quickest way to reach us is to send an email to hello@haymadecats.com any time any day – we’ll respond to you as soon as we can.

I’m a retailer interested in stocking HAY products – how do I find out more?

That’s great! For wholesale inquiries, please email Glen at hello@haymadecats.com. You can soon also find Cat on Etsy.com, an exciting wholesale platform that ships worldwide. Etsy offers payment terms and free returns on your first order. We’re happy to be a part of this platform.

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