Shipping policy
Delivery & Postage
At Deluxe Pet Co, we work with a curated network of British and European makers to bring you exceptional products. Each piece is handmade to order, with delivery handled directly by the maker to ensure your order arrives in perfect condition.
Delivery times and costs vary by maker and are detailed below.
Postage Costs
We offer free UK delivery on orders over £75 from all our brand partners except MiaCara (£6.99 on orders under £75). MiaCara postage is charged by item size on every order, from £6.99 to £19.99, with no free-delivery threshold at any order value. Each maker’s costs are set out in full below.
Cub & Grey (England)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order: 1-3 business days production time
Delivery via Royal Mail/DPD: 2-4 business days after dispatch
Total timeframe: 3-7 business days from order
Wirksworth Pottery (England)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order: 5-15 business days production time
Delivery via Royal Mail/DPD: 2-4 business days after dispatch
Total timeframe: 7-19 business days from order
Oonalfie (England)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order: 7 to 10 business days production time
Delivery via Royal Mail or DPD: 2 to 3 business days after dispatch
Total timeframe: 9 to 13 business days from order
Cat's Atelier (Poland)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order in Poland: 1-4 business days production time
Delivery: 3-4 business days
Total timeframe: 4-8 business days from order
MiaCara (Germany)
Postage cost calculated by item size and weight:
- Small items (bowls, accessories): £6.99
- Medium items (feeders, cushions, small beds): £8.99
- Large items (large beds, side tables): £16.99
- Bulky items (bed covers, carriers): £12.99
- Heavy items (cat towers, large furniture): £19.99
Order processing: 1-4 business days
Delivery: 5-8 business days from Germany
Total timeframe: 6-12 business days from order
Postage tier is shown on each product page. If your order includes MiaCara items from more than one tier, each tier is charged once; items in the same tier share one charge. All MiaCara parcels are carbon-offset through the DHL GoGreen scheme.
⚠️ IMPORTANT: MiaCara Import Charges
MiaCara products ship from Germany. You WILL be required to pay additional charges to Royal Mail when your parcel is delivered:
What you'll pay on delivery:
- Import VAT (20%): Charged on the product value
- Royal Mail handling fee: £8 (orders over £900 require a full customs declaration and carry a higher fee)
Example calculations:
£150 dog feeder = £30.00 VAT + £8.00 handling fee = £38.00 payable on delivery
£300 dog bed = £60.00 VAT + £8.00 handling fee = £68.00 payable on delivery
£500 cat tower = £100.00 VAT + £8.00 handling fee = £108.00 payable on delivery
Why these charges exist: The UK left the European Union in 2020. All goods imported from the EU over £135 are subject to UK import VAT and courier handling fees. These charges are set by UK customs and collected by Royal Mail on behalf of HMRC. We cannot include them in the product price as they are determined at the point of import.
💡 Tip: Factor these charges into your budget when ordering MiaCara products. The total cost is still competitive for premium designer pet furniture, but we want you to have no surprises at checkout or delivery.
Mixed-Brand Orders
If your order contains items from multiple brands, postage is calculated as follows:
- All brand partners except MiaCara: £6.99 (free over £75)
- Including MiaCara: the MiaCara items are charged by postage tier, and each tier in your order is charged once. An order with items from two tiers, for example a Small item and a Heavy item, is charged both rates (£6.99 + £19.99). Items in the same tier share one charge. This is in addition to the postage for the other makers’ items.
Items will be dispatched separately from each maker and may arrive on different days (you'll receive individual tracking numbers for each).
Delivery Timeframes by Brand
| Brand | Production Time | Delivery Time | Total | Cost |
|---|---|---|---|---|
| Cub & Grey | 1-3 days | 2-4 days | 3-7 days | Free over £75 |
| Wirksworth Pottery | 5-15 days | 2-4 days | 7-19 days |
Free over £75 |
| Oonalfie | 7-10 days | 2-3 days | 9-13 days | £6.99 (free over £75) |
| Cat's Atelier | 1-4 days, handmade to order | 3-4 days | 4-8 days | £6.99 (free over £75) |
| MiaCara | 1-4 days processing | 5-8 days (from Germany) | 6-12 days | £6.99-£19.99 + 20% import charges on delivery |
Note: All brand partners except MiaCara are handmade to order by independent craftspeople. Production times reflect the time needed to create your item with care and attention to detail.
Tracking Your Order
You'll receive tracking details via email as soon as your order is dispatched. Tracking updates vary by courier:
- UK orders: Real-time tracking via Royal Mail, DPD, or Evri
- MiaCara orders: Tracking starts with DHL (Deutsche Post) and switches to Royal Mail once the parcel reaches the UK (updates may appear 24-48 hours after dispatch)
If tracking hasn't updated within 3 business days of dispatch, contact us at support@deluxepetco.co.uk.
Multiple Parcels
If your order contains items from multiple brands, they will be dispatched separately and may arrive on different days. This ensures the fastest possible delivery for each product.
You'll receive individual tracking numbers for each parcel.
Delivery Exceptions
Delivery times may be affected by:
- Public holidays (UK and Germany)
- Seasonal peaks (December, Valentine's Day, etc.)
- Weather disruptions
- Courier capacity constraints
- Customs clearance delays (MiaCara orders)
We'll notify you directly if any significant delay affects your order.
Failed Delivery Attempts
If the courier cannot deliver your order, they'll leave a card with instructions. Most couriers will:
- Attempt redelivery the next business day
- Hold your parcel at a local depot for 7-10 days
- Return to sender if uncollected
MiaCara orders: If you miss a delivery and import charges are outstanding, you may need to contact Royal Mail directly to arrange redelivery and payment. If your order is returned to Germany uncollected, additional postage costs will apply for re-dispatch.
Unpaid import charges: If a parcel is returned to the maker because charges requested by the courier were not paid, the "Refused, Unclaimed and Customs-Unpaid Deliveries" section of our Refund Policy applies. In short, we refund the price and the standard delivery charge, and we may deduct the courier's documented charge for bringing the goods back.
International Delivery (Non-UK)
We currently deliver to UK addresses only. If you're located outside the UK and would like to order, please contact us at support@deluxepetco.co.uk to discuss options.
Questions About MiaCara Import Charges?
We understand the import VAT and handling fees can seem high. Here's why MiaCara is still worth considering despite these charges:
- A German design house: MiaCara's pieces are designed in-house or by independent European designers
- Total cost: A £300 MiaCara bed plus £68.00 import comes to £368.00. The import charge applies once, on that order, not every time you buy.
- Design investment: MiaCara furniture integrates into your home as furniture, not "pet stuff"
- No hidden surprises: We're being completely transparent about all costs upfront
If you have questions before ordering MiaCara, contact us at support@deluxepetco.co.uk or call 020 3026 5195. We're happy to help you understand the total investment and whether MiaCara is right for you.
General Questions?
If you need clarification on postage costs, delivery times, or have a specific delivery request (e.g., delivery to a business address), contact us before ordering:
Email: support@deluxepetco.co.uk
Phone: 020 3026 5195
We're here to ensure your order arrives smoothly and on time.