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 (£6.99 on orders under £75). Items from our European makers are charged at cost to reflect international postage.
Cub & Grey (England)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order: Up to 5 business days production time
Delivery via Royal Mail/DPD: 2-4 business days after dispatch
Total timeframe: 5-9 business days from order
Wirksworth Pottery (England)
FREE UK delivery on orders over £75 (otherwise £6.99)
Handmade to order: 1-3 weeks production time (typically 1-2 weeks)
Delivery via Royal Mail/DPD: 2-4 business days after dispatch
Total timeframe: 8-17 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
Delivery: 4-6 business days
Total timeframe: 6-8 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: 1-2 business days
Delivery via DHL: 5-8 business days from Germany
Total timeframe: 6-10 business days from order
Postage tier is shown on each product page. All MiaCara parcels are shipped via DHL GoGreen climate-friendly service.
⚠️ IMPORTANT: MiaCara Import Charges
MiaCara products ship from Germany. You WILL be required to pay additional charges to DHL when your parcel is delivered:
What you'll pay on delivery:
- Import VAT (20%): Charged on the product value
- DHL handling fee: £13.50 (for items over £135)
Example calculations:
£150 dog feeder = £30.00 VAT + £13.50 DHL fee = £43.50 payable on delivery
£300 dog bed = £60.00 VAT + £13.50 DHL fee = £73.50 payable on delivery
£500 cat tower = £100.00 VAT + £13.50 DHL fee = £113.50 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 DHL 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 German-engineered 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 UK brands (Cub & Grey, Wirksworth, Oonalfie, Cat’s Atelier): £6.99 (free over £75)
- Including MiaCara: Highest applicable MiaCara rate applies to the entire order
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 | Up to 5 days | 2-4 days | 5-9 days | Free over £75 |
| Wirksworth Pottery | 1-3 weeks | 2-4 days | 8-17 days |
Free over £75 |
| Oonalfie | 7-10 days | 2-3 days | 9-13 days |
Free over £75 |
| Oonalfie | 7-10 days | 2-3 days | 9-13 days | £6.99 (free over £75) |
| Cat's Atelier | Handmade to order | 4-6 days | 6-8 days | £6.99 (free over £75) |
| MiaCara | 1-2 days processing | 5-8 days (DHL from Germany) | 6-10 days | £6.99-£19.99 + 20% import charges on delivery |
Note: All UK brands (Cub & Grey, Wirksworth, Oonalfie, Cat’s Atelier) 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: International tracking via DHL GoGreen (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 DHL delivery and they've collected import charges, you may need to contact DHL directly to arrange redelivery and payment. If your order is returned to Germany uncollected, additional postage costs will apply for re-dispatch.
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:
- German engineering: MiaCara products are precision-engineered to last 20+ years (not 2-3 years like mass-market alternatives)
- Total cost comparison: A £300 MiaCara bed (+ £73.50 import) = £373.50 total. Divide by 20 years = £18.68/year vs. replacing a £50 bed every 2 years = £25/year
- 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.