FAQ

Shipping Policy

All Cheshire & Wain orders are sent from the United Kingdom Please be aware that international shipping may be subject to processing delays that are out of our control. A tracking number will be sent to you once your order has been dispatched so that you can check the status of your order. Please allow up to 30 days for receipt of goods sent with Royal Mail and 10 days for goods sent with DHL. It is the responsibility of the buyer to resolve any import taxes or other charges arising from a purchase. 

We will process your order within 5 working days. You can choose for your order to be sent with Royal Mail Tracked 24hrs or Tracked 48hrs. If you need your order sooner, please choose DHL Express Courier which will rush the processing time to 3 working days and your parcel will be sent next day delivery.

Our tag engraving and collar personalisation service take up to 10 days as each item is made specially to order. If you need your order sooner, please choose DHL Express Courier which will rush the processing time to 5 working days and your parcel will be sent next day delivery.

UK Orders

Standard Service (Royal Mail Tracked 48hrs) £3.99

Express Service (Royal Mail Tracked 24hrs) £6.99 

DHL Express Courier (1-2 days) £12 

International Orders

Royal Mail Tracked & Signed For - £10

Royal Mail Tracked - £12

DHL Express Courier - £28

Yes Cheshire & Wain ships worldwide with Royal Mail or DHL Courier. You will be given the shipping options available to your destination country at checkout.

Royal Mail Tracked & Signed For - £10
Royal Mail Tracked - £12

Royal Mail generally takes up to 15 working days to arrive. All international orders are sent using a tracked service except for the following destinations where a trackable service with Royal Mail is not available (Peru, Philippines, Bahrain, Barbados, Brunei Darussalam, Colombia, South Africa) If you live in any of these destinations, we strongly advise choosing DHL express postage.

DHL Express Courier - from £28
Takes up to 5 working days to arrive.

Returns and Exchanges

All Cheshire & Wain products are carefully made in small batches to ensure strict quality control. However, if you are not 100% satisfied with your purchase please contact us within 14 days of receipt of your order to arrange an exchange or return.

If your item is damaged in transit or you feel it has a fault - please contact us within 48 hours of receipt of your order to arrange a return.

Please note: Items must be returned (at your own cost) unused, in a saleable condition and with the original packaging that you received them in. Please use a ‘signed for’ delivery method and obtain proof of postage. Please use a service that can be tracked if returning items from outside the UK.

Any personalised/customised items are exempt from this returns policy* and are strictly non-returnable and non-refundable.

*e.g engraved ID tags, personalised collars and bespoke or made to order collars

Unfortunately we are unable to replace or refund collars which have been damaged by your cat. If you have a cat that is not used to wearing collars and you are worried about how they will get on - please contact us and we will be happy to advise on how to ease your cat into wearing a collar. It is your responsibility to select the correct size. If there is too much overhang please exchange the collar for a smaller size. 

No. It is very important that you do not allow spot on flea treatments to touch the leather. The chemicals will react with the dyes causing discolouration that cannot be reversed. Especially on the Gold Caspian collar which has a foiled coating. WE WILL NOT ACCEPT RETURNS OR EXCHANGES ON COLLARS THAT HAVE BEEN DAMAGED BY A FLEA TREATMENT.

SIZING

Sizing

Our Luxury Cat collars come in 3 sizes:

Petite (17cm-22cm) for kittens and small breeds (such as Burmese, Siamese, Abyssinian, Cornish & Devon Rex, Singapura etc.) and young or fully grown cats with slim necks.* 

Standard (21cm-25cm) for adult cats of average size usually weighing over 4kg

Large (17cm-22cm) for curvaceous kitties that are fully grown and usually over 4 years old and weighing over 6.5kg - such as Maine Coon, British Blue, Ragdoll, Savannah Cats etc.

If you are unsure about what size to choose for your cat please do not hesitate to get in touch for advice or check our fitting and measuring guides. Please also contact us if you require a custom size and we will advise on wait time and price. 

*If your cat's neck is under 21cms circumference and fully grown we advise you select the Petite size. 

We also make bespoke collars if you want your cat to have a one-off piece and/or if you would like a colour which is not in the current range of luxury cat collars we make. Please get in touch if you would like to discuss a bespoke, made-to-order collar for your cat and see our blog post about past commissions and information on pricing. 

The leather strap on all our collars is approximately 11.5mm wide.

It is not recommended for very young kittens to wear collars. Cats weighing less than 2.5kgs will not be heavy enough for the collar to break open under their weight if they become caught. If you want to get your kitten to get used to wearing a collar we suggest you purchase the Petite size and supervise your kitten whilst they are wearing their collar until they weigh over 2.5kg and can wear their collar unattended. 

We advise waiting until your cat is at least 14 weeks old before fitting a collar.

*Please Note: Collars are not suitable for young kittens or cats than weigh less that 2.5kgs. 

Safety

We use a high quality breakaway safety catch on all our luxury cat collars. The catch is designed to withstand a medium amount of pressure and is therefore unlikely to break open unless the collar is caught and the weight of you cat is bearing down on it. Please refer to our fitting guide to make sure you fit your cat's collar properly. The collar must be a snug fit to avoid unnecessary loss. If the collar is too loose then the cat may be able to slip it over their head or remove it with their paw. 

It is not recommended for young kittens to wear collars. Cats weighing less than 2.5kgs will not be heavy enough for the collar to break open under their weight if they become caught. 

Sorry to hear your cat has lost their collar. Luckily - this happens rarely due to the high quality safety clips we use on all our breakaway cat collars. If you wish to replace the collar with exactly the same design please get in touch with your name and past order number(s) and we will advise on what can be done by way of a loyalty discount for a new replacement collar. If you cat has lost their collar but you do not wish to replace it, we regret we cannot offer any refunds or replacements. 

Manufacturing & Materials

Cheshire & Wain luxury cat collars, catnip toys, ceramics and sheepskin rugs are made in England. Our organic catnip, skull charms and cat names book are imported from the USA. Our caviar catnip toy, gem charms and ID tags are made in China and the tags are engraved in the UK.

Our leather cat collars are made from vegetable tanned leather, produced in Italy without the use of harsh chemicals. The leather comes from cows from Sweden, Denmark and Belgium – countries known for their high ethical farming standards where all leather is a by-product of the meat industry. The suede linings on our Special Edition collars are made using suedes that has been carefully selected and processed in the UK to a luxury standard. 

Our gift boxes are made ethically within the western world from 100% recycled boxboard. They have a partially recycled kraft paper covering from FSC forests.

The catnip we use in our toys is Organic and certified by the Soil Association.

Shopping Online

At present it is possible to check out in GBP, USD, EUR, CAD and AUD. Simply select your currency of choice from the dropdown menu at the top right-hand corner of our website.

Problems with processing payment is usually down to your bank or credit card's security and fraud prevention measures. Please contact us if you are having issues and we will be able to tell you why the payment has been declined. You can also contact your bank to confirm that you are trying to make an online payment to a UK based online shop. Please ensure your billing address is correct and exactly as it appears on your statements. If you are still experiencing problems, please try checking out with Paypal. 

Some credit card companies and banks will charge a fee for online international payments. Please check your terms and conditions before placing an order to find out if you will be charged.  It is your responsibility to cover any fees and charges that arise from a purchase. 

I.D. Tags

Please ensure the spelling and information you provide for your tag is correct before purchase. If you notice a mistake, please email us straight away.

We send your collar and I.D tag together in one shipment. Please allow up to an additional 10 working days for us to complete your order. If you need your order quickly, please contact us before ordering or select and express shipping option.

There is room on our tags for 2 short lines of text. We recommend you put your cat's name or your postcode and a contact telephone number. The Disc tags are engraved on one side. The gold-plated fish tags are engraved on both sides. Please remember, the more characters you specify, the smaller the font so try to keep engraving as brief as possible.

General wear and tear should be expected and we are unable to replace a tag that has been worn. However if your tag sustains very deep scratches that compromise the legibility of the engraving please get in touch and we will do what we can to help with a replacement tag.