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FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
🏭Production Time:
All items are made to order. Production typically takes 1–3 business days before dispatch (and may take longer during peak periods).
🚚Delivery (est.):
Standard delivery estimates (including production) are typically: 5–14 business days (AU / UK / US) and 7–14 business days (NZ). Delivery timeframes are estimates only and not guaranteed. Delays can occur due to carriers, customs processing, weather, or seasonal demand.
🎨Product Variation: Small variations in colour, print placement, and sizing are normal in print-on-demand and are not defects. If an item arrives misprinted, materially different from what you ordered, or damaged, we’ll assist in line with our Returns Policy and applicable consumer law.
🔍Tracking: You’ll receive a tracking number by email once your order ships. Tracking can take 24–72 hours to update after dispatch.
📦Delivery Issues
If tracking shows delivered but you cannot locate your parcel, please contact Love Catz Store first so we can help with reasonable next steps (including carrier enquiries where appropriate).
Where possible, contact us within 7 days of the delivery scan so we can request timely evidence. Outcomes depend on the carrier and circumstances. Nothing here limits any rights you may have under applicable consumer law.
🏠Wrong address/unclaimed
If the address provided at checkout is incorrect or incomplete, the parcel may be returned to the fulfiller. Reshipment costs are the customer’s responsibility once a corrected address is confirmed. Unclaimed parcels may also require customer-paid reshipment.
This does not limit rights under applicable consumer law (including ACL for AU deliveries and the Consumer Guarantees Act 1993 for NZ deliveries).
🌍 Customs, VAT & Duties
International orders may incur import duties, VAT/GST, customs fees, or carrier handling/brokerage fees. These charges are the responsibility of the recipient. Customs processing may extend delivery times.
📦➗Partial shipments
Multi-item orders may ship in separate parcels at no extra cost. This can happen if items are produced at different facilities or become ready at different times.
❌ Changes & Cancellations
Because items are custom printed, orders cannot be changed or cancelled once sent to production/fulfilment. Please double-check size, colour, product, design, and address before purchasing.
⚠ Events Beyond Our Control
Delays or delivery failures caused by events outside reasonable control (for example: carrier disruptions, customs inspections, severe weather, strikes, cyber incidents, government restrictions, or emergencies), are not within our control.
Nothing in this policy is intended to exclude rights that cannot be excluded under applicable consumer law.
⚠️ IMPORTANT: Please ensure your delivery address is safe and correct. Delays caused by carriers, customs, weather, strikes, or emergencies are not the responsibility of Love Catz Store.
For the full policy please read the full Shipping Policy for details.
⏱ Return Timeframes (Based on Delivery Country)
You must submit a return request within:
Australia: 14 days
United Kingdom: 14 days
United States: 30 days
Timeframe is always based on delivery destination, not ordering location.
⚠️ IMPORTANT: Items returned without an approved request in the Returns Portal will not be processed.
❌ Returns Not Accepted
Because each item is custom printed on demand, we generally cannot accept returns or provide refunds for:
Change of mind / buyer’s remorse.
Wrong size, colour, or design selected at checkout.
Any issue not related to a verified defect, material misprint, or damage before delivery.
Fabric sensitivities / allergic reactions: Our apparel is intended for general wear. We do not offer change-of-mind returns for reactions or sensitivities to fabrics, dyes, or inks where the product is not defective or unsafe.
This does not limit any rights you may have under applicable consumer law (including for goods that are faulty, unsafe, or not as described).
When a Return Is Accepted
Because each item is made to order, returns are accepted only where there is a verified fulfilment fault, including:
A defective item (manufacturing fault or workmanship issue, or a major print defect affecting normal use or appearance).
A material misprint (for example, the wrong design supplied, missing major print elements, or a severe print offset).
Significant damage in transit (verified damage before delivery that makes the product unusable or materially compromised).
Not considered defects: Minor colour variation, small placement differences, minor creases, or other slight variations inherent to print-on-demand production and packaging.
This does not limit any rights you may have under applicable consumer law for goods that are faulty, unsafe, or not as described.
📦 Multi-Item Orders
If only one item in a multi-item order is confirmed as defective, materially misprinted, or significantly damaged in transit, then only the affected item will be eligible for a replacement or refund.
If your original order qualified for free or discounted shipping, that benefit remains in place for approved defect replacements — no additional shipping will be charged for the replacement item.
Please review size guides, product details, and your selected design/colour/size carefully before ordering, as made-to-order items are not eligible for returns due to customer selection errors.
🔁 How to Submit a Return Request
1. Click below Return Portal button:
2. If prompted, enter the email address used at checkout and/or your order number for secure verification.
3. Select the affected item(s) and choose the correct reason: Defective, Misprinted, or Damaged Before Delivery.
4. Upload clear supporting photos: include well-lit images showing the full item plus close-ups of the issue. This speeds up verification and reduces delays.
5. Submit the request and keep the on-screen confirmation for your records.
6. You will also receive an email confirmation once your request has been logged.
Review Timelines
We aim to review return/replacement requests within 7–14 business days after we receive the required details (including supporting photos where needed). During high-volume periods, reviews may take longer.
Important: Submitting your request within our preferred reporting window helps us investigate quickly, but does not limit any rights you may have under applicable consumer law. For efficiency and evidence-gathering, please submit your request as soon as reasonably practicable after delivery, and ideally within 14 days.
For United States (store policy window), defect/misprint claims should be submitted within 30 days of delivery, unless a longer period applies under mandatory local law.
What happens after approval
Once approved and the item is verified:
A replacement will be issued at no extra cost, or
A refund will be processed automatically to your original payment method (including AfterPay orders).
Refund processing times depend on your payment provider and may take up to 10 business days to appear.
📍 Wrong Address / Unclaimed Parcels
If an order cannot be delivered because the shipping address provided at checkout was incorrect or incomplete, the parcel will typically be returned to the fulfiller.
Once the parcel is received back into the fulfilment network, you may choose one of the following options:
You may request reshipment, provided you confirm a corrected address and pay the applicable reshipment fee.
Or you may request a refund, which will be issued minus the original delivery cost incurred by the fulfiller.
If your original order qualified for free shipping, a deduction equal to the fulfiller’s minimum outbound delivery cost will be applied to cover the shipping expense we incurred.
If a parcel is returned as unclaimed (for example, not collected from a pickup point), reshipment is also at the customer’s expense.
If neither option is selected, the item may remain with the fulfiller and may be treated as abandoned after 30 days, which can limit our ability to recover or reship the item, subject to any non-excludable rights under applicable consumer law.
Repeated incidents of incorrect addressing, unclaimed shipments, or refusal to cover reshipment costs may result in restriction or refusal of future orders where reasonably necessary to prevent fulfilment abuse, subject to applicable law.
For the full policy please read the full Return Policy below for details.
🛠 Reporting a Problem
Reply to your order email. of order related issue.
Include your tracking number for delays/losses.
For damage, submit a return request through the Returns Portal by clicking the button below:
⚠️ IMPORTANT: Items returned without an approved request in the Return Prime Portal will not be processed.
Otherwise, use the Support chat in the lower-right corner (speech bubble icon) for immediate help. Alternatively, contact us via our Contact Form — please allow 2–5 business days for a response.
✅Agreement
Using, browsing, or buying on our sites means you accept these Terms and the linked policies (Privacy, Shipping, Return & Refund). If you don’t agree, please don’t use the Services.
👤Eligibility
You must be the age of majority where you live, or have parent/guardian consent.
🛍️Products
Many items are made to order. Colours/print placement/fit can vary slightly due to screens and print-on-demand processes. Returns and replacements are handled under our Return & Refund Policy and applicable consumer law.
💳Payments
Payments are processed securely by Shopify and payment providers. We do not store full card details.
🔧Changes
We may update prices, products, or Services to the extent permitted by law. Accepted orders aren’t affected except where required by law or to correct a clear error.
🚫Prohibited
No unlawful use, IP infringement, malware, spam/phishing, data harvesting without consent, or interference with Site security.
©️IP
Site content (including stories, artwork, designs, text) belongs to Love Universe Pty Ltd or licensors. Personal, non-commercial use only. No copying/resale/commercial use without written permission..
🛡️Liability
Liability is limited to the maximum allowed by law. Non-excludable consumer rights remain.
⚖️Law
Governing law/jurisdiction may depend on the domain used (AU/UK/US/Global), to the extent permitted, and mandatory rights may still apply based on your residence and/or delivery destination..
⚠️ IMPORTANT: By using the Site, you agree to these Terms. If you do not agree, please do not use the Services.
For the full policy please read the full Terms of Service Policy below for details.
🌍 Coverage
Applies to all LoveCatz.store domains and users worldwide.
⚖️Laws we follow
We comply with applicable privacy laws depending on your location, including GDPR / UK GDPR, Australia’s Privacy Act 1988 (Cth), and CCPA/CPRA (California), plus other local laws where they apply.
🧾 What we collect
Name, contact and delivery details, order information, payment status/confirmation (processed via Shopify and payment providers), and basic usage/analytics data.
🎯 How we use it
To fulfil orders, provide support, improve the Site, prevent fraud/abuse, and send marketing only where permitted (including where consent is required). You can unsubscribe from marketing at any time.
🤝 Who we share with
We share data with service providers/processors needed to run the store and fulfil orders (e.g., Shopify, Printful, Printify, carriers, and payment providers). They handle data under their own privacy terms and our instructions where applicable.
🍪 Cookies
Used for core site functions, security, checkout, and user experience. Where required (e.g., EU/UK), we provide cookie/consent controls.
🧒 Children
Not directed to children, and we do not knowingly collect children’s personal information. Age rules vary by region (for example, UK: 13, EU: 16 unless a country sets a lower age (not below 13), and US COPPA: under 13 requires parental consent).
🛡️ Your rights
Depending on where you live, you may have rights to access, correct, delete/erase, object/restrict, data portability, and to opt out of certain processing (including “sale/sharing” concepts where defined by law).
🚚 International Transfers
Your data may be processed internationally for fulfilment and operations. Where required, transfers are protected by appropriate safeguards (such as contractual measures and/or other lawful mechanisms).
📦 Retention
Order/transaction records are typically kept for 7 years (tax/legal compliance). Marketing data is kept until you unsubscribe/withdraw consent. Accounts are retained until deletion, or may be removed after extended inactivity where appropriate and lawful.
⚠️ IMPORTANT: We do not sell your personal information for money (as “sell” is defined under CCPA/CPRA). Where required, you can also opt out of certain “sharing”/targeted advertising. You can unsubscribe from marketing emails at any time.
For the full policy please read the full Privacy Policy below for details.
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