Terms Of Service


Our pricing includes shipping & all import charges, duties & taxes connected with the import of a customer’s order.

In the event that a customer is contacted by the courier to settle import charges & taxes by mistake please refuse to make payment & get in touch & we will settle the invoice immediately.

Our pricing is based on shipping your order to a non-remote address - in the event that a shipping address attracts a non-mainland or remote charge we will notify the customer of the additional fees & if the charges are not acceptable will make a full refund against the order.


Orders are taken via our online shop - you will receive confirmation by email once your order has been placed.

All of our products are made -to-order & normally ready for despatch within 15 working days of ordering - in the event that despatch will be longer we will notify the customer & advise on the anticipated fulfilment time & if this is not acceptable make a full refund against the order.

Non-Standard Orders

Our products are made by hand in our London workshop so we can produce bespoke & special orders - please get in touch if you would like to create something extra special.



Payment for orders is taken at time of checkout & transactions made using Stripe, which is a quick and secure way to accept credit card & debit card payments online.

Stripe meets and exceeds the most stringent industry standards for security - payments are taken through an SSL server & are PCI compliant.


We use a 3+ working day door-to-door courier service to ship orders - the customer will receive tracking information after the order has been collected by the courier.

When your Hicat® arrives please check that your unit is in perfect condition & complete before signing for your order - in the unlikely event that damage has occurred in transit or items are missing please note this before signing.

If you are unable to unpack & check your order while the courier waits please sign for the order as "unchecked".

The couriers may offer to leave your order in a safe place as an option to signing for it but we strongly advise against this - if your order is damaged or incomplete we will be unable to compensate you if you have not checked & signed for your delivery as described above.


If in the unlikely event that your product has defects or suffers from poor workmanship your order will be replaced ASAP at our cost.

Defects do not include irregularities in the natural materials used such as knots or irregular weave patterns in coir carpet finish - these factors are out of our control.


Hicat® Scraaaatch™ Catapilla™ Cat Wall™ products are design registered & our brand carries trademarks.

Hicat® US is a trading names of Hicat Ltd - company registration number 6445491 whose offices are registered at Unit 11, Hove Business Centre, Fonthill Road, Hove, BN3 6HA, United Kingdom.