We have collated some of our most frequent questions here, so that you can scan and get the answers you need as soon as possible.
To ensure that you can view your order history we now require that you LOGIN to order. If you are getting an error when checking out please make sure that you are logged in – you won’t lose your basket if you login whilst checking out.
Please click here to LOGIN.
We have also updated our website which means that you must RESET YOUR PASSWORD before logging in – please make sure that you do this. Its very simple just click the link above and you will be sent an email, which once clicked will ask for a new password.
If you have not reset your password this year – please do so.
We have also updated our website which means that you must RESET YOUR PASSWORD before logging in – please make sure that you do this. Its very simple just click the link above and you will be sent an email, which once clicked will ask for a new password.
If you have not reset your password this year – please do so.
If after resetting your password then you still cannot login please try to refresh the page – just click to any new page on the website and then back to the LOGIN screen.
You are now able to check the status of your order from your online account – at any time. This will also show historical orders from the AlleyCatz store as well as online.
Once LOGGED IN your will see an ORDERS link on the left towards the bottom – please click that to see your orders and their status.
When your order is first placed it will have a status of PROCESSING. Once the order has been shipped it will have a status of COMPLETED.
We are looking at introducing more statuses to give you a better idea of where in the system your order is.
We have 3 delivery options
– Click & Collect at AlleyCatz store
– Via DPD
– Direct to School Delivery
Once your order has a COMPLETED status – you will recieve an email telling you your order has been completed. This means different things depending on your delivery method;
– Click & Collect at AlleyCatz store – your order will be available to collect in store from 10.30am the next day
– Via DPD – your order will get delivered by DPD the next working day
– Direct to School Delivery – Every School has a different delivery schedule – to make sure you know when yours is please check the Direct to School Delivery page on the website – this will tell you when your order will be sent to the School – this can sometimes be weekly, fortnightly or monthly – if you are needing your order soon then DPD or Click & Collect are the quickest methods. Please also note that there is a processing time from orders to delivery, so ordering the day before a School delivery will not mean the order will arrive that next day – you must have ordered at least 3 or 4 days prior to that date.
You can find full delivery information on our delivery page
Please take a look at our Returns policy for full details, including the returns form for download. On how to return items for refund or exchange.
If you recieve a damaged item, or you are sent the wrong item(s), then you can return those items as per our Returns policy.
We aim to delivery personalised items within 2 weeks (in the Summer this can be as long as 4 weeks). So please order early to account for this. Again please see our delivery page for full details.