We conduct thorough quality checks on all parcels before they leave our warehouse. However, if your order arrives damaged, please follow the steps below to request compensation. 

For Damaged Orders

If your parcel is damaged on arrival and you would like to request compensation*, email us at support@vancatuk.com within 14 days of purchase.  

Must include: 

• Your full name 

• Order number 

• Photographic evidence, showing: 

• Full external packaging 

• Full internal packaging 

• DPD parcel label on the box 

• Visible damage to the box and product 

• Full image of the product 

All of the above information is required for us to proceed with your request. 

For Missing Orders

If your order has not arrived and you require a replacement, please contact us at support@vancatuk.com within 14 days of purchase, including your name, order number and any useful information that will assist the claim.   

Important Notes

• Amended Delivery Instructions: If you amend delivery instructions with DPD after your order has shipped, responsibility for the parcel transfers to the recipient, as per DPD’s delivery policy. 

• Returns and Exchanges: Unopened items can be returned or exchanged. Please securely ship the product in an outer cardboard box to: VanCatUK, Hammond House, Limekiln St, Dover, Kent, CT17 9EF  

We do not provide prepaid return labels, and you are responsible for return shipping costs. If the items arrive damaged, a full refund may not be available. Compensation for damaged items is proportionate to the loss incurred. Refunds, if eligible, will be processed within 3-5 working days.*