Update as of 18th January
PLEASE NOTE – The below information does not apply to many items on our website. We are expecting a large shipment of stock into our UK facility from items listed on the website this week. We also hold stock of a number of items already.
Please use the LIVE CHAT to confirm the status of each item prior to ordering.
Our test shipments appear to have been successful so we expect to be able to clear some of the backlog of our orders which are sitting in our EU warehouse shortly.
Due to high charges imposed by the carriers for processing DDP (delivered duty paid) shipments (£20 admin fee per parcel), any backorders we will ship DDU (delivered duty unpaid) however once the package is delivered we will refund any additional charges raised back onto your card.
Please just email us a copy of the receipt and we can process this straight away.
DPD’s service is currently suspended, however we will send these shipments with DHL instead on a temporary basis.
As soon as the service resumes fully then we expect to be able to add more items to the website slowly over the course of this month.
We thank everyone again for their patience and understanding.
Over the course of the next few days we will be making some test shipments with a new carrier as DPD service is still currently restricted from our European warehouse.
If these shipments are successful then we hope to resume to a full inventory of stock towards the end of next week.
Unfortunately, due to additional admin charges from the carrier to process the duty and tax at customs for DDP shipments as well as raised shipping charges, this will sadly mean that many of our items prices will have to be adjusted to reflect this temporarily.
Our aim is to slowly move our stock to our UK facility, but this will take time as we expand our local distribution centre to accommodate over 300 cat trees (mostly oversized parcels) which represents over 1000 pallets of stock. Not a small feat!
If you currently have an order on hold, then we will of course honour the price that you have paid already and take on any extra charges ourselves and we are working around the clock to fix this situation as quickly as possible.
We kindly ask for everyones patience as we get through this together and we assure you that we will come out stronger on the other side.
We do have a range of products on the website which are already in our UK warehouse and we advise customers to contact us if anything interests you so we can give more specific delivery times on any item.
This is not a political post, but we do want to be transparent about the current situation regarding stock and shipments so we thank everyone for their understanding.
Cat Tree UK Team
Update as of 5th January
We are currently awaiting confirmation from DPD that collections from our European warehouse to UK customers are able to proceed.
The latest update as of today they have advised that they expect collections to resume as normal within the next seven working days.
Further notices and updates will be published here as and when more information becomes available.
We sincerely appreciate customers patience and understanding during this time as we do everything we can to limit disruption to customers with regards to their deliveries.
We expect to be able to return to a full range of products of over 200 cat trees over the next 10 days as soon as we are in a position to ship from our European warehouse.
We do apologise for any inconvenience this may cause to customers during this time whilst we operate with a limited availability of stock and products to choose from.
The EU-UK Trade and Cooperation Agreement was very welcome but leaving the Single Market and Customs Union still requires significant changes to the way we take your parcels cross-border.
It’s been a challenging few days for our international operation and our teams have been working round the clock to process your data for parcels bound for Europe and the Republic of Ireland.
It has now become evident that we have an increased burden with the new, more complex processes, and additional customs data we require from you for your parcels destined to Europe. This has placed extra pressure on our turnaround and transit times.
We are seeing up to 20% of parcels having incorrect or incomplete data attached, these will have to be returned to you so that the required data can be provided.
In addition to this we are seeing delays and congestion at UK ports and more rigid requirements for channel crossings.
In view of this unprecedented set of circumstances we believe that it is only right to pause and review our road service into Europe, including the Republic of Ireland. We will use this short pause to validate the data we have in our system, reduce the delay and give you the opportunity to give us the correct data we need in order that we can export, from next week, successfully.
This pause in our operation will be as short as possible and we intend to recommence this service on Wednesday 13 January, but we’ll provide you with an update on Tuesday 12 January.
You can help with this by checking your data meets all the requirements for the customs declaration process against this reference guide we have created:
Ready for Brexit
Cat Tree UK has been working very proactively with all of our fabulous suppliers and carrier services to ensure that we can continue to deliver and serve a fantastic variety of products to customers.
As we enter the new year we will need to adjust to the new rules and regulations that are required so that we can continue to make full use of both our UK based fulfilment centre and also European warehouses moving forward.
We have taken steps to increase coverage of all our most popular items into our UK fulfilment centre, so that any impact on product availability and delivery times is minimised during the first weeks of the year when cross-border trade may become more difficult.
What to expect after Brexit
Whilst we are doing absolutely everything possible to ensure there is minimal inconvenience or extended delivery timescales for customers, there are unfortunately some unavoidable changes as to how we will operate post-Brexit until we are in a position to warehouse all of our stock in the UK.
Although we are doing all we can to reduce any inconvenience for you, some disruption to your delivery and processing of your order may occur in January as we adjust to the new logistical systems between the UK and the EU.
We apologise sincerely to those affected for any potential issues you might face as a result of these changes which are beyond our control.
You can be assured that we will do everything we can to adapt to these changes as quickly as possible and ensure that we can continue to deliver the service that has made us so popular with thousands of cat owners in the UK and made us officially the U.K.’s best rated cat tree retailer on Trustpilot!
Looking to the future…
We will, of course, continue to review and adapt our services as the political situation unfolds and we are confident that our preparations will allow us to continue helping you care for your cats next year and beyond.
In the meantime, we would like to thank you once more for your continued support throughout 2020 and express our very best wishes from all of us at Cat Tree UK for a joyful festive season!
The Cat Tree UK Team