FAQ & Help

• Direct access to your personal customer account, your memos or your basket of saved products.
• Language selection (our shop is currently available in German and English)
• All new items and bestsellers at a glance
• Specific entry points into the stylecats® product range for cats
• Exciting online shopping worlds with inspiring themes, the newest looks and special collections
• Extra savings with our special bargain offers in the online sale
• Exciting background information about the brand, product manufacture and the company

Products

Search and find

In the search box (always located at the top right, underneath the customer account), type in a search term, product name or product number. You will specifically be shown a number of suggestions in the search box as well as the total number of matches.

On the search results page, you can sort the selection according to your preferences (e.g. according to price, or alphabetically). You can further limit the selection by using various filters; every time you use a filter you will then specifically be shown the remaining number of suitable products. You can employ the filters individually or also completely remove them in order to view a larger selection again.

By using the main categories you can either view all of the products or go directly to a targeted subcategory. Here, too, you are able to sort the displayed items or further limit them using the various filters.

If your search does not turn up any results, you are best off trying it again using fewer filters or a different combination.

Discover

If you would like to find out more about an item, simply click on the image or product name. You will be directed to the item detail page where you will find all the important information.

• Name
• Item number
• Pictures and videos
• Available colours, sizes and designs
• Item price
• Availability and delivery dates
• Product description, potential applications and material specifications
• Other useful information such as measuring guides, care instructions and contents (according to item)

Under “matching products”, you will be shown other items which either belong to the same range or collection or would act as useful additions. Let the suggestions inspire you.

Right at the bottom of this page in the “recently viewed” section, you will also find a history of the products which you have already looked at, in case you would like to go back and view them again in order to compare them with a different item, for example.

Select

Where the item is supplied in different colours, designs or sizes, you choose your own desired combination. You view the price per unit (including the statutory VAT, plus delivery costs) and can then choose the amount either using the selection menu or by directly specifying the amount using the quantity box. Proceed by clicking on the “add to basket” button and you will see a short info window, informing you that the item has been placed in your basket. Information on the shipping costs incurred can be found here.

You can then either continue shopping (simply click back onto the item page on the left and the info window will close again), edit your basket or go directly to the checkout.

With regards to availability of items we are using the following “traffic light system”:

• green means “item is available in sufficient numbers”
• yellow means “item is available in limited numbers” (this could lead to circumstances in which the item cannot in fact be delivered, even after you have completed your order, because demand was so great)
• red means “item is currently out of stock”

If a particular item is currently out of stock, you can set up an email reminder to let you know when the item is back in stock online. To do this, simply enter your email address into the box provided.

In addition, you can save any items that are currently unavailable to your Wish List, as you would do with available items, in order to easily find them again later.

You can alter your selection as well as the item quantity at any time, either in your basket or during the checkout process.

Prices and promotions

All our prices in the online shop are displayed in Euros € and are understood to include the statutory VAT of 19%.

Items which are reduced in price as part of a special offer or promotion are marked accordingly. You will see the price saving in %, and the crossed out price refers to the RRP (recommended retail price specified by the manufacturer).

All reduced items can be found under the “Sale” menu option.

Basket and Checkout

Edit basket

If you have selected your item and desired quantity and then clicked on the button “add to basket”, you will see a short info window on the right, which you can use to edit your basket or to go directly to the checkout to complete your order.

You can access your basket at any time via the symbol in the main navigation display, in the very top right of every page. There you will see, by means of a small number, how many items are currently in your basket (types of items, not the total quantity).

In your basket you will see a list of your selected products. Here you can

• view an item again (simply click on the image or the item name and you will be directed back to the item detail page)
• alter the quantity (select the desired quantity using the selection menu, the price will then automatically change to reflect the new quantity)
• delete an item (click on the X on the right, and the total value of your basket will again change automatically)

You will see the price per unit for each item, the respective total price, the value of your basket and the shipping costs incurred. Further information on the shipping costs can be found here.

Click on the “continue shopping” button to go back to the shop, or on the “go to checkout” button to complete your order.

Your basket will be saved over a default period of time, so that you can conveniently access it again, if, for example, you should have to end your shopping session unexpectedly. Our data protection regulations are valid in this case.

Countries of delivery

We currently deliver our HUNTER products to all EU countries (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden) plus Switzerland.

The shipping agent responsible for your orders on wirliebenhunter.de is currently DHL. We reserve the right to link up with other shipping providers in order to determine the most cost-effective delivery option for you and to offer you a choice. Unfortunately we have no influence over the delivery of your order and therefore cannot guarantee its prompt arrival.

Shipping Costs

So that your HUNTER products are sufficiently protected during shipping, we package them for you with the greatest possible care. For packaging and shipping to Germany, Austria and The Netherlands we charge a flat rate of EUR 4.95 per order. For deliveries to other EU countries and to Switzerland and Great Britain, the shipping costs are flat rate EUR 9.80 with an order value up to 99.99 EUR.

Shipping Information

After completing your order, you will receive an order confirmation via email. You can view the processing status of your order in your customer account. Additionally, you will be informed via email when your order has been passed on to the shipping provider. You will then receive a further notification from DHL informing you when your order will be delivered. By contacting DHL directly, you then still have the opportunity to change the delivery address and time (up to 1 hour before delivery), provide your preferred location or arrange delivery for Saturday.

Please be aware that the following data protection regulations apply with regard to the storage of information supplied by customers.

Your order will usually be processed, packed and delivered to the shipping service within 1-3 days. For deliveries outside of Germany, it may happen that you receive your parcel somewhat later, e.g. due to customs formalities or handing over to a local sub-shipping service provider.

Customer details

In order to complete the order, first enter your address. To do so, users who are already registered with stylecats® can log in using the “customer login” on the left hand side.

Alternatively, you can complete a one-off registration here in order to enjoy the advantages of a customer account at stylecats®. This means that you won’t have to reenter your details every time. You will receive a separate email confirming that you wish to create an account. Click on the link in the email to create your account. 

You can order as a guest and continue without registering (but you won’t enjoy the benefits of a customer account), by clicking on the option “order as guest” underneath the email address. The password entry field is then omitted.

All fields marked with * are necessary for your order to be fulfilled correctly. You can access further information about the entry fields by clicking on the “i” boxes.

If you are already logged in, you will find that step 1, “your address”, has already been completed using your personal customer details. At this point you can still select a different delivery address according to your preference.

Checkout: different delivery address

You can choose a delivery address that differs from your main billing address. To do so, click on the “different delivery address” box underneath the country selection field.

You can of course check all of your address entries again before your order is dispatched (step 3 “check and order”).

Select payment and delivery methods

In step 2 you will select your desired payment method. We work in cooperation with the PayPal Plus provider. In this case, all payments are carried out using PayPal Plus. The valid PayPal Plus terms of use apply to all transactions.

When paying us in the online shop you can choose from the following payment methods.

• Purchase on invoice currently not possible
  You transfer the amount due. Please ensure that you make your payment to our partner PayPal Plus, and not to us. All the necessary payment information can be found in your order confirmation or on the invoice. Please also take note of the general conditions of use for purchases on invoice via PayPal Plus.
• Direct debit
  You issue an order to PayPal Plus to debit your account with the invoice amount due. To do this you need to submit your necessary bank account details in the online shop.
• Credit cards
  You issue an order to PayPal to debit your credit card with the invoice amount due. To do this you need to submit your necessary credit card details in the online shop. We accept the following credit cards: VISA, Mastercard
• PayPal
  If you choose this payment method, log in to your personal PayPal account using your individual login information.

You will certainly never have to pay us a fee for selecting a particular payment method in the online shop.

Furthermore, you do not need to have your own PayPal account to be able to order from our online shop.You only use the payment methods named above for a one-time transaction. This enables you to conveniently use all payment methods, even if you order from us as a guest and do not wish to register with us. Please take note of the conditions of payment without a PayPal account which apply in this situation.

Your payment information will be passed on to us in the online shop securely and by encrypted transmission. You can find more information on SSL encryption here. Please also take note of the applicable data protection regulations.

You will always receive your order with an invoice enclosed. You can also find the invoice in PDF form in your customer account, as soon as we have prepared your order for dispatch in our logistics centre. On the invoice you will find the chosen payment method as well as all further information for processing payments using PayPal Plus. Please do not transfer any payments to us or the shop operator.

Please be aware that PayPal limits the possible payment methods according to the selected country in which the billing address is located. Upon the selection of your payment method during the ordering process, you will always be shown the maximum number of payment options available. 

In step 2 you also select your desired delivery method. At present we ship your orders exclusively using DHL standard delivery. We are working to link up with other shipping providers and we will promptly inform you of any new shipping options. We invite you to please take advantage of our newsletter registration.

With DHL there are different options available in order to keep you informed of your order status - you can find more information under “Track and receive delivery“.

Check and submit order

In step 3 you can check over your order a final time.

At this point you can still change the billing and delivery address. To do so, click on the respective button “select another address” and go back to step 1. There you can enter your new information, confirm step 2 and return to step 3.

Using the “select another address” link, you can choose directly from a list of previously specified addresses.

In the “payment and delivery” section, you can find the options which you have previously selected. You can also correct these options by clicking on the “change payment and delivery” button. You will be directed back to step 2. There you can enter your new information, save it, and return to step 3.

Please be aware that at present you cannot change the method of delivery (we currently ship items exclusively using DHL). With every new order you can select any new or necessary payment methods. Please also take note of the information regarding payment transactions using PayPal Plus.

Your current basket is displayed underneath the order overview. Here you can make any final amendments to your desired item quantities. Information on shipping costs can be found here.

By clicking on the button “Submit order (accept payment obligation)” your order will be submitted. This is only possible if you have accepted our terms and conditions. At this point please also take note of the information regarding your right to cancellation.

Your order will be passed on to us securely and by encrypted transmission. You can find more information on SSL encryption here.

After you have submitted your order you can print out your order confirmation and view all the details in your customer account. You will also receive an order confirmation via email.

Order and delivery

Amend or cancel order

Unfortunately, you are not currently able to subsequently alter an order which has already been submitted.

You have a general right to cancel your contract within fourteen days without providing a reason and thus cancel your order. You can find further details on your right to cancellation here.

Track and receive delivery

Your order will usually be processed, packed and delivered to the shipping service within 1-3 days. For deliveries outside of Germany, it may happen that you receive your parcel somewhat later, e.g. due to customs formalities or handing over to a local sub-shipping service provider.

At present we ship your orders exclusively using DHL. You will be informed via email as soon as your package has left our logistics centre or been passed on to the shipping provider. This email will also contain a tracking number which you can use to track your shipment. You will receive a further email to inform you when your package is expected to be delivered. With DHL, you can then still select on which day or in which time window your package should be delivered, and you can also specify your preferred location.

We at “stylecats®” unfortunately cannot guarantee the final delivery of your package: however, we of course remain in contact with our shipping provider in order to ensure the optimal and quickest possible delivery. If you experience delays or other inconveniences with your delivery, we are certainly happy to provide you with further assistance. Please first research the delivery status of your order using your assigned tracking number, which you can also find on your order in your customer account. Alternatively, please make use of one of our various contact channels, indicating your order number.

When you receive your delivery, please check it for damages incurred during transit. If goods are delivered with obvious transport damages, please make an immediate complaint to the delivery agent where possible. Please also get in touch with us immediately and inform us of your order number, the affected item and the type of damage incurred.

Failure to file a complaint or to establish contact has no consequences with regard to your legal rights and their enforcement, in particular your warranty rights. However, it helps us to file our own claims against the carrier or the transport insurance.

Make a complaint and return products

1. Transport damages

If goods are delivered with obvious transport damages, please make an immediate complaint to the delivery agent where possible. Please also get in touch with us immediately and inform us of your order number, the affected item and the type of damage incurred.

Failure to file a complaint or to establish contact has no consequences with regard to your legal rights and their enforcement, in particular your warranty rights. However, it helps us to file our own claims against the carrier or the transport insurance.

2. Faulty items

Is your item faulty when you first try it out or use it? We are obviously very sorry to hear that and we know this should not occur; we would like to remedy the situation quickly. In this case, your statutory warranty rights apply. Please get in contact with us immediately and inform us of your order number, the affected item and the type of damage incurred. As the distributor we have two opportunities in this event to correct the defects by subsequent action: this means we will either repair the faulty item or send you a new item. To do so, we require you to provide a written request and an appropriate deadline. Only then do you have the right to cancel the purchase or to request a reduction of purchase price or claim damages. You can find further details on your warranty rights in the terms and conditions.

3. Dissatisfaction 

The bed sadly didn’t fit? After unpacking the item, you found that the design wasn’t quite what you thought it was when you ordered? You ordered various items to choose between? It’s not a problem if you aren’t satisfied with an item - your statutory right to cancellation entitles you to cancel your order within 14 days, and what’s more you don’t need to provide a reason. We assume the costs of returning the goods. In additon, as a registered customer with a customer account (from Germany), you have another 14 days to return your items free of charge if you do not like them. Please use the returns link in the order overview in the customer account. For technical reasons it is unfortunately not possible for our customers with customer accounts outside of Germany to use this function correctly, please contact us in case of a return request directly to our customer service. You can find further details on your right to cancellation here.

4. Free returns with a customer account

The bed sadly didn’t fit? After unpacking the item, you found that the design wasn’t quite what you thought it was when you ordered? You ordered various items to choose between? It’s not a problem if you aren’t satisfied with an item - as a registered customer (from Germany), all returns are free of charge.

It works like this:

• Please log on and click on the menu option “customer account” (top right), then click on “orders” and then on the “returns” link next to the order for which you would like to return one or more items.
• Please fill out the form with your reason for return. This helps us to consciously improve our and product range and distribution.
• Print out this form and enclose it within your returns package.
• A window will then open containing the DHL returns label. Please fill this in as well.
• You will subsequently be invited to print out the package label.
• Package your goods carefully, enclose the returns slip and seal the package.
• Stick the returns label onto the package.
• Take the package to a post office or a DHL package station. It will be taken off your hands free of charge.
• For technical reasons it is unfortunately not possible for our customers with customer accounts outside of Germany to use this function correctly, please contact us in case of a return request directly to our customer service.

Please be aware that this returns process does not constitute a requirement for the effective exercise of the right to cancellation. You can find further details on your right to cancellation here.

5. Your feedback is important to us

We are of course always pleased to hear from you regarding the reason for the fault, even if this is not necessary for your cancellation, as it helps us to continually improve our product range and service. If you have not filled out a returns form, please feel free to send us an email at info@stylecats.com.

Customer account

Registration

Registering with our online shop gives you access to the following benefits:

• Quick and easy ordering, without having to reenter customer and order details.
• All information available in one overview such as recently ordered products or account balance
• Free product returns
• Items saved to your Wish List

To register, please go to the “checkout” section and fill in all the fields marked with a * as part of step 1, “your address”. Additionally, provide a password which is known to only you. After clicking on “now register”, you will receive a confirmation email containing a link. After you have clicked on this link, your registration is complete, and you have registered for your personal customer account at stylecats®. You can then continue with your order. If you do not log out and you have the relevant settings installed in your browser, you will remain logged in to the shop until your next visit.

Login

After accessing the homepage it is best to log in immediately, using the symbol in the main navigation, located in the top right. You then have direct access to your personal customer account and features such as your Wish List, where you can immediately retrieve saved products.

Alternatively you can log in later at the “checkout” area, at the point at which you want to submit your order.

If you do not log out and you have the relevant settings installed in your browser, you will remain logged in to the shop until your next visit.

Forgotten password

If you should forget your password, click on the “reset password” button on the left of the login section. In the page which subsequently appears, enter the email address that you used to register your account. You will receive a confirmation email (please also check your spam folder if you fail to receive confirmation). Click on the link contained in the email in order to change your password. Please be aware that this link is only valid for the next 2 days, after which time you will need to begin the process of resetting your password again. Change your password in the page which subsequently opens. Upon saving your new password, your old password becomes invalid.

If you should forget your username, please attempt to register for a new account. The system will recognise whether this email address already exists. Alternatively, please contact our service team.

Guest order

You do not need a customer account to be able to order from our online shop. We only require your name, your full address (so that we can also deliver your goods) and your desired payment method. Your details will only be used to process this one-time order and will not be saved (see also the applicable data protection regulations). To submit a so-called “guest order”, simply tick the checkbox “order as guest” in the checkout area under step 1, “your address”. You will then not be asked to enter a password.

However, registering with our online shop gives you access to many benefits:

• Simple and easy ordering
  You do not have to reenter your customer and order details every time
• All information in one overview
  All orders at a glance, personal recommendations and customised price promotions make shopping at stylecats® an exciting experience.
• Free returns
  The bed didn’t fit or you ordered a range of items to choose between? No problem - simply send back the items you don’t like. We will bear the full costs of the return.
• Save items in your Wish List
  Have you run out of time to complete an order or are you just collecting spontaneous ideas for a Wish List? Simply click on the heart symbol and you can retrieve the item from your personal Wish List on your next visit.

Wish List

Have you run out of time to complete an order? Is your preferred item out of stock? Do you want to collect your spontaneous ideas in a Wish List? As a registered customer, simply click on the heart symbol to bookmark your desired item and retrieve it from your personal Wish List on your next visit.

Your preferred size or colour is out of stock? A product is in high demand and can’t currently be ordered? You can set up a convenient email reminder which will let you know as soon as the item is available again. To do this, simply enter your email address on the item detail page and you will be notified via email. You can also easily save and manage the items which are not currently available using your personal Wish List.

Please be aware that the following data protection regulations apply with regard to the storage of information supplied by customers.

Help & service

How to contact us

We would like you to be completely satisfied with your experience. We hope that you like our products and that you can always discover something new in our shop. Above all we hope that you can order your desired items quickly and conveniently. There may of course be occasions when things don’t quite function as they should. It doesn’t matter whether it’s regarding a technical problem with our online shop, or your desired items aren’t selectable, or something has not functioned 100% correctly with your order - please let us know at any time!

There are various ways in which you can contact us: if your problem specifically concerns an order/delivery, it is very helpful to us if you can provide your full name and your order number.

• You can reach us personally on our telephone hotline +49 (0) 511 54308970 from Monday to Thursday between 9am and 4pm and Friday between 9am and 2pm.
  
• Send us an email at info@stylecats.com, and we will get back to you as soon as possible.
• Additionally, you can find answers to the most important questions at any time in our online FAQs, available here.

Account

You can also view a lot of information in your customer account at stylecats®, such as an overview of all your orders, invoices and deliveries, your personal Wish List or other customised information. If you feel that something is missing here, we are happy to receive your recommendations. Of course, we will also take your criticism on board - please simply use the “praise & criticism” form.

Newsletter

Never again miss out on important information and news from the HUNTER brand world! With our newsletter, you are continually informed about new products, new collections, events, vouchers and special promotions.

Simply enter your email address at www.stylecats.de/en/newsletter, click on the confirmation link in the email and always remain up to date.

Please be aware that the following data protection regulations apply with regard to the storage of information supplied by customers.

Are you interested in a specific topic? Would you like more background information with regards to our products and materials, production methods or the stylecats® company? Just let us know, and we will be happy to help.

Praise & criticism

Your needs and wishes as dog or cat owners and your satisfaction as customers of stylecats® are matters which are very close to our hearts. We want to continually improve our product range and quality as well as our services, and to do this we are reliant on your help. If you should have a complaint, whether it be regarding

• our products
• the available selection (sizes, colours, designs, workmanship etc.)
• the function of our online shop
• or our service

please get in touch with us by sending an email to info@stylecats.com. We are of course also happy to receive positive feedback and praise as well as recommendations for improvement.

Please be aware that the following data protection regulations apply with regard to the storage of information supplied by customers.

SSL Certificate