Frequently asked questions

General

What products do we sell?

Pawz Haus UK offers premium cat furniture designed to meet the needs of both cats and cat parents.

We specialize in modern, eco-friendly cat trees, towers, and condos—crafted with sustainable materials that are safe for your pets and gentle on the planet. Whether you have a playful kitten or a big, heavy cat, our designs provide stable, stylish spaces made to last.

Looking for cat trees for large cats? Our sturdy, thoughtfully engineered structures offer extra support, comfort, and room to stretch and climb.

Explore our unique collection and transform your space with functional, design-forward furniture your cat will love.
How can I ensure an item will fit my space?

We encourage you to measure your space carefully prior to purchase.


All product dimensions are clearly listed:

  • In the Product Details section
  • In the Product Dimensions section
  • Within the product photos

Because our pieces are substantial in scale and design, confirming measurements ensures a seamless fit within your home.
Can I change my order after submitting?

Order changes are only possible in very limited circumstances. We work hard to process and ship orders as quickly as possible, which means modifications are usually not available once an order has been placed.

If you believe your situation is exceptional, please contact our customer support team at pawzhaus.uk@gmail.com as soon as possible, and we will do our best to assist you. Thank you for your understanding.
Can I cancel my order?

Order cancellations are only possible in very limited circumstances. Because we process and ship orders promptly, cancellations are generally not possible once an order has been processed.

If you believe your situation is exceptional, please contact our customer support team at pawzhaus.uk@gmail.com as soon as possible, and we will do our best to assist you. Thank you for your understanding.

Shipping

How much does shipping cost?

Enjoy free UK-wide Shipping!
Which delivery carrier/services do you use?

We ship all orders exclusively with RoyalMail to ensure reliable and timely delivery. A tracking number will be provided as soon as your order is on its way.
When will my order be processed/delivered?

All orders are processed within 2 business days. Once your order has shipped, delivery typically takes 3–5 business days via Royal Mail, excluding holidays. Delivery times may vary depending on your location.

Please note that once your order has been handed over to the carrier, delivery is managed by Royal Mail and is outside of our control. While we do our best to ensure your order is shipped promptly, we are unable to guarantee delivery times or influence any carrier delays.
Do you ship internationally?

No. Pawhaus UK. is a UK local business and we currently ship only within the UK.

This allows us to maintain high quality standards, reliable delivery times, and dedicated customer support for our UK customers.

Returns and Exchanges

What is your return policy?

We accept returns within 14 days of delivery on items that are unused, unassembled, and in their original packaging.

To be eligible for return:
* The item must be unused and unassembled
* All original packaging must be included
* The product must be in resalable condition

Due to the oversized nature of our pieces, return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Original shipping fees are non-refundable.
My item arrived damaged or incorrect - what should I do?

While rare, transit damage and fufillment mistakes can occur. If your order does not arrive as expected, please contact our support team at pawzhaus.uk@gmail.com within 48 hours of delivery with:


* Your order number
* Clear photos of the product
* Photos of the outer packaging


We will promptly arrange replacement parts or a replacement piece at no cost to you.
Do you offer exchanges?

We do not offer direct exchanges. If you would like a different model, you may initiate a return (if eligible) and place a new order for your preferred piece.
How do I initiate a return?

Please contact us at pawzhaus.uk@gmail.com with your order number and reason for return.
If approved, we will provide detailed return instructions. Items returned without prior authorization may not be accepted.
What happens if my return is found ineligible?

If your returned item is found to be in any of the following conditions, it will not qualify for a refund:

  • Assembled or partially assembled
  • Used
  • Missing the original packaging or components
  • Damaged beyond normal transit wear
  • Not in resalable condition

In these cases, the return will be deemed ineligible for a refund.

The item may be shipped back to the customer at the customer’s expense. If the customer declines to pay for return shipping, the item will be held for 14 days. After this period, if no shipping arrangement is made, the item may be responsibly discarded without refund.
When will I receive my refund?

Once your return has been received and inspected, refunds are processed to your original payment method within 3–5 business days. Processing times may vary depending on your financial institution.
Other Questions?

Contact us by filling out the form below, or send us an email at pawzhaus.uk@gmail.com

Contact Pawzhaus – Get in Touch With Our Customer Support Team

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A tall green cat tree with beige platforms and a window perch in a home setting, with two cats sitting and lounging on it near a large window.
Cat tree with a cat sitting on top, window view of a lake and mountains
A tall woven cat tree with a dinosaur head topper stands in a modern room, with a leopard cat balancing on the dinosaur head. A wire shelf with records and a blue abstract print are visible in the background.
A cream-colored cat sits in a pink fleece cat bed attached to a pink and beige cat tree in a modern living room with a window and city view.
A tall green and beige cat tree with multiple platforms, a cactus-shaped branch, and a hanging hammock, shown in a home interior with several cats resting on and around it.
A multi-level cat tree with a fluffy gray and white cat resting on the top platform and an orange tabby cat sitting in the center cubby, set in a home interior.
A fluffy long-haired cat lies on green grass in front of a beige and black pet carrier backpack outdoors with trees and sunlight in the background.
A pink and green multi-level cat tree with two cats resting and sitting on it, photographed in a home interior next to a glass door.
A tall green cat tree with two beige platforms and a cactus-shaped scratching post, shown indoors by a window with two cats resting on it.
A multi-level cat tree with a dark cat sitting on the middle platform in a home setting with gray walls and wood flooring.
A fluffy cream-colored cat tree with a woven top perch, sisal-wrapped posts, and a small enclosed cave at the base, shown in a home setting with a cat inside the cave. A Qualicat cat litter box is visible on the floor to the left.
A light cream-colored cat sits inside a beige and black pet stroller on a light wood floor in a playroom setting.
A multi-level cat tree in cream-colored faux fur and tan carpeting, with two cats resting on and around it in a living room setting.
A cream-colored cat with blue eyes rests inside a clear glass hammock on a wooden cat tree with sisal-wrapped legs and claw posts.
A cream-colored cat is sitting inside a pink mushroom-shaped cat tree perch, which is part of a larger pink and beige cat bed with a flower-shaped cushion, set in a home environment near a window.
A black cat sits on a tall beige cat tree in front of a large window, with a second cat resting on a lower perch. The scene is indoors near a city building, with curtains and a ceiling visible.
A light wood and sisal cat tree with a hammock, stairs, scratching posts, and a house cat resting on the top platform in a home setting.
A gray tabby cat with a white chest peering out from a green fabric hammock attached to a pink cat tree.
A tall green and beige cat tree with multiple levels, a mirror, and hanging toys, photographed in a home interior with wood floors and a window in the background.
A modern cat tree and cat perch set in a bright, sunlit room with a city skyline view. The set includes a tall wooden tower with multiple levels, a giraffe-style perch with a leopard-print cushion, and a patterned floor mat.
A tall multi-level cat tree in green and beige carpet with a hanging cactus toy, a small window perch, a round cat bed, and a woven hanging hammock where a cat is resting, set in a room with blue curtains and a window.
Two long-haired cats are posed on a wooden cat tree in a bright room. One cat is sitting on a wooden platform on the left, looking upward, while the other is lying on a wooden platform on the right, looking toward the camera.
A multi-level cat tree with lime green platforms and pink cushioned sections, placed in a sunlit room by large windows. A dark cat is curled up on the top perch, and a pink cat bed is visible on the right.
A tall beige carpeted cat tree with multiple platforms, a small enclosed cat house, and hanging toys, shown in a room with two gray tabby cats resting on it.
A tall multi-level cat tree in pastel pink and light green, positioned next to a window in a home setting. A black and white cat is sitting on the lowest pink platform, holding a yellow toy.