Help & FAQs
Got a question about VanCatUK? You’re in the right place. We’ve rounded up everything cat parents usually ask about our premium clumping cat litter. Read on to purr-use our quick answers that will help you fill, scoop, and play with confidence.
Order-related Queries
Where is my order?
All VanCatUK orders are delivered by our partners, DPD, so that you can track your parcel every step of the way. Once your order has been dispatched, you’ll receive tracking details by SMS or email, and you can follow your delivery in real time through DPD’s online tracker or the DPD mobile app.
We recommend downloading the MyDPD app as it allows you to manage delivery preferences, receive real-time push notifications, and even upload a photo of your property and your what3words location to help the driver find you more easily. This is especially recommended if you’ve experienced prior delivery issues at your address.
If you need additional support with your order, just email support@vancatuk.com with your name and order number, and our team will be happy to help.
Only part of my order has arrived. What can I do?
If your order weighs over 25kg, it’ll usually be split into two or more parcels so everything can be lifted safely by your delivery driver (and you!).
Sometimes, this means your parcels might arrive separately. If any remaining parcels haven’t turned up by the next working day, please send us an email at support@vancatuk.com with your name and order number, and our team will be happy to investigate further.
My product has arrived damaged, what should I do?
We’re really sorry to hear your order has arrived damaged! 😿
Although we carry out thorough quality checks before your parcel leaves our warehouse, accidents can sometimes happen in transit.
If you’d like to request compensation*, please email support@vancatuk.com within seven days of purchase with your full name, order number, and clear photos showing:
- The external packaging
- The internal packaging
- The DPD parcel label
- Any damage to the box and product
- A full image of the product itself
All of the above are required for us to process your claim. Consult our Refund Policy for more information.
*Compensation is proportionate to the damage or litter lost. Eligible refunds will be processed within 3-5 working days.
Can I cancel my order?
Orders can only be cancelled if they have not been processed and dispatched. If you wish to cancel, please contact us at support@vancatuk.com as soon as possible with your full name, order number, and the reason for cancellation.
We’re known for our speedy dispatching, so please don’t hesitate if you’ve made an error with your order.
When will I receive my refund?
Eligible refunds are processed within 3-5 working days and should show in your account within this period. Consult our Refund Policy for more information.
If more than five working days have passed and your refund hasn’t appeared, please contact us at support@vancatuk.com and we’ll investigate on your behalf.
Can I make a return or exchange?
Yes. Though we’re confident you’ll be happy with your purchase, if you wish to return or exchange an unopened item, you can do so by securely shipping it back to us. Please note that we do not cover return shipping costs, and items must arrive safely in their original packaging.
For full details on returns, refunds, and exchanges, please see our Refund Policy.
How does VanCatUK package my order?
Your cat’s goodies will be delivered in a sturdy double-walled cardboard box marked with fragile tape, so everything stays safe in transit. Most orders up to 25kg arrive in a single parcel, though heavier items may be sent separately to make handling easier for both you and the delivery driver.
We love seeing your deliveries arrive! Share them with us on social media by tagging @VanCatUK on Facebook, Instagram or TikTok.
Shipping Queries
How long does delivery take?
We pride ourselves on our speedy dispatch, so we aim to process and dispatch orders within 24 hours on working days* (though it’s often much quicker). Parcels are processed until 13:00 on working days, all orders placed after 13:00 are processed the next business day.
Estimated delivery times:
- Zones A & B: 1–3 working days*
- Zone C: 2–4 working days*
- Zone D: 3–5 working days*
*Excludes weekends and bank holidays.
Delivery times may vary depending on availability, location, and factors outside our control. During bank holidays please allow an extra day for delivery. During the Christmas period, please allow an extra two working days.
How much does delivery cost?
We offer FREE delivery across most of mainland UK (Zones A & B) when you spend £25 or more.
For most orders under £25, a standard delivery fee of £3.95 applies. Delivery costs vary by delivery zone and parcel weight, with higher rates for Zones C and D due to the nature of our products and the costs associated with shipping them long distances from our base in Dover. Read our Shipping Policy for a full breakdown.
Shipping costs are automatically calculated at checkout, so you’ll always see the exact total before placing your order.
I’m in Zone C or D, what does this mean for me?
If you’re in Zones C or D, unfortunately, free delivery doesn’t apply, so standard shipping fees will be added to your order. Find the postage cost for your delivery in the table listed on our Shipping Policy page.
If you have a pet store local to you, please feel free to recommend our products (or provide them with our email address trade@vancatuk.com) and we’ll do our best to include them in our trade program so you can shop our products locally.
Not sure which zone your postcode falls into? Check out our postcode map on our Shipping Policy page.
Need more support on this? Drop us an email at support@vancatuk.com, and our team will be happy to help.
Your VanCatUK Account
I can’t log onto my account
Having trouble logging in? Don’t worry, we can help! Please double-check the spelling of your email and password. Don’t forget to check your junk folder and your device's password manager!
If you still can’t gain access, please email support@vancatuk.com and include the full name and email address your account is linked to. Our team will get you back into your account as quickly as possible.
I forgot my password. What can I do?
Don’t worry, it happens to the best of us! You can reset your password by clicking the “Forgot your password?” link on the login page and following the instructions sent to your email.
If you run into any issues, just email support@vancatuk.com with the full name and email address your account is linked to, and our team will help get you back into your account quickly and safely.
Is my personal data safe?
Absolutely! We are GDPR compliant, and your details are safe with us. For full information on how we handle your personal data, please review ourPrivacy Policy.
Can I delete my account?
While we will be sad to see you go, we can, of course, help process account deletion requests. Please contact us at support@vancatuk.com from the email associated with the account you wish to delete to initiate account deletion.
Subscription Queries
Is there a subscription service?
Yes! Our easy-to-use subscription service means your cat’s litter can arrive automatically, so you never run out. You can pause, change, or cancel anytime!
What’s even better? Our subscriptions come with an exclusive discount, so you save money as well as time when you subscribe to our award-winning cat litter.
How does the subscription work?
It’s simple, select the litter which best suits your cat’s needs, calculate how much you’ll go through(see below or our usage guidelines), and choose a delivery frequency from the following options:
- Every 2 weeks
- Every month
- Every 6 weeks
- Every 2 months
- Every 3 months
Orders are delivered straight to your door, giving you one less thing to remember and making life that little bit easier!
How do I set up a subscription?
To subscribe, just add your chosen litter to your cart. Once in the cart, an option will appear below the product inviting you to ‘Upgrade to Subscription & Save’. Click this option to upgrade your order, then choose a delivery frequency from the drop-down menu.
Once subscribed, you can amend or pause your subscription at any time from the ‘Subscriptions’ tab inside your account area.
If you run into any issues, just email support@vancatuk.com and our team will help you get set up.
How much litter should I order on subscription?
How much litter you need depends on the size of your cat family and the number of their trays.
Our litter rule of thumb is to allow around 5-10kg of litter for each initial tray fill and about 5kg per cat for top-ups per month.
Example: If you have two cats and two trays, you’ll need 10-20kg to get started, and then you’ll need around 10kg on hand each month to top up after clump removal and keep your home smelling fresh. The bigger your trays, the more litter you will require, as a minimum of 7cm depth is essential for odour control and solid clumping.
Remember, with our award-winning clumping litter, you really don’t need to empty the entire tray as often as other litters. You just need to keep litter levels topped up to a minimum of 7cm after removing individual waste clumps.
Example subscription setups by product volume:
5.1kg Boxes
3 boxes, every 2 months (Ideal for one cat)
4 boxes, every 2 months (Ideal for two cats)
10kg/8.5kg Litter Bags
2 bags, every 3 months (Ideal for one cat)
4 bags, every 3 months (Ideal for two cats)
20kg Litter Bags
1 bag, every 3 months (Ideal for one cat)
2 bags, every 3 months (Ideal for two cats)
The Grey Series (G160 and G225) and the finer W180 series have the highest absorption capacities of our range. These litters may last a bit longer, though this may vary from cat to cat.
Can I change or cancel my subscription?
Of course! You always have complete control over your cat’s deliveries. You can easily pause, change, or cancel anytime from the ‘Subscriptions’ tab inside your account area.
Please note we are unable to cancel subscription deliveries that have already been dispatched. Please refer to the answers to our cancellation and refund questions listed above.
Can I use my discount code on a subscription?
Unfortunately, discount codes are not valid on subscription packages. However, they are available for use on a one time purchase.
If you’re an existing customer all you need to do is skip your subscription for this month and place a one time purchase order with the discount code. The discount code can be applied at the basket page and will show the deducted amount at checkout. To skip your subscription you will need to go to your account. Click subscriptions. Click onto your subscription and there will be an option to skip for this month.
If you’re a new customer, place a regular order and add your discount code at checkout. Then set up your subscription thereafter.
Need help with subscriptions?
If you have any questions about your ideal setup or just need a hand to get subscribed, please email support@vancatuk.com, and we’ll be happy to help.
Questions about our Litter
Which litter should I choose?
Our award-winning cat litter range combines top-quality clumping and odour control with unique features to suit every cat’s needs. Because every household is different, we offer a variety of options so you can find the perfect litter for your furry friend. To explore our different varieties in detail, click here. Or, take our quiz to find your home’s perfect litter match.
How do you use VanCatUK Litter?
Start by filling your tray to at least 7cm in depth – this seems like a lot, but trust us!
Your litter tray will never need to be completely emptied and changed, just scoop out the clumps and top up as required. Our litters have won awards for their outstanding hygiene levels.
After use, it takes just 5-10 seconds for the litter to form strong clumps that lock in odours, moisture, and bacteria. Scoop out the clumps and you’re good to go. Click here to watch the process in action.
Just be sure to give the litter a good mix when cleaning the tray, and always top it back up to the magic depth of at least 7cm.
How do I transition my cat over to a new litter?
If your cat is a little on the fussy side, it’s natural to be worried about accidents during a litter change. We recommend setting up a second litter tray filled with 7cm+ of our litter alongside your cat’s usual tray. In our experience, cats quickly change over to our litter due to the soft, diggable texture and reduced odour. We’ve had great feedback on this process. Feel free to reach out with any additional questions on support@vancatuk.com.
How much litter do I need?
The amount of cat litter you’ll get through is dependent on your cat’s habits and the size of your litter tray!
Our litter rule of thumb is to allow around 5-10kg of litter for each initial tray fill and roughly 5kg per cat for top-ups per month.
Remember, with our award-winning clumping litter, you really don’t need to empty the entire tray as often as other litters. You just need to keep litter levels topped up to a minimum of 7cm after removing individual waste clumps.
The bigger your trays are, the more litter you will need. A minimum depth of 7cm is essential for odour control and solid clumping.
Example: If you have two cats and two trays, you’ll need 10-20kg to get started, and then you’ll need around 10kg on hand each month to top up after clump removal and keep your home smelling fresh.
The Grey Series (G160 and G225) and the finer W180 series have the highest absorption capacities of our range. These litters may last a bit longer, though this may vary from cat to cat.
How do I use my discount code?
If you have a discount code you’d like to apply, you can enter it on the basket page before checkout, or in your ‘Order Summary’ on the checkout page.
What’s the best litter for kittens?
All of our litters are kitten-friendly, but our W180 and G160 varieties are especially perfect for little paws. They feature a smaller granule size, making them gentle on sensitive kitten feet while still delivering excellent clumping and odour control.
Kitten ‘business’ (💩) can be messier and smellier due to their immature digestive systems and sensitivity to diet, so using a specialised litter makes life much easier - for both you and your kitten! Many breeders use and recommend our litter exclusively for this very reason.
Our litter lets kittens dig, cover, and explore safely, helping them learn great litter habits from day one, while keeping your home fresher and cleaner from the very beginning.
Which litter is the most popular?
Our most popular series is the All-Rounder (W225), which comes in a wide range of scents. However, if you are more sensitive to odours or if your cat is known for leaving the tray extra smelly, we recommend our Odour-Locking Litter (G225), which is infused with activated carbon and offers our most powerful odour control.
Do you run promotions?
From time to time, we run exciting promotions. The best way to hear about this is by signing up for our mailing list by clicking here.
Do you do free samples?
To see our litter at its very best, you need a full tray, so we don’t offer samples. Small amounts just wouldn’t give you the full experience!
Let’s face it, life’s too short for a stinky litter tray. Sign up for our mailing list to receive an introductory discount and get started today.
Is this clumping cat litter?
Yes, all of our litters are designed to clump, locking in odours, moisture, and bacteria. To explore our different varieties in detail, click here. Or, take our quiz to find your home’s perfect litter match.
Does our litter work in a litter robot?
Yes! Our litter range performs very well in robotic litter trays thanks to its fine texture and strong clumps. We don’t recommend our largest granule, the W405, as it doesn’t filter through all robots as well as the rest of our range. Explore our litter varieties by clicking here.
Want to hear from our customers who also use litter robots? Check out our review page to see their feedback!
Is our cat litter biodegradable?
Our litter is made from 100% natural calcium bentonite, but it is not biodegradable. You can learn more about our litter and how it’s made here. Our litter is suitable for disposal in your general waste bin.
Is cat litter flushable?
You shouldn't flush cat poop or litter in the UK because it can cause plumbing blockages and spread harmful parasites, such as Toxoplasma, into the environment. Water treatment plants are not designed to remove these pathogens, which can then contaminate rivers and harm wildlife. Additionally, even litter marketed as "flushable" can expand and harden in pipes, causing costly clogs. Our litter is clay-based and must be disposed of in your general waste bin.
Can I mix litter varieties?
Some of our litters can be mixed, but it’s best to stick within the same series. For example, mixing a W225 with another W225 variant — unscented, scented, or active carbon — works fine.
Mixing different granule types and sizes (like W225 with G225 or G160 with G225) will reduce clumping ability and odour control, so we don’t recommend it. Stick to the same series to keep your litter performing at its best.
Do the scents put cats off?
Not at all! Our fragrances are 100% natural, mainly sourced from flowers, and very subtle. The scent is gently activated when the litter is used, rather than the whole bag smelling strongly, so it only works when you need it, your cat won’t even notice.
How strong are the scents?
Our scents are very subtle, they’re 100% natural, mainly sourced from flowers, and are only gently activated when the litter is used. Unlike some litters, the whole bag doesn’t smell strongly, so that it won’t overwhelm you or your cat.
Will our litter track?
Some tracking is inevitable, but our award-winning litter is designed to minimise it. VanCatUK litter has an excellent absorption capacity, soaking up to 4–5 times its volume, helping prevent wet litter from sticking to your cat’s paws.
Most of our customers say that after switching to VanCatUK, the benefits of improved odour control and reduced cleaning time far outweigh any minor increase in tracking.
For the fluffiest or messiest cats, we recommend our Long-Haired Cat Litter (W405), which features our largest-ever unscented granules. Heavier and less likely to stick to paws or thick fur, it helps reduce scatter and tracking around your home.
To help even more, we offer clever accessories like our litter tray with paw grille and raised sides, and our litter-catching mats, which are perfect for keeping your floors cleaner.
The product I want isn’t available. Can I still order it?
We’re sorry to hear the product you wanted has sold out! Sign up for an email notification directly on the product page, and we’ll let you know the moment it’s back, so you can grab it before it sells out again!
Do you have VanCatUK Stores?
We do not currently have stores however, our products may be available in your local pet shop. Explore our map of partnering businesses by clicking here.
If you are a wholesaler and want to stock our award-winning, premium cat litter, you might be interested in our Trade Programme, learn more about it here.
If you are local to our Dover Warehouse, you may be able to pick up your litter in person. Email support@vancatuk.com to enquire.
Can I use the litter outdoors?
We do not recommend keeping a tray of VanCatUK litter outside. Calcium Bentonite can capture moisture in the air, thereby reducing the product's efficacy in the tray.
Is the calcium bentonite clay mined sustainably?
Our calcium bentonite clay is found very close to the surface, so there’s no need for explosives or high-emission machinery during extraction. Once a site has been fully mined, our suppliers plant trees to restore the area and support the environment.