Faq

IS IT NECESSARY TO REGISTER TO BUY?

No, it is not necessary to register. Still, we advise you to do so to simplify the purchase procedure and access some advantages (tracking the shipment, saving your data for subsequent purchases, news and preview initiatives).

WHEN WILL MY ORDER BE SHIPPED?

Catco Group is committed to guaranteeing the shipment in the shortest possible time. We indicate always shipping costs in the product sheets. In the case of customised items or items made specifically for you, the shipping times are estimated by our Customer Care Team who will take care to keep you updated on the status of processing and shipping. Before purchasing an item, always check the shipping times indicated in each product sheet.

I HAVE PURCHASED PRODUCTS FROM DIFFERENT CATEGORIES IN THE SAME ORDER. WHAT HAPPENS?

Your products will be delivered with a dedicated shipment for each category. Always check the shipping times indicated in each product sheet.

CAN I MODIFY OR CANCEL MY ORDER?

Once the order has been confirmed, and payment process, it's usually not possible to modify or cancel the order. If you have changed your mind right after the order or within 24hrs we can probably still cancel the order and refund you. Contact with the utmost urgency our customer care. We recommend you check the details of your order before proceeding with payment. However, you can decide to return the order within 14 days of delivery when conditions apply -see return policy-.

WHAT ARE THE SHIPPING COSTS?

Shipping costs may be charged to the customer. In this case, they are always indicated in the order summary, before the payment confirmation.

WHO DELIVERS MY ORDER?

Catco Group uses the best international shippers and couriers to deliver to over 150 countries. You will always be informed at the time of shipment and on the expected delivery date of your orders to guarantee you punctual and safe service.

CAN I RETURN AN ITEM I HAVE PURCHASED?

You can return any product purchased on Catco Group within 14 calendar days from the date of delivery of the products themselves.

Items must be returned intact, in the same condition in which they were received, with the labels and their original packaging included. Personalised products, products made to order, vintage or high jewellery products cannot be returned, except for products that show apparent damage or imperfections. Returns that do not meet these requirements will not be accepted.

For more information, see the Returns and Refunds section.

I HAVE RECEIVED A DEFECTIVE PRODUCT. WHAT SHOULD I DO?

You can inform us about the defect of one of the products you have purchased by writing an email to our Customer Care service: info@catcogroup.com. We will notify you of the procedure to follow to replace your item.