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FAQ

Ordering & Shipping

What countries do you ship to?

We ship worldwide. If you can check out on our website, we can ship to your country.
Do you offer tracked shipping?

Yes. All orders ship with tracking. You’ll receive a tracking link once your order is dispatched.
Do you offer express shipping?

Express options depend on your location. If express shipping is available, you’ll see it at checkout.
How much does shipping cost?

Shipping cost depends on your location and the shipping option you choose. The exact price is shown at checkout before payment.
How long does delivery take?

Delivery time depends on your country and the shipping method selected at checkout. We dispatch orders quickly, then transit time varies by region.
When will my order ship?

We aim to dispatch orders as soon as possible after payment is confirmed. During busy periods, dispatch may take a little longer, but you’ll always get a shipping confirmation once it leaves.
Can I change my shipping address after ordering?

If your order hasn’t shipped yet, contact us as soon as possible and we’ll do our best to update it. Once an order is shipped, we can’t change the delivery address.
Can I change or cancel my order after placing it?

Yes, as long as your order hasn’t shipped yet. Once it’s shipped, cancellation is no longer possible.
How can I track my order?

Once your order is shipped, we’ll send you a tracking link by email. You can also track your order from your customer account if you created one.

Returns & Refunds

What is your return policy for EU customers?

If you live in the EU, you have a 14-day right of withdrawal after receiving your order.

Returned items must be unopened, unused, and in the original packaging. Return shipping costs are paid by the customer.
Can I return an order if I live outside the EU?

The EU 14-day right of withdrawal applies to EU residents only. If you live outside the EU and there’s an issue with your order, contact us and we’ll help you case by case.
What condition must items be in to be eligible for a return?

Items must be unopened, unused, and returned in the original packaging. If an item is returned in a different condition, we may not be able to accept the return.
Can I return a mystery box?

Mystery boxes can be returned only if they are unopened and in the original packaging.

Once a mystery box is opened, it cannot be returned.
What if my item arrives damaged or defective?

Contact us within 2 days of delivery and include clear photos of the packaging and the item. We’ll review it and work with you on the best solution.
When will my order ship?

Contact us first with your order number and the reason for the return. We’ll confirm eligibility and share the return instructions.
When will I receive my refund?

After we receive and inspect the returned item, we’ll process your refund. Timing can vary depending on your payment provider, but you’ll get a confirmation once it’s issued.
Can I change or cancel my order after placing it?

Yes, as long as your order hasn’t shipped yet. Once it’s shipped, cancellation is no longer possible.

Payment & Security

Is your website secure for online purchases?

Yes. Checkout is handled through Shopify’s secure, encrypted payment environment.
What payment methods do you accept?

Available payment methods depend on your location. At checkout you’ll see the options available for your country.
Will I receive a confirmation after ordering?

You can view all your orders at any time by logging into your customer account.

After placing an order, you will also receive an email confirmation with all order details.

Taxes & Customs

Do I need to pay taxes or customs duties?

If you are outside the EU, your order may be subject to
import taxes or customs fees. These are set by your country and are the
customer’s responsibility.
Are customs fees included in the item price or shipping cost?

No. Customs duties and import taxes are not included unless stated otherwise at checkout.

Contact & Updates

How can I contact customer service?

You can reach us by email or via the contact form on our website. If it’s about an existing order, include your order number so we can help faster.
What are your customer service hours?

We answer messages Monday to Friday during business hours (CET). If you contact us outside those times, we’ll reply as soon as possible.
Can I follow you on social media?

Of course! We love sharing our latest pieces, behind-the-scenes moments, and art inspiration.
Follow us here:

Facebook: https://www.facebook.com/CataCollect

Instagram: https://www.instagram.com/cata_collect
Do you have a physical store or showroom?

Not at the moment. We operate online only.
Where are you based?

Cata-Collect is proudly based in Belgium. Our main warehouse is located here, with optimized logistics that allow us to ship quickly and efficiently worldwide.