FAQ
Q: How long will it take for my order to be shipped?
We typically process and ship orders within 1-3 business days. Once shipped, delivery times vary depending on your location and the shipping method chosen at checkout. For more details please visit our page Shipping.
Q: Do you offer international shipping?
Yes, we offer international shipping to select countries. Shipping rates and delivery times vary depending on the destination. Please refer to our Shipping policy for more information.
Q: How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment through our carrier's website.
Q: What should I do if my package is lost or damaged during shipping?
In the rare event that your package is lost or damaged during shipping, please contact our Customer Service team or write us an Email to service@katomatto.com with your order number immediately. We will work with the carrier to resolve the issue and ensure that you receive a replacement or refund as quickly as possible.
Q: What is your return policy?
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return it within 14 days of receiving it for a full refund or exchange. Please note that the item must be unused and in its original packaging to be eligible for a return. For more details please visit our page Returns & Refunds.
Q: How do I initiate a return?
To initiate a return, please contact our Customer Service team with your order number, purchase date and list of requested return item(s). We will provide you with instructions on how to return the item and process your refund or exchange promptly upon receiving the returned item.
Q: Are there any items that cannot be returned?
Yes, items that have been used or damaged by the customer. Please refer to our Return policy for more information on eligible returns.
Q: Who is responsible for return shipping costs?
The customer is responsible for return shipping costs unless the return is due to an error on our part or a defective product. In such cases, we will provide a prepaid return label for your convenience. Please Contact us for details.
Q: What payment methods do you accept?
We accept all major credit cards, including Visa, and Mastercard. We also offer alternative payment methods such as PayPal and Apple Pay for your convenience.
Q: Do you offer gift-wrapping services?
Yes, we offer gift-wrapping services for an additional fee. During checkout, you will have the option to add gift wrapping to your order and include a personalized message for the recipient.