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FAQ and Delivery

Shopping

Where do you deliver?

We currently deliver to United States, United Kingdom, Australia, France, Canada, Italy, Spain and Switzerland.

Deliveries to above countries areas take an 14-30 working days. And the order will be shipped within (Business days)3 Days.


Do you have to register an account with CATAILER to place an order?

No, you can buy as a guest.  


How do I know if my order has been received?

We will send a confirmation email to your dedicated email account after you have placed an order.


How can I pay for my purchases?

You can place an order using any of the following payment methods, including:
A. We accept Visa, MasterCard and American Express, as well as JCB and UnionPay UnionPay credit cards.
Remarks: UnionPay is temporarily unable to use the debit card, only credit cards.
B. Paypal
C. Apple Pay
D. Google Pay
** Since the bank that handles credit card transactions is located overseas, some local banks may charge approximately 0.8%~1% of cross-border service fees from your credit card.
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Are my details secure?

We take the security of your information seriously, that is why we have implemented technology and security policies, procedures and measures to protectthe personal information we store on behalf of our customers, from unauthorised access, misuse, alteration, and loss.

Email can be intercepted as it travels in the Internet. Please do not send sensitive information, such as credit card numbers, via email.


What I want is not available on the website?

You can contact our customer service.


 

Delivery


Where do you deliver?

We currently deliver to United States, United Kingdom, Australia, France, Canada, Italy, Spain and Switzerland.

Deliveries to above countries areas take an 14-30 working days.


Can I specify a delivery date and time when ordering?

You can contact our customer service, who will deal with the specified delivery date and time for you as soon as possible and it may charge additional fee.


When will my order be delivered?

The order should arrive within 14-30 working days. Delveries to remote areas may take additional 5-7 days for the order to arrive.


Do I have to be there to sign for delivery?

The courier will call you on the day that the order is delivered. If nobody is at home that day, the order can be left at your concierge at your request.


 

Support & Refund


What are your office hours?

Our office hours are between Monday to Friday : 10am - 7pm and Saturday : 10am - 2pm


Can I return a product, exchange it or get a refund?

Return & Refund Policy

To help you enjoy shopping at Catailer, we have a Return & Refund Policy. This Return Policy is applicable to Catailer Online Purchase Orders ONLY and not for purchases at any physical store. If you do not like the products that you order, we are pleased to offer 14-day return or refund policy for items in their “Good Condition”.

We gladly accept returns for anyCatailer purchased product(s) within 10 days of the date of receipt for Hong Kong and Overseas customers (*except Mainland China Customer) . Orders must be in “Good Condition”. Once we have received your return, your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

 

“Good Condition” means that the merchandise is:

  • Still in its original packaging with all certificates, warranties, authenticity cards, original invoice and gift intact;
  • The item is found intact with original purchase condition.
 

Please note that some items cannot be returned due to their product nature. These ‘Excluded Items’ include:

  • All engraved products, Made-to-Order products, Product provided by partner(Partner's Product) and T-Shirt and Food products cannot be returned or refunded.
  • Merchandise invoiced as ‘non-refundable, non-exchangeable’.

Return or exchange of Excluded Items may be accepted at the discretion of Catailer, such as in the case if you received the item damaged. Please contact Customer Service immediately should this occur.

This Exchange Policy is applicable to Catailer Online Purchase Orders ONLY . We offer exchange service if the items in following conditions. (*Except Non-refundable & Non-exchangeable items)

 

  • Products must in “Good Condition” with no damaged in any way.
  • To exchange a product, the product must be available to purchase on Catailer Eshop and its price must be higher or equal to the original order amount.
  • The customer will have to pay the difference in price if s/he selects a product of a higher price.
  • If you have purchased any items with any discount offered by a joint promotion or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Catailer shall be dealt with in accordance with the terms and conditions of the relevant companies.