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Shipping, Refunds & Returns

Shipping, Refunds & Returns Policy

1. Shipping Policy

1.1 Shipping Methods

We offer the following shipping methods for our customers in the United Kingdom:

  • Standard Shipping

  • International Shipping

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1.2 Order Processing Time

Orders are typically processed within 1-2 business days. However, during peak seasons or due to unforeseen circumstances, processing times may be longer. We will make every effort to notify customers of any delays.

1.3 Shipping Charges

Shipping charges are calculated based on the total order value and the selected shipping method. Customers can review shipping costs during the checkout process.

1.4 Order Tracking

Once your order is shipped, you will receive a tracking number via email, which you can use to track your package's delivery status.

1.5 Shipping Restrictions

  • We currently only ship within the United Kingdom.

  • Certain items may be subject to shipping restrictions or additional fees, as indicated on the product page.

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2. Returns and Exchanges

2.1 Return Eligibility

We want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be eligible to return or exchange it under the following conditions:

  • The item(s) must be in unused, undamaged, and resaleable condition.

  • You must initiate the return process within 10 days of receiving your order.

  • Personalized or custom-made items may not be eligible for returns unless they are defective or damaged.

2.2 Return Process

To initiate a return or exchange, please follow these steps:

  • Contact our customer support team online to request a Return Authorization (RA) number.

  • Package the item(s) securely, including a copy of your original packing slip or invoice.

  • Clearly mark the RA number on the outside of the package.

  • Ship the package to the address provided by our customer support team.

2.3 Refund or Exchange

Upon receiving the returned item(s) and verifying their condition, we will process your refund or exchange as follows:

  • Refund: The purchase price, minus any applicable shipping charges, will be refunded to the original payment method.

  • Exchange: We will ship the exchanged item(s) to you according to our standard shipping policy.

2.4 Return Shipping Costs

Customers are responsible for the cost of return shipping, except in cases where the item is defective or the return is due to our error.

3. Contact Information

If you have any questions or concerns about our shipping and returns policy, please contact us at: info@catena.mba

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