Last updated: 31 July 2026

These Frequently Asked Questions apply to orders completed and paid for directly through www.gatittostore.com.

What are your delivery times?

Orders are normally processed within 1 to 3 business days after payment confirmation.

Estimated delivery times after dispatch are:

Orders may arrive sooner.

Delivery times are estimates and may vary because of customs procedures, public holidays, carrier operations, adverse weather or other exceptional circumstances.

Where a different delivery estimate is shown on the product page or during checkout, that estimate will apply to the order.

Is shipping free?

Yes. Gatitto Store currently offers:

Free Standard Shipping on All Orders

No minimum purchase is required unless a different condition is clearly displayed before checkout.

Optional express, priority or special-delivery services may have an additional charge where available.

How can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing tracking information where available.

The email may include:

• the tracking number;
• the carrier’s name;
• a tracking link;
• information about the parcel’s current status.

Use the tracking number on the carrier’s official website to monitor the delivery.

For assistance, contact:

Email: info@gatittostore.com

My tracking number is not working. What should I do?

Tracking information may take approximately 2 to 5 business days to become active after dispatch.

During this period, the tracking page may show:

• no result;
• an invalid number;
• label created;
• information received;
• parcel not yet scanned;
• no movement.

This does not necessarily mean that the parcel was not dispatched.

If the tracking number is still not working after this period, contact info@gatittostore.com and provide your order number.

I have just placed my order. When will I receive my tracking number?

Orders are normally processed within 1 to 3 business days after payment confirmation.

Once the parcel has been dispatched and tracking information is available, you will automatically receive an email.

In some cases, the carrier may take a few additional days to activate the tracking number.

Where are your products shipped from?

Gatitto Store works with suppliers, warehouses and fulfilment partners located in different regions, including:

• Europe;
• Asia;
• North America.

The dispatch location depends on:

• product availability;
• the delivery destination;
• the supplier responsible for the product;
• the fulfilment centre selected for the order.

Products from the same order may be shipped from different locations.

Which countries do you ship to?

We currently ship to:

• Portugal;
• Spain;
• most European Union countries;
• the United Kingdom;
• Switzerland;
• Norway;
• selected international destinations.

Shipping availability is confirmed during checkout.

Some products may not be available for delivery to every country because of legal, customs, carrier or product-specific restrictions.

Why did I receive only part of my order?

Some orders are divided into separate parcels when products are dispatched from different suppliers, warehouses or fulfilment centres.

As a result:

• products may arrive on different dates;
• different carriers may be used;
• more than one tracking number may be issued;
• one parcel may arrive while another is still in transit.

Check all dispatch emails and tracking references before reporting an item as missing.

Do you have a physical store?

No. Gatitto Store currently operates exclusively online.

We do not have a physical shop or collection point for customer orders.

Products are delivered to the address provided during checkout.

Can I collect my order from your business address?

No. Any business or registered address displayed in our legal information is not automatically a retail shop, collection point or returns address.

Do not send or deliver products to any address before receiving return instructions from Customer Support.

What should I do if my product arrives damaged, defective or incorrect?

Contact us as soon as reasonably possible at:

Email: info@gatittostore.com

Please provide:

• your full name;
• order number;
• the product affected;
• a brief description of the issue;
• photographs of the product;
• photographs of the parcel and shipping label;
• a short video, where useful.

Our Customer Support team will review the case and provide an appropriate remedy under the consumer law applicable to the order.

Depending on the circumstances, this may include:

• repair;
• replacement;
• exchange;
• price reduction;
• cancellation;
• refund.

The absence of photographs or video does not automatically remove your statutory consumer rights.

Are your products covered by a warranty?

Yes.

Consumers in the European Union benefit from the statutory legal guarantee applicable to goods that are defective, not as described or otherwise not in conformity with the sales contract.

EU consumers generally benefit from a minimum two-year legal guarantee, although national law may provide additional protection.

Depending on the circumstances, the available remedy may include:

• repair;
• replacement;
• price reduction;
• cancellation of the contract;
• full or partial refund.

Any commercial or manufacturer warranty is additional to the customer’s statutory rights and does not replace them.

Can I return a product because I changed my mind?

Gatitto Store offers a voluntary 30-day return period for eligible products.

The product should normally:

• be unused, unworn and unwashed;
• remain in substantially the same condition in which it was received;
• include its tags, accessories and components;
• be returned in its original packaging whenever reasonably possible;
• be accompanied by proof of purchase.

Different conditions may apply to the statutory 14-day right of withdrawal and to products that are defective, damaged or incorrect.

Consult our Returns and Refund Policy before sending any product.

What is the EU 14-day right of withdrawal?

Consumers whose orders are delivered within the European Union generally have the right to withdraw from most online purchases within 14 calendar days, without giving a reason.

For goods, the period normally begins when the consumer, or a person nominated by the consumer, receives the products.

To exercise this right, send a clear cancellation statement before the deadline to:

info@gatittostore.com

After notifying us, the products must normally be returned within the applicable legal period and in accordance with the instructions supplied by Customer Support.

Certain products may be excluded from the withdrawal right where a recognised legal exception applies.

Who pays the return shipping costs?

For a change-of-mind return, the customer may be responsible for the direct return shipping cost where this was clearly disclosed before purchase and applicable law permits it.

Gatitto Store will cover reasonable return costs where the product is:

• defective;
• damaged;
• incorrect;
• incomplete;
• not as described;
• otherwise not in conformity with the order.

Do not arrange or pay for return shipping before receiving instructions from Customer Support.

How do I request a return?

Send an email to info@gatittostore.com and provide:

• your full name;
• order number;
• product to be returned;
• reason for the return;
• date of delivery;
• photographs or videos, where relevant.

After reviewing the request, we will provide:

• the correct return address;
• return instructions;
• packaging guidance;
• any required return reference;
• information about return shipping costs.

Do not return products to the address printed on the original parcel unless Customer Support specifically instructs you to do so.

Can I exchange a product?

Where appropriate, Gatitto Store may offer a direct exchange or replacement.

In many cases, the fastest process is to:

1. request the return of the original product;
2. receive the return instructions;
3. place a separate order for the replacement item.

Availability depends on current stock.

You will not be required to accept a replacement, voucher or store credit where applicable law gives you the right to a monetary refund.

How long does a refund take?

Approved refunds are normally submitted to the original payment method without undue delay.

They are usually initiated within 10 business days after approval, subject to any shorter mandatory legal deadline.

After the refund is submitted, your bank, card issuer or payment provider may require additional time before the amount appears in your account.

If more than 15 business days have passed since the refund was approved, contact:

info@gatittostore.com

Will the original delivery cost be refunded?

Where an EU consumer validly exercises the statutory right of withdrawal, Gatitto Store will generally refund:

• the price paid for the returned products; and
• the cost of the least expensive standard delivery method offered for the order.

Additional charges resulting from the customer choosing an express or premium delivery option do not normally have to be refunded.

Because standard shipping is currently free on eligible orders, there may be no original delivery charge to reimburse.

Can sale or promotional products be returned?

Sale and promotional products remain covered by mandatory consumer rights.

A discounted product may generally still be returned under the statutory right of withdrawal unless a recognised legal exception applies.

Discounted products also remain protected where they are:

• defective;
• damaged;
• not as described;
• otherwise not in conformity.

Any additional voluntary return conditions will be stated in the Returns and Refund Policy.

Are any products excluded from change-of-mind returns?

Certain products may be excluded where permitted by law, including:

• personalised or custom-made products;
• goods that deteriorate or expire rapidly;
• sealed hygiene or health-protection products after the seal has been broken;
• certain unsealed digital, software, audio or video products;
• goods that have become inseparably mixed with other items;
• certain immediately supplied digital content;
• other products covered by a statutory exception.

An exclusion from change-of-mind returns does not remove rights relating to products that are faulty, damaged, incorrect or not in conformity.

How can I contact Customer Support?

You can contact Customer Support at:

Email: info@gatittostore.com

Our team aims to respond within 24 to 48 business hours.

Response times may be longer during public holidays, weekends or periods of unusually high demand.

Can delivery be delayed?

Yes. Occasional delays may occur because of:

• customs inspections;
• carrier operational delays;
• adverse weather;
• public holidays;
• strikes or transport disruption;
• high parcel volumes;
• remote-area delivery;
• exceptional international events.

Although some circumstances may be outside our direct control, Gatitto Store will continue to assist with orders purchased directly through our website.

What should I do if my order is delayed?

If your order has exceeded the estimated delivery period, contact:

Email: info@gatittostore.com

Provide:

• your full name;
• order number;
• email used for the order;
• tracking number;
• delivery address;
• a brief description of the issue.

We will investigate the shipment with the carrier or fulfilment partner.

An investigation will be conducted within a reasonable period and will not be used to delay a legally required remedy indefinitely.

Can I cancel or modify my order?

Contact us as soon as possible at:

info@gatittostore.com

If the order has not entered fulfilment or been dispatched, we may be able to:

• cancel it;
• correct the address;
• modify selected information;
• update the products, where operationally possible.

Once the order has been dispatched, an immediate modification may no longer be possible.

Customers may still exercise any applicable statutory cancellation or return rights.

What if my order does not arrive?

Contact info@gatittostore.com if your order has not arrived within the estimated period.

We may investigate with:

• the supplier;
• the fulfilment centre;
• the international carrier;
• the local delivery company.

Where loss or permanent non-delivery is confirmed, the available solution may include:

• replacement;
• reshipment;
• an equivalent product with your agreement;
• cancellation;
• full refund.

You will not be required to accept store credit where a monetary refund is legally due.

My tracking says “delivered,” but I have not received the parcel. What should I do?

Check:

• reception or concierge;
• household members;
• neighbours;
• safe-place locations;
• parcel lockers;
• local collection points;
• delivery notices;
• the address shown in the order confirmation.

If the parcel cannot be located, contact us promptly.

We may request delivery evidence from the carrier and open an investigation.

A “delivered” tracking status does not automatically prevent further review.

I entered the wrong delivery address. Can it be corrected?

Contact us immediately after identifying the error.

If the order has not been dispatched, we will attempt to correct the address.

After dispatch, a change may not be possible and will depend on the carrier.

Where a parcel is returned solely because the customer supplied an incorrect or incomplete address, reasonable reshipping costs may apply after the cause and amount have been communicated.

No additional charge will apply where the error was caused by Gatitto Store, its supplier or the carrier.

Will I have to pay customs duties or import taxes?

The answer depends on:

• the delivery country;
• the dispatch location;
• the order value;
• whether VAT or duties were collected during checkout;
• the local customs rules.

For European Union deliveries, VAT will be handled according to the rules applicable to the transaction.

Orders delivered to the United Kingdom, Switzerland, Norway or other non-EU destinations may be subject to:

• import VAT;
• customs duties;
• customs-clearance fees;
• carrier administration charges.

Where these charges are not included in the checkout total and this was clearly disclosed before purchase, they may be payable by the recipient.

Why is my parcel being held by customs?

International parcels may be held temporarily for:

• document verification;
• physical inspection;
• customs valuation;
• tax calculation;
• requests for proof of purchase;
• import-compliance checks.

The duration of customs processing is determined by the destination authorities.

Monitor the tracking information and respond promptly to legitimate customs or carrier requests.

Contact info@gatittostore.com if assistance with order documentation is required.

How can I avoid fraudulent customs or delivery messages?

Before making any payment:

• verify the tracking number;
• confirm the carrier’s name;
• access the carrier’s official website directly;
• confirm that the charge relates to your order;
• avoid suspicious links;
• contact Gatitto Store when uncertain.

Gatitto Store will not request online-banking passwords, full card-security information or one-time authentication codes by email.

Are payments secure?

Payments are processed through secure payment providers integrated with Shopify.

Available methods may include:

• Shopify Payments;
• Visa;
• Mastercard;
• American Express;
• PayPal;
• Apple Pay;
• Google Pay;
• Shop Pay;
• other methods displayed during checkout.

Payment availability varies by country and transaction.

Gatitto Store does not normally receive or store complete payment-card numbers or card-security codes.

How is my personal information used?

Personal data may be used to:

• process orders;
• confirm payments;
• organise delivery;
• provide tracking;
• handle returns and refunds;
• respond to Customer Support enquiries;
• prevent fraud;
• comply with legal obligations;
• improve the website;
• send marketing communications where legally authorised.

Further information is available in the Privacy Policy and Cookie Policy.

Can I unsubscribe from marketing emails?

Yes.

You may unsubscribe by:

• selecting the unsubscribe link in a promotional email; or
• contacting info@gatittostore.com.

You may continue to receive essential non-promotional communications concerning:

• orders;
• payments;
• deliveries;
• returns;
• refunds;
• account security;
• support requests.

Why shop with Gatitto Store?

Free shipping on all orders

Enjoy free standard shipping on every eligible order, with no minimum purchase requirement unless otherwise stated during checkout.

Tracked delivery

Eligible orders include tracking information so that you can monitor the parcel after dispatch.

Tracking availability depends on the carrier, destination and shipping service.

Secure payments

Payments are handled through established and encrypted payment providers integrated with Shopify.

European consumer protection

Purchases are protected by the mandatory consumer rights applicable to the customer, including statutory withdrawal and product-conformity rights where relevant.

Dedicated Customer Support

Our Customer Support team is available before and after your purchase at:

info@gatittostore.com

We aim to respond within 24 to 48 business hours.