Política de envío

Last updated: 31 July 2026

This Shipping and Delivery Policy applies to orders completed and paid for directly through www.gatittostore.com.

Gatitto Store works with international suppliers, fulfilment centres, postal services and logistics partners to deliver orders as safely and efficiently as reasonably possible.

Some products may be dispatched directly by a supplier or fulfilment centre. The use of third-party logistics providers does not remove Gatitto Store’s responsibility for assisting customers with orders purchased directly through our website.

1. Contact information

For questions concerning processing, shipping, tracking or delivery, contact:

Gatitto Store
Website: www.gatittostore.com
Email: info@gatittostore.com

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

2. Countries and regions served

Gatitto Store may deliver to:

• Portugal;
• Spain;
• other European Union countries;
• the United Kingdom;
• Switzerland;
• Norway;
• other supported international destinations.

Delivery availability depends on:

• the destination country;
• the product;
• the supplier or fulfilment centre;
• transport restrictions;
• customs requirements;
• the address entered during checkout.

Where delivery is unavailable for a particular destination, the customer will normally be informed before completing the order or during order processing.

3. Order processing time

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

Processing may include:

• payment confirmation;
• fraud and security checks;
• stock verification;
• product separation;
• packaging;
• preparation of transport documents;
• dispatch to the carrier.

Processing may take longer during:

• promotional periods;
• public holidays;
• periods of unusually high demand;
• stock verification procedures;
• payment or security reviews;
• exceptional operational circumstances.

Business days generally exclude Saturdays, Sundays and public holidays affecting the relevant supplier, warehouse or carrier.

4. Payment confirmation

Processing begins after payment has been successfully confirmed.

Confirmation time depends on the payment method and may be affected by:

• the customer’s bank;
• the card issuer;
• the payment processor;
• fraud-prevention checks;
• incomplete or inconsistent billing details.

An order is not normally dispatched until payment has been approved.

5. Estimated delivery times

Estimated delivery times after dispatch are:

These estimates begin after dispatch and do not normally include the order-processing period.

Where a different delivery estimate is displayed on the product page or during checkout, the estimate presented before the order is submitted will apply.

6. Nature of delivery estimates

Delivery times are estimates rather than guaranteed delivery dates, unless Gatitto Store expressly confirms a specific guaranteed date.

Delivery may be affected by:

• customs procedures;
• carrier operations;
• destination-country restrictions;
• public holidays;
• severe weather;
• transport disruption;
• incorrect or incomplete delivery information;
• high parcel volumes;
• local delivery conditions;
• events outside our reasonable control.

Gatitto Store will nevertheless provide reasonable assistance and any mandatory remedy required under the consumer law applicable to the order.

7. Free standard shipping

Gatitto Store currently offers:

Free Standard Shipping on All Orders

No standard delivery charge will normally be added unless a different condition is clearly displayed before the order is submitted.

Free shipping applies to the standard shipping method selected or offered by Gatitto Store.

Optional services, where available, may have an additional charge, including:

• express delivery;
• priority shipping;
• special handling;
• remote-area delivery;
• another premium shipping option.

Any additional cost will be shown during checkout before payment.

8. Carriers and logistics partners

Orders may be delivered by:

• national postal operators;
• international postal operators;
• private courier companies;
• fulfilment partners;
• local last-mile carriers;
• logistics providers appointed by suppliers.

A parcel may be transferred between several carriers during international transport.

The company responsible for final delivery may therefore differ from the original international carrier.

9. Direct supplier fulfilment

Some products may be shipped directly from a supplier or fulfilment centre to the customer.

As a result:

• products from one order may be dispatched from different locations;
• more than one carrier may be used;
• products may arrive on different dates;
• multiple tracking numbers may be issued.

Direct supplier fulfilment does not require the customer to resolve delivery problems alone. Gatitto Store remains available to investigate orders purchased directly through our website.

10. Separate parcels

An order containing several products may be divided into multiple parcels.

Where this occurs:

• each parcel may have a separate tracking number;
• parcels may be dispatched on different dates;
• parcels may arrive at different times;
• delivery by one carrier does not mean all items will be delivered by that carrier.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

Customers should check all tracking references before reporting an incomplete delivery.

11. Tracking information

Once an order has been dispatched, the customer will receive a confirmation email containing tracking information where available.

The message may include:

• the tracking number;
• the carrier’s name;
• a tracking link;
• dispatch information;
• delivery updates.

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

12. Tracking activation

Tracking information may take several days to become active after dispatch.

During that 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 has not been dispatched.

Customers should allow a reasonable activation period before contacting support.

13. Tracking updates

Tracking updates are provided by carriers and may not appear in real time.

International parcels may remain without a new scan while they are:

• in transit between countries;
• awaiting customs processing;
• being transferred between carriers;
• entering the destination postal network;
• moving between distribution centres.

A temporary absence of tracking updates does not automatically mean that the parcel has been lost.

14. Customs procedures

International orders may be subject to customs clearance in the destination country.

Customs procedures may include:

• document verification;
• inspection;
• valuation;
• calculation of taxes or duties;
• requests for additional information;
• temporary retention;
• transfer to a local carrier.

The duration of customs processing is determined by the relevant authorities and cannot be controlled directly by Gatitto Store.

15. VAT within the European Union

For orders delivered within the European Union, VAT will be handled according to the rules applicable to the transaction, destination, order value and fulfilment location.

Where VAT is collected during checkout, the amount should be included in the total displayed before the order is submitted.

The precise VAT treatment may vary depending on:

• the delivery country;
• the location from which the goods are dispatched;
• the value of the consignment;
• the tax arrangement used for the transaction.

16. Customs duties and import taxes outside the European Union

Orders delivered outside the European Union, including certain deliveries to the United Kingdom, Switzerland, Norway or other international destinations, may be subject to:

• customs duties;
• import VAT;
• customs-clearance charges;
• carrier administration fees;
• other local taxes or charges.

Where such charges are not included at checkout and the customer was clearly informed before purchase, they may be payable by the recipient under the destination country’s rules.

The charges are determined by local authorities or the relevant carrier and are not set by Gatitto Store.

17. Charges displayed at checkout

Where taxes, duties or import charges are collected in advance, this should be disclosed during checkout.

The customer should be able to review, where applicable:

• product price;
• VAT;
• shipping cost;
• duties or import charges;
• total amount payable.

A customer should not be required to pay undisclosed mandatory charges arising from an error attributable to Gatitto Store or its fulfilment partner.

18. Customer responsibility for local charges

Where the checkout clearly states that customs duties, import taxes or local charges are not included, the recipient may be responsible for paying them.

Customers ordering from outside the European Union should review the import rules applicable in their destination country before placing an order.

For specific advice, contact the local customs authority.

19. Customs delays

Customs inspections may cause delays beyond the original delivery estimate.

Where a parcel is held by customs, the customer may need to:

• provide identification;
• provide proof of purchase;
• confirm the contents;
• pay a valid customs charge;
• respond to a carrier request;
• complete a local import procedure.

Customers should monitor tracking information and respond promptly to legitimate requests from carriers or customs authorities.

20. Fraudulent customs messages

Customers should be cautious about fraudulent messages claiming that a customs or delivery payment is required.

Before making any payment:

• verify the tracking number;
• confirm the carrier;
• use the carrier’s official website;
• check that the charge relates to the correct order;
• avoid suspicious payment links;
• contact Gatitto Store when uncertain.

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

21. Delivery delays

Occasional delivery delays may occur because of:

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

Where an order exceeds the estimated delivery period, contact info@gatittostore.com and provide:

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

22. Delivery investigations

Gatitto Store may open an investigation with the supplier or carrier when an order:

• is materially delayed;
• has not received tracking updates for an unusual period;
• appears to have been lost;
• is marked as delivered but cannot be located;
• has been returned without explanation.

An investigation may involve:

• reviewing tracking events;
• confirming dispatch;
• contacting the carrier;
• requesting delivery evidence;
• checking the address;
• identifying the final-mile carrier;
• confirming whether the parcel is being returned.

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

23. Missed delivery attempts

The number of delivery attempts depends on the local carrier.

After unsuccessful attempts, a parcel may:

• be held at a collection point;
• be stored temporarily at a delivery office;
• be redirected;
• be returned to the sender or supplier.

Customers are responsible for monitoring tracking and collecting the parcel within the period specified by the carrier.

24. Incorrect or incomplete address

Customers must provide a complete and accurate delivery address during checkout.

This includes, where applicable:

• recipient’s full name;
• street and building number;
• apartment or unit number;
• city;
• region;
• postcode;
• country;
• telephone number.

If an error is identified before dispatch, contact us immediately.

After dispatch, it may not be possible to change the address.

25. Reshipping costs caused by an incorrect address

Where a parcel cannot be delivered solely because the customer supplied an incorrect or incomplete address, reasonable additional shipping costs may apply to reship the order.

Any charge will only be applied after:

• the cause has been verified;
• the parcel has been located or returned;
• the customer has been informed;
• the cost has been disclosed.

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

26. Refused or uncollected deliveries

Refusing delivery or failing to collect a parcel does not always constitute a valid cancellation notice.

Customers wishing to cancel should send a clear statement to:

info@gatittostore.com

Where a parcel is returned because it was refused or not collected, we will review:

• whether a valid withdrawal notice was given;
• why the parcel was refused;
• whether the address was correct;
• any mandatory consumer rights;
• the costs that may legally be deducted.

No arbitrary deduction will be made from a statutory refund.

27. Parcel marked as delivered

If tracking states that a parcel has been delivered but the customer cannot locate it, the customer should check:

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

If the parcel is still missing, contact us promptly.

We may request delivery confirmation or other evidence from the carrier.

A delivered tracking status does not automatically prevent further investigation.

28. Lost parcels

Where a parcel appears to be lost, Gatitto Store may first investigate the shipment with the carrier.

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

• replacement;
• reshipment;
• an equivalent product with the customer’s agreement;
• cancellation;
• full refund.

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

29. Damaged parcels

Customers should inspect parcels promptly after delivery.

Where the package or product appears damaged, contact:

info@gatittostore.com

Provide, where possible:

• full name;
• order number;
• description of the damage;
• photographs of the outer packaging;
• photographs of the shipping label;
• photographs or video of the product;
• details of missing parts or accessories.

Evidence helps us investigate the issue but its absence does not automatically remove statutory consumer rights.

30. Incomplete orders

If part of an order is missing, first check:

• whether more than one tracking number was issued;
• whether the order was divided into separate parcels;
• whether another parcel is still in transit;
• whether a further dispatch email was received.

If no additional parcel is expected, contact us with the order details and the name of the missing product.

31. Risk during delivery

For consumer orders, the risk of loss or damage generally remains with Gatitto Store until the customer, or a person nominated by the customer, physically receives the goods.

This may differ where the customer independently appoints a carrier that was not offered by Gatitto Store.

The involvement of a supplier or third-party carrier does not automatically transfer transit risk to the customer.

32. Failure to deliver

Where delivery becomes impossible or the order is not delivered within the applicable contractual or statutory period, the customer may be entitled to an appropriate remedy.

Depending on the circumstances and applicable law, this may include:

• requesting delivery within an additional reasonable period;
• cancelling the contract;
• receiving a replacement;
• receiving a refund;
• exercising another available consumer remedy.

33. Refunds for delivery failure

Where non-delivery, loss or another logistics failure gives rise to a refund, the refund will normally be issued to the original payment method.

The time taken for the refunded amount to appear may depend on:

• the bank;
• card issuer;
• PayPal;
• Shopify Payments;
• another payment provider;
• the account’s billing cycle.

Gatitto Store will submit the refund without undue delay after the customer’s entitlement has been confirmed.

34. Cancellation before dispatch

Customers may request cancellation before dispatch by contacting:

info@gatittostore.com

Where processing can still be stopped, the order will be cancelled and the refund procedure will begin.

If the order has already been dispatched, the customer may need to:

• receive the parcel and request a return;
• follow the withdrawal procedure;
• refuse delivery only where expressly instructed.

Further details are available in the Returns and Refund Policy.

35. EU right of withdrawal

Consumers in the European Union generally have the right to withdraw from an online purchase within 14 calendar days after receiving the goods, subject to recognised legal exceptions.

The customer should communicate the decision to withdraw before returning the product.

Detailed instructions, return costs and refund conditions are available in the Returns and Refund Policy.

36. United Kingdom orders

Orders delivered to the United Kingdom may be subject to:

• import VAT;
• customs procedures;
• carrier administration fees;
• other import charges.

The exact treatment may depend on the order value, fulfilment location and tax arrangement used at checkout.

UK customers also retain the mandatory cancellation, delivery and product-conformity rights available under applicable UK consumer law.

37. Switzerland and Norway orders

Orders delivered to Switzerland or Norway may be subject to local:

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

Where these charges are not collected at checkout and have been properly disclosed, they may be payable by the recipient.

38. Other international destinations

For destinations outside the listed European markets, estimated delivery is generally 7 to 20 business days after dispatch.

Delivery availability and timing may vary based on:

• postal infrastructure;
• customs processing;
• local restrictions;
• carrier coverage;
• remote-area conditions.

Any delivery estimate displayed during checkout will prevail over this general estimate.

39. Purchases through external platforms

This policy applies only to purchases completed and paid for directly through:

www.gatittostore.com

Where a customer is redirected to an external marketplace, website or application and completes payment there:

• the external platform processes the order;
• its delivery terms apply;
• tracking is supplied by that platform or seller;
• delivery claims must normally be submitted through the place of purchase;
• refunds are processed by the party that received payment.

Gatitto Store may not have operational access to change or refund orders paid directly to another seller.

40. Changes to this policy

Gatitto Store may update this policy to reflect:

• changes to delivery destinations;
• new carriers;
• different fulfilment centres;
• changes to delivery estimates;
• customs or tax developments;
• operational changes;
• changes to Shopify services;
• legal or regulatory requirements.

Any updated version will be published on this page with a revised “Last updated” date.

Changes will not be used to retroactively reduce rights relating to orders already completed.

41. Contact us

For questions concerning processing, shipping, tracking, customs or delivery, contact:

Gatitto Store
Website: www.gatittostore.com
Email: info@gatittostore.com

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