FAQ – FREQUENTLY ASKED QUESTIONS

Catvera

Welcome to the Catvera Frequently Asked Questions page.

Our goal is to provide clear information and the best possible shopping experience. If you don’t find the answer to your question, please contact our Customer Service.

Question 1: How long will I wait for my order?

Answer:

Estimated order processing times are as follows:

• Order processing time: 1–2 business days
  
• Delivery time (Poland): 6-10 business days
  
• Delivery time (EU): 6-10 business days
  

Estimated total delivery time:

• Poland: 6-10 business days
  
• EU: 6-10 business days
  

Detailed information can be found in our Shipping Policy.

Question 2: Do you offer free delivery?

Answer:

Yes. We offer free delivery within Poland and to selected European Union countries.
Details are available in the Shipping Policy.

Question 3: Where is Catvera located?

Answer:

Catvera is a brand serving customers in Poland and the European Union.
We operate as an online store, which allows us to offer competitive prices and a wide selection of products.

Question 4: What should I do if I receive a defective product?

Answer:

If you receive a defective or non-compliant product, please contact us.
According to EU law, you have the right to complain, exchange, repair, or get a refund.
Details can be found in the Refund and Complaints Policy.

Question 5: Can I cancel my order after placing it?

Answer:

Yes, it is possible to cancel the order before it is shipped.
Please contact Customer Service immediately.

Question 6: What is the return policy?

Answer:

According to EU law, you have the right to withdraw from the contract within 14 days of receiving the product, without giving any reason.
Detailed information can be found in the Refund Policy.

Question 7: When will I receive my refund?

Answer:

After receiving and inspecting the returned product, we will process the refund.
Returns are made within a maximum of 14 days, using the same payment method, unless otherwise agreed.

Question 8: Are the products covered by a warranty?

Answer:

Yes. All products are covered by the seller’s liability for conformity of goods with the contract, in accordance with EU regulations.
Details are available in the Return Policy.

Question 9: How can I contact Customer Service?

Answer:

You can contact us through the Contact page or by sending an email to:
📧 info@catvera.com

Question 10: Do you ship orders internationally?

Answer:

Yes. We ship within Poland and selected European Union countries.

Question 11: Do you have a physical store?

Answer:

No. Catvera operates exclusively as an online store, which allows us to offer better prices and a wide selection.

Question 12: Can I place a wholesale order?

Answer:

Yes, for details please contact Customer Service.

Question 13: What is the product exchange process?

Answer:

Information about product exchanges can be found in the Return Policy.

Question 14: How can I track my order?

Answer:

After your order is shipped, you will receive an email with a tracking number that allows you to monitor the delivery status.

Contact details

Store name: Catvera
Address: Starogardzka 119/44, Straszyn, 83-010, Pomeranian, Poland
Email: info@catvera.com
Phone: +48 795676887
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM

We usually respond to messages within 1–2 business days.