Frequently Asked Questions (FAQ)
Processing Time & Shipping Conditions
| When will I receive my package? |
| The processing time depends on the product ordered. For our bowl risers, please allow a processing time of 2-3 days, as these are custom-made for you.
For deliveries within Germany, the delivery time is usually 1-2 business days. If we ship to an EU country, the standard delivery time is 3-7 business days. The exact delivery time may vary depending on the destination country. If you need more information, you can also check the delivery times directly with our shipping partner DHL. |
| How are packages shipped? |
| We ship all packages with DHL. |
| Can I track my order? |
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Of course! You will receive an email from us with your tracking number. As soon as your package is with our DHL partner, you will immediately receive an email with all relevant information. If it is a letter shipment, there is no tracking number. DHL shipping within Germany can take 3-4 business days. Please contact us immediately if you have not received your goods! |
| Where do you ship? |
| Of course, we ship not only within Germany but also within the EU. You can find more information here: https://catlouri.com/pages/versandbedingungen |
Shipping and Payment Conditions
| What shipping costs will I incur? |
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If we ship within Germany, you pay no additional shipping costs. Shipping within the European Union depends on the weight of the package: Padded envelopes up to 0.3kg: €2.50 Package up to 2kg: €14.49 Package up to 5kg: €16.49 |
| What payment methods do you offer? |
| We offer various payment methods, including PayPal, Klarna, Mastercard, Apple Pay, Visa, Sofortüberweisung, etc. All payments are processed by third-party providers. Here is more information about Klarna: https://catlouri.com/pages/versandbedingungen |
Damaged Goods - What now?
| My order arrived damaged |
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We always pack our packages very carefully. Nevertheless, it can happen that the goods are damaged during transport. Should this be the case, please report the damage to DHL at: https://www.dhl.de/schadensanzeige-online The form is super easy to fill out + be sure to attach photos. Afterwards, you will receive an email from DHL. Please forward this email + a brief description of what happened to us: catlouri@gmx.de and we can record the damage accordingly and process the claim. |
| The goods contain a defect? |
| Please send us an email immediately after receiving your order: |
Returns
| By when do I have to return my order? |
| You have 14 days after receiving your order to return the goods. To do this, send us a revocation by email: catlouri@gmx.de https://catlouri.com/policies/refund-policy |
| Who bears the return costs? |
| The direct costs of returning the goods are borne by the buyer. |
| What should you pay attention to when returning an item? |
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Please avoid damage and contamination of the goods. Please return the goods in their original packaging with all accessories and all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please ensure adequate protection against transport damage with suitable packaging. Always keep your tracking number! |
| I want to return my personalized bowl riser. Is that possible? |
| The right of withdrawal does not apply to contracts for the supply of goods that are clearly tailored to the personal needs of the consumer. This means that personalized bowl risers are excluded from returns. Further information can be found here: https://catlouri.com/policies/refund-policy |
| Can I return unpacked goods? |
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If the item is returned in its original condition, we will refund 100% of the purchase price for returns within the specified period. Please note that we cannot refund the full purchase price for items that are damaged or used. This also applies if the return is made within the withdrawal period. The exact amount of the refund depends on the condition of the returned item, i.e., any possible damage or signs of use. If you would like to know in advance what refund amount you can expect, please contact us before returning the item. You can reach us by email at catlouri@gmx.de. |
| When will I receive my refund? |
| The refund will always be made to the originally chosen payment method and will be initiated immediately after the items have been checked. The refund can take up to 10 days. |