Shipping

Fast & Reliable Shipping for All Customers

At Catrinaz, we ensure a fast and reliable shipping experience for all our customers. Below are the details of our shipping services.

1. Shipping Times and Costs

Note: For Middle East deliveries, transit times may take longer due to customs and local processing delays.

2. Shipping Information

✅ Tracked Shipments: All orders are shipped with tracking for security and convenience.
✅ DHL Global Mail: Tracking information becomes available once the package arrives in Germany (typically 1-2 days).
✅ Shipping from Belgium:

• Orders from Belgium, France, and Germany are shipped directly from our Belgium warehouse within 24 to 48 hours after the order is placed.
• Orders placed before 12:00 PM will be shipped the same day.
• Orders placed after 12:00 PM will be shipped the next day.
• Weekend orders will be shipped on Monday.
  ✅ International Orders: The shipping time begins once the order reaches Germany, and tracking details will be available thereafter.

3. Pre-Orders

• Pre-order items will be shipped on the date specified below the order button on the product page.

4. Customs & Import Fees

• Catrinaz is not responsible for import or customs fees related to your order.
• Please check your country’s customs policies for any additional charges.

5. Late or Lost Orders

• Please ensure your delivery address is correct before placing an order.
• Catrinaz is not responsible for missing parcels due to:
  • Incorrect addresses provided by the customer.
  • Parcels left with neighbors or outside the house.
• If your order is missing or lost, please contact us immediately.
  • We will initiate an investigation with the courier.
  • Refunds cannot be processed for lost items until 20 working days after dispatch (Netherlands, Belgium, Germany) or 30 working days for international orders.

6. Tracking Shows Delivered, But I Never Received My Order

• This situation may occur when items are shipped to workplaces or large buildings.
• Often, the package might have been delivered to a different department, company, or colleague.
• You can request a Proof of Delivery certificate from the courier.
• Catrinaz does not refund orders that are tracked as delivered.
• We recommend shipping your items to a secure address.

7. Order Cancellations

• We use fraud detection filters that automatically cancel suspicious orders (e.g., mismatched billing and shipping addresses, multiple credit card attempts).
• If your order was canceled in error, please contact us, and we’ll resolve the issue promptly.

8. Uncollected Shipments

• Catrinaz is not responsible for uncollected shipments.
• If a package is returned to us due to non-collection, we will charge for re-shipping costs before resending the order.

9. Contact Information

For any shipping inquiries or questions, please feel free to contact us:

📍 Catrinaz (Ikoko bv)
📍 Kouter 119, 1785 Merchtem, Belgium
📧 Email: info@catrinaz.com