• You have 28 days from the date you receive your order to return it for a refund.
• For most European countries, it can take up to 15-21 calendar days for your order to reach the warehouse and be processed. 
•  If you need a  RETURN FORM , you can download it here.
• All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
• We don’t offer exchanges – all accepted returns will be refunded.
• Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.

 

NOTE: All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.

Placing your return

To return items purchased from cato-moda.com, please use the Return Form available on our website. NOTE: We reserve the right to decline orders from individuals who have made more than six returns in the past 12 months. 

If you have any questions or concerns, feel free to email us at catomodacom@gmail.com.

 A charge of EUR 1.95 will be applied if you return an item after 14 days of you receiving it – this will be deducted from the total refund amount. 

Please see our Returns Policy for more info. 

 If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method. You’ll also need to place your return note.

 

Return Process:
1.Fill out the Return Form – Download and complete the return form,
including your bank account details for the refund.
2.Ship the Return – Send the package to our return address (provided on
the return form).
3.Processing Time – Once we receive your return, please allow 7-10
business days for processing.
4.Refund – Refunds will be issued within 30 days to the bank account
provided in the return form.
For any questions, please contact our customer support. 

 

Waiting for your refund

It can take up to 21 calendar days* from the day after you dropped off your return for it to reach our warehouse and be processed (this depends on your carrier and the country you’re returning from). We’ll let you know once that’s done – you’ll receive an email with all the details about your refund.

If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel. 

After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing that account is still open.

If you paid for delivery, this would only be refunded for cancelled orders under the 2011/83/EC (Consumer Rights Directive) or if the item was faulty.

If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.

What is your returns policy?

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product.
Nothing in this Returns Policy affects your statutory rights.

You have 28 days from the day of delivery to return an item to us for a refund. The refund will be issued to your original payment method.

A charge of EUR 1.95 will be applied if you return an item after 14 days of you receiving it – this will be deducted from the total refund amount. 

For all returns, we aim to refund you within 14 days of receiving the returned item. If for some reason you are unable to return an item to us within the above timeframe, please get in touch – but we can’t promise we will accept it.

 

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

• Underwear if the hygiene seal is not intact or any labels have been broken.
•  jewellery if the seal has been tampered with or is broken.

It’s fine to try an item on like you would in a shop, but please don’t wear it too long. If an item is returned to CATO in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, CATO won’t be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.

CATO will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – way, waaay more than even the most loyal CATO customer would order or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

Want to exchange an item?

We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!

 

Need a return Form?

Click here if needed, print a return form..