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Frequently Asked Questions

Here you will find the answers to the most frequently asked questions and everything else you may need to shop at Gato Preto. Get answers to all your questions about deliveries, online shopping, payments, returns, among others.

1. Shipping

There are two shipping methods available: Home Delivery or Store Pick-up. For more information click here

The delivery time varies according to the delivery method and products acquired. For more information click here

Shipping with store pick-up is always free of charge.
Home delivery cost varies according to product type and/or delivery location. For more information click here

When making a purchase, please ensure that you have availability to receive the item. If delivery is unsuccessful due to unavailability of the recipient, additional charges may apply for a new delivery attempt. Ensure successful delivery by being attentive and available to receive your order. If you cannot be available on the expected delivery date, contact the carrier as soon as possible. Please bear in mind that, depending on the stage of order processing, changing the date may not be possible.

No. Deliveries are made according to the country where your order is being placed; meaning:
Purchases made in the Portugal website --> Delivery within Continental Portugal and the Islands
Purchases made in the Spain website --> Delivery within Peninsular Spain and the Baleares Islands
Purchases made in the France website --> Delivery within Continental France

2. Purchases

No. It is only possible to change products or the delivery address of your order up until the moment you finalize your purchase.

You can track the status of your order in your personal area, under the "My Orders" Menu. In addition, the carrier will also send you information about the delivery date of your order.

No. You must return the product after receiving it.

We recommend that you always check the condition of your order when you receive it. If you detect any abnormalities, please state them on the delivery note, photograph the damage and report them immediately via our online form. Only then can we accept claims for manufacturing damage or damage caused during transport.

3. Payments

The payment methods available online are: Visa Credit Card, MasterCard, Paypal, MB WAY, Multibanco Reference (Portugal), ONEY (Portugal) and Klarna (Portugal and Spain).

Situations related to credit payments, should be handled with the creditor from your store.

The fastest way will be to contact one of our physical stores. Find your store here.
The Multibanco reference will be sent via email and can also be check in your personal area, under "My Orders".

The Multibanco reference is automatically canceled if the payment is not made within 48 hours after placing the order. After this period you will have to place a new order.

You can access your invoice at any time in your personal area, Menu "My Orders", in the details of each order. The invoice will only be available after your order is shipped or after it is received in the store.

No. After the order is completed it is not possible to change the billing data of the order.

4. Returns

The deadline for returning your order is 14 days after receiving it. Christmas products and products that have been used or incorrectly handled/applied by the customer cannot be returned. To know the procedure and more information click here

After receiving the product and checking its condition, the refund of the product's value will be made within 14 days, through the same method of payment used (shipping costs will not be refunded). To know the procedure and more information click here

No. At this time it is not possible to exchange items ordered online. Nor is it possible to exchange offered products.

5. Product

The warranty on a Gato Preto product is 2 years, valid from the date of purchase and upon presentation of the invoice.
Excluded from the scope of the warranty are products that have been misused or incorrectly handled/applied by the customer.
For any further questions, go to one of our stores or contact us through our online form

Yes, the online store prices are the same as the physical stores, except in online exclusive campaigns, which will be properly identified.

6. More Information

Yes, you can do it in your personal area under "My Personal Information".

Learn more on our page dedicated to professionals: GATO PRETO BUSINESS

The fastest way is to contact one of our physical stores. Find you store here.
You can also contact us through our online form.