Frequently questions

Do you need help?

We are here, how can we help you? Contact us at any time at shop@gattomattodesign.it.

Orders

To make an Order do I have to register?

To confirm your Order, you have to register on gattomattodesign.it. This means you can navigate on the Site freely checking the cost of the products, choose items to purchase or as a gift, modify your cart every time you want before purchasing. In addition to conclude the Orders, registered Customers can access the customized section “my account” to display the listing of all Orders, save multiple delivery addresses to save time on your next Order.

Can I make Orders by telephone?

Unfortunately not, to make an Order go on gattomattodesign.it. You can access our Site through your computer or Smartphone with complete freedom and safety.

Can I make Orders by e-mail?

Yes, you can send an Order request to shop@gattomattodesign.it indicating the selected articles on the Site, the color, the quality and the desired version from those indicated for that product. Our Customer Service will inform you about the availability of the product and the method of payment before confirming the Order.

I did not receive an e-mail confirming my Order

Even if it makes us sad that your account can be considered our e-mail as spam, sometimes some of our communications end up in the folder of undesired e-mail. Check into this folder to make sure it is not hiding them and add us to your list of contacts to ensure that this does not happen in the future. You can also check directly in the historical Orders within “My Account” section where the number of your Order is and check your e-mail address is correct. Conversely, if in this list there is no Order and your e-mail is correct, probably your Order was not carried out correctly and did not arrive. At that point you will need to repeat the Order again or to inform our Customer Service writing to shop@gattomattodesign.it fulfill the Order by e-mail.

Products

What happens if a product I order is finished?

Gatto Matto’s products are handmade by Italian craftsmen in Deruta, Umbria. Being productions in limited editions some products may not be available from time to time. Write to our Customer Service to shop@gattomattodesign.it indicating which product you are interested and we will contact you when it becomes available again in 15 days.

Can I change a product?

Obviously, to change a product you will need to contact our Customer Service to shop@gattomattodesign.it and they will help you to make the change. Since your satisfaction for us is fundamental, all changes are completely free within 15 calendar days.

How are Gatto Matto’s ceramics made?

Gatto Matto’s ceramics are made entirely by hand with Italian non-toxic raw materials, free from substances harmful to human health and the environment according to the European requirements for MOCA certification (Materials and objects in contact with food).

Are they microwave safe?

Naturally yes, the manufacturing process of Gatto Matto’s ceramics takes place in three steps, then through three firings that ensures our product a quality and safety unaltered over time making them suitable for microwave and dishwasher for domestic use.

Can they be washed in the dishwasher?

Naturally yes, the manufacturing process of Gatto Matto’s ceramics takes place in three steps, then through three firings that ensure our product a quality and safety unaltered over time making them suitable for microwave and dishwasher for domestic use.

Delivery

Where to deliver?

We delivery our Products throughout Italy and including its islands and in many European countries. You can find the complete list of countries to which we send by clicking here.

How much does shipping cost?

Shipping costs are calculated as on the Purchase Order. The basis cost for delivery in Italy is £8,00 VAT inclusive, while abroad is £10,00 VAT inclusive.

How long does it for my Gatto Matto to arrive?

The delivery in Italy including its island takes place within 24 hours from the time the Courier takes the package. Delivery in Europe takes place within 3-6 business days from the time the Courier takes the package, depending on the destination of the country.

How can I track down where my package is?

When your Order is ready to be shipped we will send you an e-mail confirming with all of the information needing to see where your package is, so that you can control directly on the website of the Courier. Normally, the search page of the package will be updated after 24 hours of confirmation of invitation.

Can’t find my package. What can I do?

We are very sorry that you ‘re still waiting for your package. Check where your package by using the search number. It may be that it was delivered to your neighbor. With the search number you’ll know exactly who received your package. Sometimes, if the Courier can ‘t find you for two attempts, they will leave a notice of the attempted delivery with the indication of a re-delivery. In any case, if you still can’t get news of your package, don’t worry, contact Customer Service by clicking here, will be happy to help you.

Refunds

How do I return a product?

We manufacture all our products with great care to ensure that our Customers remain satisfied with everything they buy on the Site, but in case you want to return something, it is very easy and completely free. Contact our Customer Service by clicking here and they will explain how to make the return.

When will I receive my refund?

Once we receive the returned of your Order, we will realize the refund as soon as possible. Payment will be made no later than 30 calendar days from the return of the product.

Do you change the product?

If you are not completely satisfied with the product or you want to change color, it is possible and totally free within 15 days. Write to us here and we will deal with everything.

You have received a wrong or damaged product?

Don’t worry, we’ll take care of everything, you can explain what happened by writing us to shop@gattomattodesign.it . If you received a broken or defective product, please send us some photos of it and contact us here. We will offer the best solution for you.

How many days do I have to return a product?

You have 15 calendar days starting from the day the Order was delivered to the address you have indicated during the purchase, to inform us that you want to return it. Once you have informed us of wanting to return it, you will have an additional 15 calendar days to handle the return. Past this period we reserve the right to not accept your request for a refund payment.

Payment

How can I pay?

Payment methods available currently including major credit and prepaid cards, paypal, bank transfer and cash on delivery. To know more, click here.

How can I make a complaint?

For us your opinion is very important. If you want to make a claim you may do so by sending an e-mail to shop@gattomattodesign.it .

When can I contact Customer Service?

From Monday to Friday from 9:00 to 12:00 and from 14:00 to 18:00.

Customization

How can I have a Customized Product?

We offer you two types of customization.

  1. You can choose a product from the online catalog of Gatto Matto and request customize modifications, such as a different color or the insertion of your company’s logo, a design or a quote. Just contact us here indicating the name of the chosen product, the color, quantity, quotation and any other helpful details and we will contact you to complete the Order.

  1. If you want to create an exclusive ceramic product, send us a detailed description of your idea here. Our creative team will be at your disposal to help you realize your exclusive product with a dedicate assistance and quality assurance Made In Italy of Gatto Matto Design.

Re-seller

How can I become a Gatto Matto Re-seller?

If you are a shopkeeper, a commercial agent or a trader in the distribution of design, fine craftsmanship, organic and fair and solidarity and want to become our re-seller contact here to request the dedicated prices list and receive all the necessary information.

Why become a Gatto Matto re-seller?

Because you share the values of our company and want to offer your Customers the best quality of Made in Italy with a selection of safe, environmentally friendly, ethical and sustainable products, made in excellent ceramic art gifts.

Being a Gatto Matto re-seller means being able to offer your Customers original and customized products with a dedicated personalzation service and at the same time contribute concretely to support the Made in Italy.