FAQs

Last Updated: April 20, 2025

Welcome to our Frequently Asked Questions. Here you’ll find answers to the most common questions about our products, orders, shipping, returns, and more.

🖼️ Product Information

What kind of artwork do you sell?
We offer canvas wall art featuring cat-themed designs in various sizes and styles. All prints are mounted or ready to hang, depending on the listing.

Are the prints framed?
Some items are framed, and others are canvas wraps or posters. Each product description clearly states the format.

Can I request a custom size or design?
At this time, we do not offer customization. All available sizes and styles are listed on the product pages.

🚚 Orders & Shipping

Where do you ship?
We currently ship within the United Kingdom only.

What shipping options are available?

Standard Delivery (Free): 2 to 4 business days
Express Delivery (£10.00): 1 to 3 business days via FedEx

How long does it take to process an order?
Orders are typically processed within 1 to 2 business days.

How can I track my order?
Once your order is dispatched, you’ll receive a confirmation email with a tracking number. You can also use our Track Your Order page.

🔄 Returns & Refunds

Can I return an item?
Yes, returns are accepted within 30 days of receiving your order. Items must be unused, in original packaging, and include proof of purchase.

Do I have to pay for return shipping?
No, return shipping is free for all eligible items.

How do I start a return?
Email us at Support@Catwela.com with your order number and reason for return. We’ll provide instructions and a prepaid return label.

When will I get my refund?
Refunds are issued to your original payment method within 1–3 business days after we receive and inspect your return. It may take 5–10 working days to reflect in your account.

📦 Damaged or Incorrect Orders

What if my artwork arrives damaged?
Please contact us within 30 days of delivery with your order number and photos of the damage. We’ll offer a replacement or refund.

I received the wrong item. What should I do?
Let us know within 30 days. We’ll arrange for the correct item to be sent and provide return instructions if needed.

🧾 Payments

What payment methods do you accept?
We accept major credit and debit cards, PayPal, and other secure payment options through Shopify Checkout.

Is my payment information secure?
Yes. Payments are processed by third-party providers like Shopify Payments and Stripe, which are PCI-DSS compliant. We never store your card details.

📨 Need More Help?

If your question isn’t answered here, feel free to get in touch:

Email: Support@Catwela.com
Phone: +44 0203 889879
Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)