Q. I placed an order but have not received tracking information.

A. We aim to ship in stock orders out within 1-3 business days, and 2-3 weeks for gold and custom pieces. Once an order has shipped, you’ll receive an email update with a tracking number. If you aren’t seeing the email - please check your Spam folder or reach out to our care team directly!


Q. What happens if I need to change or cancel my order?

A. Please email us at customercare@catorilife.com as quickly as possible and we will do our best to help cancel or adjust it, however, once an order is placed we cannot guarantee it’s cancellation.


Q. Do you ship internationally?

A. Yes! We ship worldwide. Shipping rates vary by location and are calculated at checkout. We offer a standard economy (USPS) and an expedited (UPS) method for most countries. 


Q. My order has been returned to sender, what happens now?

A. Please reach out to us as soon as you notice your package is being returned. There are a few reasons this happens, and we will work with you to ensure you are taken care of. If we receive an order returned to us without prior customer notification, we will get in touch with you to offer solutions.


Q. My order says delivered but I haven’t received it yet, what should I do?

A. If your tracking states delivered, but you have not received anything - please reach out to us directly within 5 days of “delivered” status. We also recommend contacting the local post office or courier service, checking around the property and with neighbors.

***If you have chosen to add our Route Insurance option to your order, you can file a claim directly with them here for fast and easy replacement order.


Q. My order hasn’t arrived yet, can you speed up the delivery process?

A. Once a shipment has left our warehouse, we don’t have control over how long it takes to arrive, and aren’t able to speed up the process. If a package stops tracking for more than 7 days for domestic delivery, or 20 days for international delivery - please do contact our care team customercare@catorilife.com


Materials & Care

Q. My jewelry is looking dull / tarnished, how can I shine it?

A. We've got a whole wealth of information on this! Please visit our Materials & Care page to get learn more.


Q. Can I swim in my jewelry / get it wet?

A. Absolutely (with one exception). Our collection is made from solid metals, and is safe to swim and shower in, however we do strongly recommend removing our gold vermeil chains before getting wet. Gold Vermeil is a wonderful choice for chains, but it isn't waterproof, and consistent water will shorten the life of your chain. 


Q. Do you offer half sizing?

A. We offer custom half sizing for our Gold, since it is custom made to order, but currently only offer full sizing for our Bronze and Silver offerings. If you are in between sizing, we do recommend sizing down, and we also offer free domestic exchanges so we can get your jewelry fitting you perfectly - at no cost to you!


Discount Codes, Sales, & Promotions

Q. Are there exclusions from sales or discount codes?

A. Yes. The Artifact Collection, Ritual Perfume Collection, Gift Sets, and sale collections are excluded from flash sales and discount codes.

Q. I made a purchase a few days before a sale, will you price match?

A. We are only able to honor our sale pricing during the specific time frame as advertised, and don't offer price matching outside of these flash sale times. While we would love to be able to provide a discount for everyone who placed their order before a sale or promotion, we do have to set some guidelines to ensure consistency and fairness to all customers and ourselves as a small business. We hope you understand!


Want more information? Read our full policies here!