FAQs

    Effective Date: 1/3/2026

    Welcome to Ketalleya! Below you’ll find answers to some of the most commonly asked questions. If you can’t find the information you’re looking for, feel free to contact us directly at support@ketalleya.shop.

    1. What products do you sell?

    At Ketalleya, we offer a wide range of home decor and floral arrangements. Our products include:

    • Artificial floral arrangements
    • Handmade bouquets
    • Decorative items such as vases, cushions, and framed art
    • Seasonal decor for holidays and special events

    All of our products are carefully selected to add beauty and charm to your home or office.

    2. How can I place an order?

    Placing an order on our website is simple:

    1. Browse our collection and add the items you’d like to purchase to your cart.
    2. When you’re ready to checkout, go to your cart and click on “Checkout.”
    3. Fill in your shipping and payment details to complete your order.

    After your order is placed, you’ll receive an email confirmation with your order details.

    3. What payment methods do you accept?

    We accept a variety of payment methods to make your shopping experience as convenient as possible. These include:

    • Credit Cards (Visa, MasterCard, American Express)

    All payments are securely processed, ensuring your data is protected.

    4. Is it safe to shop on your website?

    Yes! Shopping on Ketalleya is completely safe. We use encryption and secure payment gateways to ensure that your personal and payment information is kept private. We take your security seriously and follow best practices to protect your data.

    5. Do you offer free shipping?

    Yes, we offer free standard shipping on all orders over 200 PLN. For orders under 200 PLN, a flat rate shipping fee of 20 PLN applies. You will see the shipping cost during checkout before you complete your order.

    6. How long will it take for my order to arrive?

    • Handling Time: Orders are processed within 0 – 1 business day.
    • Transit Time: After shipping, delivery typically takes 3 – 5 business days depending on your location.
    • Total Estimated Delivery: The total estimated delivery time (handling + transit) is 3 – 6 business days.

    If there are any delays, we will notify you via email.

    7. Can I track my order?

    Yes, once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package through the carrier’s website.

    8. Do you ship internationally?

    At the moment, we offer shipping within Poland and select international destinations. If you are located outside of Poland, please contact us directly to confirm if we can ship to your country.

    9. Can I change or cancel my order after placing it?

    If you need to make changes or cancel your order, please contact us as soon as possible at support@ketalleya.shop. If the order has not yet been processed or shipped, we will make the necessary adjustments. Unfortunately, once an order has been shipped, we are unable to modify or cancel it.

    10. What is your return policy?

    We offer a 30-day return policy. If you’re not completely satisfied with your purchase, you can return it within 30 days of receiving the product. Please ensure that the item is in its original condition and packaging. For more information, please read our full Return and Refund Policy.

    11. How long will it take to get a refund?

    Once we receive your returned item, we will inspect it and process your refund. Refunds are typically processed within 7 days of receiving the returned product. The refund will be issued to the original payment method.

    12. What should I do if my item arrives damaged or defective?

    If your item arrives damaged or defective, please contact us immediately at [insert contact email] with photos of the damaged item and packaging. We will either replace the item or issue a full refund, including any return shipping costs if applicable.

    13. Do you offer gift cards?

    Currently, we do not offer gift cards. However, we are continuously working to improve our services and may introduce gift cards in the future.

    14. Can I purchase items in bulk for events or businesses?

    Yes, we offer bulk purchasing options for weddings, corporate events, and businesses. Please contact us at support@ketalleya.shop with your requirements, and we will provide pricing and availability.

    15. How can I contact customer support?

    You can contact our customer support team by:

    If you have questions about a return or would like to handle a return in person, please visit us:

    Store Name: Ketalleya
    Address: Biskupowa 788, Białka 34-220, Poland
    Email: support@ketalleya.shop
    Phone: +48 573 780 510
    Store Hours (Central Time):

    Mon & Sun: 10:00 AM – 7:00 PM
    Tue – Thu: 10:00 AM – 8:00 PM
    Fri – Sat: 10:00 AM – 9:00 PM