FAQ´s

Order & Delivery

Orders placed before 8:00 PM (GMT+01:00) are processed and prepared for shipment within 1–2 business days.

Our estimated delivery time is between 6–13 business days, depending on your location.
Please note that delivery times may vary slightly due to factors such as local postal services, international shipping routes, or customs delays.

At Querato, we always strive to ensure your luxury lighting arrives as quickly and safely as possible — carefully packaged and ready to illuminate your home.

Once your order has been shipped, you will receive an email confirmation containing a tracking link.
Simply click on the link to see the real-time status of your delivery — including where your package is and when it is expected to arrive.

At Querato, we make it easy to stay informed every step of the way, so you can look forward to receiving your luxury lighting with confidence and peace of mind.

We’re delighted to let you know that shipping is completely free on all orders, regardless of the order amount.

That means no hidden fees or surprise charges at checkout — you only pay for the luxury lighting you choose.

At Querato, we believe premium service should include free worldwide delivery, so you can enjoy elegant design and effortless shopping without any extra cost.

Tracking information becomes available once your package has been received and scanned by the shipping carrier.

Please note that there may be a short delay before the tracking updates appear online.
On average, shipping updates become visible 1–2 days after placing your order.

If your tracking link still doesn’t show any progress after this period, don’t worry — your luxury lighting is on its way. Simply check back later, or contact our customer service team for assistance.

If your tracking information shows that your order has been delivered but you haven’t received it, please follow these steps:

  1. Check your surroundings – Look around your property or ask your neighbors. Sometimes packages are left in a safe spot nearby or with someone next door.

  2. Contact the delivery carrier – In many cases, couriers provide additional details or a delivery photo showing where the package was left. Check your tracking link for this information.

  3. Reach out to our customer service – If you’re still unable to locate your package, please contact our Querato customer support team. We will immediately start an investigation with the carrier and make sure the issue is resolved as quickly as possible.

At Querato, we’re committed to ensuring every customer receives their luxury lighting safely and on time.

Ordering & Checkout

At Querato, we make secure and convenient payments a top priority. You can complete your purchase using any of the following trusted payment methods:

  • PayPal

  • Maestro (Debit Card)

  • Mastercard (Credit Card)

All payments are processed through secure and encrypted gateways, ensuring your personal information and transaction details remain completely protected.

Enjoy a smooth and worry-free checkout experience while shopping for your luxury home and garden lighting.

Our customer service team is available 7 days a week, from 9:00 AM to 5:00 PM (GMT+01:00), to answer all your questions and provide personal assistance.

You can easily reach us via email or Facebook Messenger — whichever you prefer.
Simply click here to contact us and fill in your details, and one of our friendly team members will get back to you as soon as possible.

At Querato, we’re dedicated to offering a premium customer experience, ensuring that every question is answered and every concern is handled with care.

Returns & Exchanges

Once we have received and processed your return, you will receive an email confirmation notifying you that your refund has been issued.

Please note that it may take up to 30 business days for the refunded amount to appear in your account, depending on your payment method and bank’s processing times.

At Querato, we handle all returns and refunds with the same care and attention we give to our products — ensuring every step of the process is smooth, transparent, and reliable.

If you’re not completely satisfied with your purchase, you can return your order within 30 days of delivery.

Simply contact our customer service team for detailed return instructions — we’ll be happy to guide you through the process. 😊

For more information about return conditions, packaging, and processing times, please visit our Return Policy page. 

At Querato, we want you to love every piece of your luxury lighting, and we make sure that returning an item is as effortless and transparent as the shopping experience itself.