Frequently Asked Questions

No worries, we know the feeling in we invite you to come visit us at Century 21, Unit 3, Grand Ocean Plaza. We can show you how it works, help you install our Apps and show you some tricks on how to get the best online deals. CLICK HERE to book a time with us.

It depends on the scenario.

If the marketplace you want to buy from is integrated with our Apps then everything happens through our Mobile Apps and Browser Extensions. Once you download one of our Apps you will be able to login and shop within the Apps. Our website is therefore more about creating an account and getting general information about our business.

If the website you want to buy from is NOT yet covered by our Apps you can then directly buy/pay on that website and then visit our Custom Order page to inform us about the arrival of your parcel, and to pay your logistics fees in advance.

We usually need 2 to 4H to confirm an order and source it from the concerned seller. If your product may go out of stock within the next hour or so then you have 2 options:

1: Check via the live chat if a member of our team is available to process your order in express mode.

2: Book a physical meeting with us and we will handle your sensitive purchases live together.

3: You buy it yourself. Then you use our Custom Order Page to inform us about the arrival of your parcel and pay the related fees.

Our Mobile App and Browser extension are designed to read the shopping cart page of our supported marketplaces. To get our App to popup again just visit the shopping cart page of Amazon or Zalando or other marketplaces that you are browsing.

If you are already on the shopping cart page of the marketplace and our App still is not showing up, please contact us to get help or to request us to integrate this new website.

Our online payments are processed by Stripe.com, one of the greatest online payment provider. They usually accept a great number of cards but it happens that some cards may be refused because of:
1: The amount is too large for your card limit
2: Your card is not supported by Stripe
3: Your bank is blocking online foreign purchases

But do not worry, we always have at least 2 solutions for each single problem. Here is what you can do:
1: Contact us via the our form or live chat to pay using a different method. We may accept Bank Transfers, PayPal, Bitcoin and other methods.
2: Book a physical meeting with us in Gibraltar to pay by card via terminal or by cash.

Ctailer Gibraltar is operated by Sundance Enterprises S.L, a duly registered Spanish company specialized in warehousing and logistics, currently running the uStore-it Franchise in La Linea.

Depending on the payment method used, one of the following the descriptor may appear on your card statement:

  • Sundance Enterprises
  • Ctailer Sundance
  • Ctailer.com

Not necessarily. You just need to add your products to the shopping cart of the marketplace and our App will take it over from there. As soon as you add a product to your cart you will be prompted to chose to continue shopping on that marketplace, or to transfer your selection to Ctailer checkout process. In some cases, you may have to open a free account with a given marketplace, but you should not order through that account and instead forward your products to our App.

For marketplaces with which we have not, or can not integrate in an automated way, we have a “customer order page” where you can enter the details of your product and we will order and arrnage the delivery for you.

Yes of course. That said cross-border returns are costly and complicated. We usually need 5 days to assist with a managed return and we chare a £10 fee per return. Import duties and taxes back to the country of origin may apply, but we do our best to assist with the returns that are worth returning.

Our costs include various fees that are necessary to pay in order to solve the cross-border logistic issues. We cover currency exchange and transaction fees, import duties and taxes as well as various logistics related costs. Our fees transparent and displayed on our pricing page and during the checkout process. We also offer a subscription model for frequent buyer, in order to reduce the costs per parcel.

In our urban pickup points, like in Gibraltar, we usually start to charge €1 per extra day after the first 2 days of storage. In suburban pickup point like in our Hub in La Linea, we are able to offer free storage for the first 7 days. For voluminous or heavy items they have to be picked up as soon as possible or contact us to arrange for mid-term storage.