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  • 08/08/2019
  • Online Shop
  • Comment

1. When Will My Order Be Despatched?

As a manufacturer, we are in the advantageous position of being able to replenish our stocks before they run out. Orders are usually despatched same day if ordered before 2pm and should then be delivered the following day.

If your order is received after 2pm then it may take up to 2 days to be delivered to you. If there are any issues that will delay despatch of your order then one of our operators will contact you directly to inform you of this and confirm whether you still wish to proceed with the order or require a full credit

In order to avoid any disappointment we would always suggest allowing 3 days for delivery from placing your order.

2. Can I Track My Order?

When you place your order, please ensure you leave an e-mail address and that your address and contact details are correct and once your order has left our factory you will then receive a confirmation message and a tracking number by e-mail.

If you click on the tracking number it will automatically take you to our couriers’ site and will give you a more up to date status on your delivery.
On the day of your delivery, you will received a further e-mail message confirming the approximate time of delivery so that you can hopefully be there to accept your parcel.

If you know that you wont be there to accept the delivery you can provide alternative instructions (i.e. leave at neighbours or leave behind the bin or gate)

3. A Card Has Been Posted Through My Door?

If our courier has been unable to deliver your product they will leave a card so you can contact them directly or go on line to reschedule your delivery.

4. I Have Received My Delivery But It Is Damaged?

If your delivery is damaged in any way, please could you contact enquiries@caterline.net Ideally we require a couple of photographs so we can take the issue up with our courier.
We will either send out immediate replacements or issue a full credit.

5. Someone I don’t Know has signed For My Delivery?

All of our courier drivers are fitted with GPS location equipment and any instance of deception can be investigated fully. Please contact enquiries@caterline.net and we will endeavour to locate your parcel.

6. I Have Paid For a Product But Haven’t Received My Order OrAny Notification?

If you haven’t received a tracking number within 24 hours, please contact our sales office. Email us at enquiries@caterline.net and provide all reference details for your order, your name, address and when you placed the order.

7. The delivery update states the courier could not find my address?

Please check to confirm the address stated on the dispatch email is what you keyed in. If correct, please contact the courier and give them any important information e.g. landmarks which will help locate your address.
If the address you provided is incorrect, the items will be returned to us. We will provide a refund and you can re-order for your package.

8. Are there any other costs I will incur?

If you order from outside the United Kingdom. You may be liable to pay a customs charge.