Frequently Asked Questions


How Do I Return My Order?

To return an item, please email customer service at we will provide you with a prepaid shipping label.

Return shipping charges will be paid by Caterline.

All returns must be postmarked within fourteen (14) days of the purchase date. All returned items must be in new condition, with all original box and labels attached.


When Will My Order Be Despatched?

As the manufacturer, we are in the advantageous position of being able to replenish our stocks before they run out and our aim is to get your order despatched to you as fast as possible with our designated 24 hour courier service.

Orders are collected from our factory between 2pm and 3pm Monday To Friday.

* Orders are despatched same day if ordered before 2pm and will be delivered on a Next Day service.

* If your order is received after 2pm then it may take up to 48 hours to be delivered to you.

* Orders placed before 2pm on on a Friday should be delivered on Saturday.

* Orders received after 2pm on Friday may not be despatched until the following Monday as our warehouse does not operate over the weekend.

In order to avoid any disappointment we would always suggest allowing as much time as possible for delivery from placing your order as inevitably sometimes couriers can get delayed !

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)

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.

I Have Received My Delivery But It Is Damaged?

If your delivery is damaged in any way, please could you contact 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.

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 and we will endeavour to locate your parcel.

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 and provide all reference details for your order, your name, address and when you placed the order.

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.

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.

Damaged Products

I have received my products but some are damaged / cracked

Please email us on with all the order details (including reference numbers) and photos of damaged products within 48 hours from time of delivery and we will be happy to refund or replace the items.

The Environment

Is Plastic Harmful To The Environment?

We are all of course saddened and shocked to see the devastating effects of plastics being littered into our oceans and our countryside but the challenge is to get this material to be disposed of properly so it can be re-used to create environmentally conscious packaging that protects our food.

At Caterline we manufacture all of our products from food grade rpet sheet that contains a minimum of 40% post consumer recycled plastic ( 10% more than the Government directives being introduced in April 2022. Our platters can be hand washed and reused many times over and then placed in the recycling bins - for further information please click on to our Environment page

Plastic offers great protection and is proven to prolong the life of its contents and will only cause harm if it is not disposed of in a responsible way.

Why is Using Recyclable Material Better for The Environment Than Compostable or Biodegradable Material?

If you can recycle or “re-use” omething it is far better than disposing of it. I can understand that consumers think that something made from compostable materials such as plant starch is good for the environment because it will decompose but the fact is that this is encouraging landfill and disposal rather than re-use. The other misconception about compostable materials is the time they take to degrade, this isn’t days or weeks it is in fact several months or even years and biodegradable materials take even longer! The other issue with anything that promotes disposal instead of recycling or re-use is that this product then has to be replaced which requires more plants or trees to be cut down which causes further harm to the environment. At Caterline, we recognise that some customers want access to other forms of packaging and so we do try to source ethical alternatives but as manufacturers and recyclers of plastic we are passionate in our belief that this is still the most sustainable resource there is.

  • Microwavable

    Re-usable and Cost Saving

  • Compostable

    We Love our Earth & keep it Green

  • Recyclable

    We care for and love our environment

  • ISO Certified
    ISO Certified

    Quality & Safety Assurance in our production process

  • FPA Member
    FPA Member

    Food Packaging Association Member