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Delivery & Returns

FREE delivery to the UK mainland on all orders worth £50 or more.

Carriage

  • Orders for £50 and over will be delivered free of charge to the UK mainland – all the items must be ordered in one transaction and be delivered to one address.
  • Orders worth less than £50 to the UK mainland will be charged £4.75 carriage per delivery address.
  • All deliveries to Northern Ireland and all the UK islands (Isle of Man, all Scottish Islands, Channel Islands, Scilly Isles and Isle of Wight) will be charged £10 carriage per order.
  • Only one carriage charge will be applied to an order, even if there is more than one consignment.
  • Please contact us directly, by phone or email if you wish to order from outside the UK.

 

Collect from store

  • You can choose to collect your order from one or our stores (Bath, Bristol or Cardiff) - this service is offered free of charge.
  • Please check the appropriate box on the checkout page when you're asked to choose a delivery option.
  • Please allow up to 3 days for your order to be available at your chosen store - it will probably be sooner.
  • We will contact you when the goods are available.
  • To avoid fraud please bring a printed copy of your shipping note, the credit / debit card used to pay for the goods and proof of ID.
  • If someone else is collecting the order on your behalf please give them some documentation confirming the arrangement (an email is acceptable), they will also need a printed copy of the shipping note and proof of ID.

 

Deliveries

  • We aim to deliver to the UK mainland within 5 working days (working days are Monday to Friday, excluding Bank Holidays). 
  • Deliveries to the Scottish Highlands, Northern Ireland and all the islands may take a day or two longer.
  • Orders received by 4.00pm will usually be delivered a day quicker than orders received later on the same day.
  • We only deliver Monday to Friday.
  • For your own peace of mind we require a signature on delivery.
  • Please contact us for a quote if you require a quicker delivery, or delivery on a specified day or time.
  • If there is a delay with your order we will contact you to explain the situation, you may at this stage want to:-

                               a) Cancel your order.

                               b) Select alternative products.                                                                                                                             

                               c) Continue with your order which we will despatch as soon as the stock is available.

 

Returns & Refunds

  • We hope you will be pleased and satisfied with your purchases, however, in the unlikely event that goods are faulty, not as described or not fit for purpose, we will refund or exchange in accordance with your legal rights.  Please report the matter to us immediately, either by email, fax or phone Web Sales on 029 2022 7899 (Mon-Fri 9.30am – 5.30pm).
  • In addition to your legal rights above, our voluntary returns policy is as follows:-  If you are not happy with your purchase for any reason we will offer a refund or exchange on condition that the item is:

                                a)  Unused
                                b)  In a resaleable condition as new and in the original packaging
                                c)  Returned within 30 days of purchase
                                d)  Not a special order [non-stock item]
                                e)  Is an unopened foodstuff

  • Before returning any items please phone (029 2022 7899) or email us to request a returns number.  We will need to know your order number, the item reference and your reason for the return. 
  • To avoid damage in transit please pack items to be returned in the original carton and similar outer packaging as that in which you received the goods.
  • Items delivered damaged must be reported to us within 3 working days of receipt of delivery and may be returned to us within 28 days for a refund.  Please contact us before returning the goods.
  • Unless otherwise requested all goods to be returned should be addressed to: Customer Returns, Kitchens Catering Utensils Ltd, 14 High Street, Cardiff. CF10 1AX.
  • Alternatively you can personally return items to any one of our stores, please take your invoice details together with the item to the store.
  • Refunds cannot be given for items purchased with Gift Vouchers – such purchases will receive Gift Vouchers to the value of the refund.