Shipping policy

Shipping Policy

Last updated: 19 July 2026

Delivery area

We currently deliver to addresses within the United Kingdom using Royal Mail and selected courier services.

Some services may not be available to Northern Ireland, the Channel Islands, the Isle of Man, the Scottish Highlands or the Scottish Islands. Additional charges or longer delivery times may apply to these areas.

Order processing

We aim to dispatch in-stock spare-parts orders placed before 1:00pm on the same working day.

Orders placed after 1:00pm will normally be processed on the following working day, subject to stock availability.

Working days are Monday to Friday and exclude UK public holidays.

Dispatch times are targets rather than guarantees. Special-order, manufacturer-direct and out-of-stock products may take longer.

Standard delivery

Standard delivery is charged at £6.00 excluding VAT (£7.20 including VAT).

Standard orders are normally sent using Royal Mail Tracked 48 or another suitable delivery service.

The estimated delivery time is 3–4 working days from dispatch.

Enhanced delivery

Enhanced delivery is charged at £14.50 excluding VAT (£17.40 including VAT).

Enhanced orders are normally sent by courier using an estimated 1–2 working day service.

Many enhanced-delivery orders arrive on the next working day after dispatch, but this is not guaranteed.

Enhanced delivery does not guarantee that an out-of-stock or specially ordered product will be available for immediate dispatch.

Tracking

Tracking information will normally be provided when the order has been dispatched.

Tracking may not become active until the parcel has been scanned by the delivery carrier.

Stock availability and back orders

Products shown on the website may be held in our own stock, ordered from a supplier or dispatched directly by a manufacturer or supplier.

If an ordered item is unavailable, we will contact you with the available options. These may include:

  • Keeping the item on back order
  • Accepting an alternative estimated delivery date
  • Removing the unavailable item from the order
  • Cancelling the affected item for a refund

Where an order contains several products, we may hold the order until all items are available or dispatch it in separate consignments.

Delivery estimates and delays

All quoted delivery periods are estimates unless we expressly agree otherwise in writing.

We are not responsible for delays caused by circumstances outside our reasonable control, including carrier disruption, severe weather, industrial action, supplier delays, customs processes, road closures or incorrect delivery information.

Please contact us if tracking shows an unexpected delay or if an order has not arrived within a reasonable period after the estimated delivery date.

Delivery address

You are responsible for providing a complete and accurate delivery address, postcode and contact telephone number.

Please check these details carefully before placing your order.

Additional delivery charges may apply where a parcel is returned or redirected because the address supplied was incomplete or incorrect, or where delivery could not be completed for reasons within the customer’s control.

Receiving and inspecting deliveries

Please inspect the parcel and goods promptly after delivery.

Where possible, record visible damage on the carrier’s delivery record and retain all packaging.

Please notify us promptly, and preferably within 24 hours of delivery, if:

  • The parcel is visibly damaged
  • An item is damaged
  • An item is missing
  • The wrong item has been supplied

Include your order number and clear photographs of the item, parcel, shipping label and packaging where appropriate.

Prompt notification helps us investigate the matter with the carrier. A failure to notify us within 24 hours will not automatically prevent a valid claim where the issue could not reasonably have been identified or reported within that period.

Do not dispose of the goods or packaging until we have confirmed that they are no longer required for inspection.

Lost parcels

If tracking indicates that a parcel has been delivered but you cannot locate it, please check:

  • The delivery address supplied with the order
  • Any safe place around the property
  • Reception, stores, loading bays or goods-in areas
  • Neighbouring premises
  • Any delivery photograph or carrier notification

Contact us promptly if the parcel remains missing so that we can raise an enquiry with the carrier.

Split deliveries and supplier-direct orders

An order may arrive in more than one delivery where products are dispatched from different locations.

Supplier-direct parcels may use a different carrier and may arrive separately from other items in the same order.

Failed or refused deliveries

If delivery is refused or cannot be completed, the carrier may return the goods to us or to the supplying warehouse.

We may charge reasonable redelivery, return or supplier charges where the failure was caused by an incorrect address, refusal of delivery, lack of access or repeated unsuccessful delivery attempts.

Returns

Delivery issues and returns are also subject to our Return and Refund Policy.

Do not return any item without prior authorisation and return instructions.

Contact

Catering Spares Online Ltd
Email: sales@cateringsparesonline.co.uk
Telephone: 01262 676358