FAQ's

Frequently Asked Questions (FAQ's)

How long does delivery take?
We aim to dispatch all orders on the same day (if ordered before 1pm) and delivery is normally 1-3 days. We also offer a next day delivery option, just ask us to upgrade your delivery.

How do I track my order?
Go to my account - your orders are stored there. You can keep an eye on the progress of your current online order as well as view past ones.

Can I cancel or change an order?
You can cancel or change an order - give our Customer Services team a call.

I've got a coupon/voucher - how do I redeem it?
If you have a 'money-off a particular product' coupon, enter the special code from your coupon into the 'redeem coupon' box in your basket, and click 'GO'. The value of the coupon will automatically be deducted from the relevant product in your order.

How do I add to my order once I have submitted it?
Just place a new order as normal.

How do I return an item I have purchased?
Call our Customer Services to arrange a collection - they'll explain it all to you over the phone. Please Note: In the event that an item is unwanted, THE RETURN IS TO BE ARRANGED BY THE CUSTOMER. You will need to arrange this with your chosen carrier and keep a record of your shipping information in the event an item is not received by our returns department.

Is it safe to order online?

Yes. We use Secure Socket Layer (SSL) encryption during the ordering process and payment details are processed by our UK payment provider. However, if you're still wary, you can order by phone. Please note: we do NOT store or retain any card details.

When do I have to log in?
To make online shopping safe and secure, you'll have to log in when you're submitting payment or personal details.

What is my username?
It's your email address.

What happens if I forget my password?
Type in your email address and we'll send you a unique email so you can reset it.
 
How can I pay for my order?
VISA, MasterCard, VISA Electron, American Express. You can also pay by Paypal, the option to spread the cost in 3 monthly installments is also an option when paying via Paypal. You can also pay by bank transfer. We also accept cards issued by most international banks.

Can I specify a time for delivery?
No, sorry, the delivery times are between 9.0am - 6.00pm, our carriers may TXT or email you with a 2 hour delivery slot. 

Do I have to sign for my order?
Generally, yes. We can leave it in the shed, with your neighbour, behind a plant pot... just tell us where you'd like us to leave it and we'll do our best.

What if I am out when the courier tries to deliver?
Unless otherwise stated, they will leave a CALLING CARD explaining that they tried to deliver your parcel and what will happen next.

Can I send my parcel to a different address?
Yes - just put the shipping address details in as you checkout.

If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock

Can I order from overseas?
Yes. Please contact us if you'd like to place an order but have a card issued by a non-UK bank.

Can I have an order delivered overseas?
Yes - although delivery will cost more. Contact us prior to ordering to find out the shipping costs to the country you wish to send to.

Do you sell gift vouchers?
We do. You can both buy and redeem them online.

What is CaterPicks' policy on privacy and security?
Personal information is private so we treat it with the highest standards of safety, security and confidentiality. This means that you can rest assured that your credit card and personal information are safe with us. We never sell or give any information we have about you to any other company. Find out more about privacy and security.

How do I contact CaterPick?
Our contact us page has all the details.