Delivery & Returns
Delivery
How Much is it?
Canterbury charges flat shipping rates per ship-to address for your entire product order. There is no charge for UK and European mailing if the order amount is over £75.00, all product orders placed before 11:00 a.m. GMT should ship the same business day. There is no shipping on Saturday or Sunday.
The package flat rates correspond to our product delivery method, and are per ship-to address. Rates are as follows:
Standard UK Delivery (2-3 business days) - £4.50
Express UK (Mainland) Delivery (1-2 business days) - £7.95
Denmark - £7.95
Spain - £8.95
France - £6.95
Italy - £8.95
Germany - £5.95
Rest of Europe - £9.95
Rest of the World - £9.95
Note: (*We cannot ship to the U.S. from http://www.canterbury.com).
How long will it Take?
Delivery is usually within 2-3 working days of your order being accepted.
When will my order be delivered?
Our courier will attempt delivery anytime between 9am and 6pm Monday to Friday (except Bank Holidays).
Do I need to sign for the Delivery?
A signature is required and if you’re not available our courier may try a neighbor and post a card at your address to let you know.
Can I send my order to another address?
Yes. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time by logging into the site and clicking on my account.
Can I get my order any sooner?
We don’t offer next day delivery yet but we’re working on it so keep checking back.
Can I track my delivery?
Yes. Order tracking is available in the My Account page or we’ll send you a tracking link via email when the order has been dispatched.
Will you deliver to me?
We ship anywhere within the UK and Europe. At the moment we cannot deliver outside of Europe but we hope to soon so register to our mailing list and you’ll be the first to know when. We regret that we cannot current deliver to BFPO’s, but again, its something we’re looking at. Please note deliveries to certain areas of the Scottish Highlands, UK Islands and Europe may take slightly longer.
What happens if I miss my delivery?
Our courier may try at you neighbours and if they’re available to sign, the courier will leave it with them and post a card through your door to let you know. If our courier misses you or your neighbours they’ll leave a card and try again the next working day. If they miss you again, they’ll leave you another card and take the goods back to the nearest depot where they can be collected.
I can’t get to the depot to collect?
Don’t worry. Just give our internet team a email at Customer Services and we’ll Help you arrange a re-delivery.
Returns
Can I return my order?
Easy! You can send your return back to us here. Just fill in the returns form on your dispatch note and post the goods to the following address. (*note to ensure your return reaches us please send by recorded delivery). Canterbury Online Returns, Canterbury of New Zealand Ltd, 1st Floor Houldsworth Mill, Houldsworth Street, Reddish, Stockport, Cheshire, SK5 6DS UK
How should I send it?
We recommend you post any returns to us using a carrier who can give you a “Certificate of Posting” as, until the parcel reaches us, it’s your responsibility.
Do I have to pay to return?
We’re sorry but if you are returning items because you have changed your mind it will be at your cost and we will not refund you original delivery charge.
Can I exchange my item?
Unfortunately No. Please re-order your desired item with us & return the unwanted item following the instructions on the back of your packing slip.
How long can I keep my order before returning?
We ask you to return your items to us within 28 days of receiving them.
How long will it take to get my refund?
Refunds are usually processed within a few days of us receiving the goods back. Please allow a further week for the amount to show on your account. Sorry if this seems a little long, but the timeframe is dictated by your bank or card issuer and we have no control over it. We’ll refund you by the same method as payment (i.e. same card).
You’ve sent me the wrong items
We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our customer service team and let us know.
The item I received is faulty
If you think the item you received is faulty get in touch with Customer Services and we’ll see what we can do about it.
I’ve bought my items using a promotional discount. Can I still return them?
Yes, if a discount code was applied to your order, we will adjust the refund to reflect this. Anything else I need to know? Certain products we sell may have a slightly different returns policy but we’ll let you know about this in the product description.