Help
FAQ’s
Product Information
Do you have a size chart?
Yes you can see it by clicking on the size chart tab when viewing a product.
I’ve found the product I want but can’t select my size
This usually means we are out of stock in that size. We do re-stock some of our lines however, so it may be worth dropping a email to our Customer Service team, quoting the product code and we’ll let you know if the item will be available again. It’s worth noting that products which have been reduced in Sale are very unlikely to be restocked.
I cannot find the product I’m looking for. Does this mean you don’t stock the item?
Possibly, or it may mean we’re temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again.
I’ve seen something advertised but cannot find it online?
Get in touch with our Customer Service team and give them as many details as possible. Where you saw it, the style name and colourway if possible. WeI’ll do our best to track it down.
Can you give me any more information on a product?
We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details. If you do need any more info send a email to our Customer Service team and weI’ll do our best to help you out.
Are the pictures shown on the site an accurate representation of the actual product?
We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for the information on the colourway.
My Order
Has my order been sent yet?
We understand you want your new Canterbury gear as soon as possible so we’ll email you as soon as it’s been dispatched to let you know. We’ll also send you a link which you can use to access our couriers website to track the delivery.
Can I track my order?
Yes! We’ll send you a link when the order has been dispatched so you can track the delivery. You can also log into My Account to check the status of your order.
Can I cancel my order?
You can but be quick. Once the order has reached a certain point we will not be able to cancel it. Remember you can always return a unwanted item to us.
Can I change or add items to my order?
Unfortunately, once the order has been placed we can’t change it before dispatch. Sorry.
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.
Part of my order is missing?
Sometimes we don’t send everything you ordered at the same time. Please check your dispatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all of the items in your order we’ll email you to let you know and only take payment for what we have dispatched. If the delivery note says an item should be in your parcel but isn’t, please contact our Customer Service team and we’ll look into it.
Payment & Security
Which methods of payment can I use?
You can pay using any of the following methods.
We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.
What is Mastercard SecureCode?
As an extra layer of security, Maestro customers can now benefit from Mastercard SecureCode. For more information on Mastercard Securecode please read What is Mastercard SecureCode?
When will my card be charged?
Your card will be charged upon submission of your order. If we are unable to get payment from you the order will not be accepted.
I have a discount code. How do I use it?
You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have added the correct products to your basket to qualify for the discount. If you have found a code on a “money saving” website, don’t be surprised if it doesn’t work, as most of these will have expired or will only be usable by certain people.
I forgot to use my discount code?
Sorry but if you didn’t enter the code during checkout we cannot apply it after the order has been placed.
Is it safe to order online?
Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.
Signing Up & My Account
Do I need to sign up to Canterbury to shop?
No, but signing up is worth your while. By registering your details you won’t have to enter the same information every time you order. You can also choose to receive regular email updates on the early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.
Do I have to sign up to enter competitions?
Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.
What’s My Account?
Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.
I’ve forgotten my password?
Did you think of your password a bit too quick? No Problem. Click on password reminder and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable.
Delivery
How Much is it?
Canterbury have a UK Standard delivery charge of £3.95 and we’ll deliver orders of £50.00 and over absolutely FREE*. *To UK Mainland customers.
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.
