Delivery and Returns Policy

  • Orders placed online may incur a delivery fee. This is not calculated at the time of completing an order online, but is ascertained once the order has been received and processed by the Company.
  • Our delivery fee is based on the items ordered, the size of the packaging required and the geographical location. You will be notified of any delivery charges and the proposed method of delivery, shortly after placing the order online.
  • If you wish to opt for a different delivery option, please make this request in writing, where a new delivery fee shall be calculated and offered.

Delivery options within the UK:

1) Overnight courier service (Scottish Highlands/ROI/Northern Ireland 2-3 days)

Trusted national courier, standard service includes delivery before 4pm. A pre-10am or pre-midday service is available at additional cost.

Delivery shall require a signature in person or delivery can left nearby/signed for by another, on customer request.

Courier shall call in the case of no answer at the provided address and a calling card left, with details to re-arrange delivery.

Suitable for:​​Smaller items, e.g. taps, toilet seats, accessories, some showers.

Not suitable for:​Baths, any vanity units, marble/ceramic/glass products e.g. washstands, basins, w/c pans, mirrors.

2) Overnight pallet service (Scottish Highlands/ROI/Northern Ireland 2-3 days)

Trusted national courier, standard service includes delivery before 5pm. A pre-midday service is available at additional cost.

Order shall be packed into either a 117cm x 77cm x 85cm or 77cmk x 57cm x 66cm pallet, with a kerbside/driveway drop.

Courier will not be liable to assist with unpacking or moving items into property.

Courier shall call on supplied numbers, in the case of no answer at the property and can take direction if delivery is to be left or returned to local depot for re-delivery on another occasion. Re-delivery may carry an additional fee.

Suitable for:​ Medium orders, including single marble washstand ceramics/glass.

​Not suitable for:​ Baths, any vanity units, double marble washstand.

A typical vehicle size is a 12.5T lorry, with tail lift. Please inform us if access for delivery is restricted or problematic. A smaller vehicle can be requested, if required. Failure to inform us may lead to a delay in delivery, typically the following day and a possible re-delivery fee. Any extra costs incurred for re-delivery shall be payable by the Consignee.

3) Overnight crate service (Scottish Highlands/ROI/Northern Ireland 2-3 days)

Trusted national courier, standard service includes delivery before 5pm. A before midday service is available at additional cost.

Order shall be packed into either a 2m x 1m x 1m wooden crate, with a kerbside/driveway drop.

Courier will not be liable to assist with unpacking or moving items into property.

Courier shall call in the case of no answer at the property and can take direction if delivery is to be left or returned to local depot for re-delivery on another occasion. Re-delivery may carry an additional fee.

Suitable for:​Large/multiple items, baths, any vanity unit, any marble washstand.

​Not suitable for:​-

A typical vehicle size is a 12.5T lorry, with tail lift. Please inform us if access for delivery is restricted or problematic. A smaller vehicle can be requested, if required. Failure to inform us may lead to a delay in delivery, typically the following day and a possible re-delivery fee. Any extra costs incurred for re-delivery shall be payable by the Consignee.

4) Catchpole & Rye staff

Orders delivered by our own staff on a pre-agreed date, with an estimated time of arrival provided. Times are given in good faith and aim to be kept, but are subject to traffic depending / similar reasonable delays. Any waiting time outside of 30 minutes to commence delivery, shall be charged at the agreed rate in the Company’s full Terms & Conditions.

Options available:

  1. i) 1 person
  2. ii) 2 persons

iii) 3 persons

Suitable for:​Large/multiple items, cast iron bath deliveries, copper bath & vanity unit / marble washstand

Not suitable for:​-​​

This option is typically chosen to ensure safe passage of a bath or vanity unit/marble washstand.

It takes four able persons to carry a cast iron bath safely. For example, two members of C&R Ltd staff plus two persons on site. Provision needs to be made prior to delivery to ensure safe manual handling. If you do require assistance on site with lifting, please make these arrangements in advance. Delivery charges will apply depending on assistance required.

​Copper baths/vanity unit/marble washstands require a total of two persons.

We are very happy to deliver the goods within a property if requested and safe to do so. Please ensure access is clear and safe. Goods may have be left outside a property if access is considered unsafe and responsibility can be handed over to the receiver.

Delivery Terms:

Please alert us to any parking restrictions or a preferred location to park. If there is any risk of receiving a parking fine/similar, goods will only be delivered on the understanding that any parking fine/charge is payable by Consignee.

Please check your goods for completeness, correctness and quality within 72 hours. Report any queries or issues as soon as possible and where applicable, provide imagery to help resolve.

Claims for breakages / shortages / damage, outside of this period may not be honoured and will be at the Company’s discretion.

Some deliveries, usually involving a third party to accept delivery on behalf of the Consignee, shall require completion of our Delivery Agreement form. This shall be provided by Catchpole & Rye Ltd if applicable. This form allows you to appoint designated site contacts who are responsible for receiving and checking any item(s) delivered.  These forms should be completed and returned prior to delivery. In the event that those designated people are not in attendance on the agreed delivery date, delivery can still be completed, but Catchpole & Rye Ltd claims for breakages / shortages / damage, may not be honoured.

Deliveries outside the UK & ROI:

Once an order has been completed we will provide quotations for delivery by sea or by air. The fees for this delivery and all duties, taxes and other fees charged in the destination country will fall upon you. We offer a kerbside delivery service as standard. We cannot ensure goods are carried into a property.

Orders outside the EU are not subject to VAT.

Split deliveries:

It may facilitate you to have your order sent in stages. This may carry additional charges.

It is often the case that orders require splitting to assist with plumbing / setting out. Typically an order can be split into 2 separate deliveries to assist. This may carry an additional charge and if required, please notify us so we can re-calculate and confirm if any further charge is applicable.

Returns, Refunds, Shortages or Damaged Goods:

Should you wish to return anything, we would be happy to refund or exchange a product provided it is returned in its original packaging and in good condition. Returns should be made within a reasonable time. Return of Goods after 30 days is on a negotiated basis and subject to a 30% restocking charge. Please note that the seller will not accept the return of bespoke goods that have been made to order.

Collections organised by yourself or on your behalf, may incur additional charges.

Assessment of returned goods will rest with us.

Any shortages of goods or goods damaged on delivery must be notified to us, by telephone, email or in writing within 3 working days from the receipt of the goods.

None of the above affects your statutory rights when goods are faulty or not as described.

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