Frequently Asked Questions
Q: Do I need an RMA Number?
A: Please use your eBay ID as your RMA number. Please also include your full name and address in with the returned package so we can track it when it gets back to us, Items should be returned to Canberra Supplies, Suite 34 Titan Business Centre, Park House Bradford Road, Birstall, West Yorkshire WF17 9PH
Q: My Item hasnt arrived yet, where is it ?
A: Most items are shipped via Royal Mail unless stated otherwise. UK parcels should get there within a few days. There can be a slight delay in the post from time to time so please wait a few extra days if the item hasnt turned up in the usual stated time. If the item is large we ask you to please check with your local sorting office to see if its held, its very common for Royal Mail to hold items at the delivery office and neglect to leave a calling card, when contacting us we do need to know which office you have checked with.
Additionally before we can issue a replacement or refund, 15 days need to have passed (28 days for international items),. this is the time Royal Mail require before a claim can be filed.
*** Please note as of August 2013, Royal Mail carry out additional security checks on liquids which transit their network, unfortunately this does cause a delay in delivery and we ask you to allow an additional 7-10 days if your purchase is a liquid and has not yet arrived. ***
Q: How long will I have to wait for a response to my question
A: We try to answer all questions as quickly as possible. Please bear with us as we do get a lot of questions and are also busy ensuring orders get out of the door ASAP. There may be an extra delay in answering questions at peak periods i.e Bank Holidays and Christmas.
Q: I bought an item but dont like it can I return it for a refund ?
A: If the item is new and unopened, we will gladly accept it back for a refund if returned within 14 days, you will be required for all return shipping costs.
Q: My item is damaged or defective what can be done?
A: If you bought the item in the last 28 days we will replace it free of charge, if an item becomes faulty outside of this period we may at our discretion replace it, we may ask you to exercise te manfucturers warranty
Q: Can I pay by cheque ?
A: Unfortunately we no longer accept personal cheques
Q: I am an expat will my electrical item work abroad ?
A: All electrical items supplied work on the 230/240v system and come with a UK plug, this will work in Europe and Australia with a travel adapter and locations where voltage is 110v (only with a downstepping transformer)
Q: Do you send liquids ?
A: We do but the shipping company we use on the item may differ from that quoted in the listing, all liquids are sealed in black or clear wrap and the lids taped to capture any leakages which do tend to occur when shipping liquids through the post, please also note that from July 2013 Royal Mail started security checks of liquids through their network which can in some cases cause delays in receipt.
Q: I live in a remote UK location is postage still free
A: For the majority of items we can ship to all UK postcodes, however for items larger than 61cm x 46cm x 46cm require us to ship via Courier, a surcharge applies for these areas (Scottish Highlands, Islands, Channel Islands, Northern Ireland & Jersey), please contact us before bidding to avoid disappointment
Q: I want to pay by credit card but Ebay doesnt allow me to enter my card details
A: To buy by credit card you will need to call our office on 0844 55 33 993 where we can take payment over the phone, alternatively if you want to pay online choose PAYPAL as the checkout method and following the instructions on how to make a one time payment via a credit card (please note a paypal account is not required to do this)
Q: Why does Ebay ask me to verify my identify when purchasing your products ?
A: Ebay have a policy where the purchase of cutlery requires you to proof you are over 18 years of age, to do this Ebay ask you to enter your credit card details - NO CHARGE is made to you card for this service, if you are unhappy with doing this please call us