OUR RETURNS POLICY

OUR EXTENDED CHRISTMAS RETURNS POLICY

We’ve extended our usual limit for returns just for the festive season. Any gift bought between 22 October and 24 December 2020 can be returned up until 15 January 2021, if it’s unwanted or unsuitable.

We will gladly accept your return of unworn merchandise purchased from www.shopcaterpillar.co.uk if you notify us of your intention to return 14 days from receipt of your order.

We do not currently offer free returns on our website for orders that you’d like to return. We only offer free returns on items which are faulty before they leave our warehouse. In this situation, please contact customer service on info@shopcaterpillar.co.uk BEFORE you send these items back to us. This is because we cannot refund return postage costs that you have paid for.

We cannot give a refund for merchandise returned after the 28 day after delivery ,  in this case please contact us on info@shopcaterpillar.co.uk.

We comply fully with the EU Distance Selling Act providing :

  • Your order is returned within 14 days of notifying us  of your intention to return or within 28 days after delivery.
  • Your order is returned in full.
  • Your order is returned suitable for re-sale in original box with all labels and packaging in place.

**We cannot provide compensation, replacements or refunds for any Shop Caterpillar products that have not been purchased directly from www.shopcaterpillar.co.uk. We advise you contact the retailer you purchased from as they are responsible under the Sale of Goods Act.


    HOW TO RETURN

    For your convenience, return instructions are also enclosed within the shipment.

    Where can I find my order number? Your order number can be found on the invoice and packing note sent to you in the shipment and order confirmation e-mail (eg. CAT1234).

    Please return footwear in the original shoe box with all tags and packaging in place. We reserve the right to refuse your return or charge a final fee for damaged shoe boxes that are not in resellable condition. Please ensure you take care when returning your product. You are required to take the items to a local Post Office with a return label attached to the outer carton that the goods arrived in. We would advise that you gain Proof of Postage and retain this until you have received your refund.

     

    PROCESSING RETURNS

    How long will it take to receive credit into my account? For UK orders, as there will be time delay for your return to reach our warehouse, and time allowed to process your return, please allow 2 weeks for a refund to be credited to your account. For international and Europe orders, please allow longer.


    PRODUCT RETURN FOR FAULTY OR RECEIVED INCORRECT ITEM/SIZE

    Please contact our customer service team at info@shopcaterpillar.co.uk if you believe you received a faulty product or received an incorrect item/size from us before returning at your own cost. If the item has been worn, the product must undergo inspection before a credit is made to your credit card. Please contact us for further instructions on returning merchandise that you believe is suffering a problem. We are unable to credit back postage costs so please contact us before returning at your own cost. Please note we are unable to provide a refund or compensation for products bought from another retailer other than www.shopcaterpillar.co.uk so please return your purchase to the retailer you made your purchase from.


    HOW DO I PROCESS AN EXCHANGE?

    We do not currently offer exchanges for items you wish to return for a different item or size. If you wish to order a different pair or change the size of your product, we advise that you return the item to us and place an additional order to avoid delay and disappointment. Once we receive your return in our warehouse, please allow 2 weeks for a refund to be credited to your account. We do not credit for delivery costs incurred during your purchase.


    IF YOU HAVE ANY FURTHER QUESTIONS PLEASE CONTACT CUSTOMER SERVICES AT INFO@SHOPCATERPILLAR.CO.UK AND ONE OF OUR TEAM WILL BE HAPPY TO ASSIST YOU.

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