OUR RETURNS POLICY
We will gladly accept your return of unworn merchandise within 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. We cannot give a refund for merchandise returned after the 14 day period, in this case please contact us.
We comply fully with the EU Distance Selling Act providing :
- Your order is returned within 14 days of receipt.
- Your order is returned in full.
- Your order is returned suitable for re-sale in original box with all labels and packaging in place.
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.
If you would like to return your order, there are several things that must be taken into account.
- The parcel must not weigh more than 5kg, or be larger than 610x460x460mm (medium sized parcels).
- There is a return maximum of 3 items.
- If there are more items to be returned please request 2 labels and pack in separate boxes.
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 firstname.lastname@example.org 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?
If you wish to return for a different item or size please follow the return instructions enclosed within the shipment. However, we would 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.