caoba delivery policy
We try to ensure all the products listed on our website are in stock and ready to ship. Please leave a correct email or mobile number so that DPD can send notifications. If you have not received your order within 1 week of ordering please contact us.
Where we Deliver
we can only deliver to UK mainland at the stated postage rates. If the delivery address is outside this area then please email us for a shipping quote.
Charges Made for Delivery
Every effort is made by us to keep our delivery charges as low as possible.
The charges are as follows:-
Flat order charge £4.
When you add goods to your Shopping Basket, any delivery charges will be added automatically at our standard rate. You will always be able to see delivery charges before placing your order.
How We Deliver
All goods by DPD or royal mail post depending on their value and size.
DPD offer a “predict and follow my parcel” service which offers 1 hour delivery slots, you can also choose alternative dates for delivery, opt for delivery to neighbour, collect the parcel from a local depot. Please leave us your mobile if you wish to receive these text update or if not we will send the information to your email address. We will send small light orders by 1st class mail.
Delivery times are calculated in working days, Monday to Friday inclusive, but excluding bank holidays. If you order after 13:00, please calculate your delivery time as if your order has been placed on the next working day.
Standard Deliveries, up to 3 Working Days
We normally use DPD so your delivery should be within 1-3 days. Please allow 4 working days of placing your order, this time maybe added to during busy periods, we will do our best to notify you first.
Standard postal and courier deliveries are usually made between 9am and 5pm. All courier and some postal deliveries must be signed for. If you are out when the courier arrives they should leave a card with a contact number for you to get in touch with them. The courier may leave the package with a Neighbour and a card for you to say the Neighbour has it etc.
Everything we can do is done to meet the delivery times specified in this section. Occasionally, however delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed. We will inform you if we become aware of any unexpected delay.
Please allow extra time for some 3rd party deliveries as well as overseas deliveries.
DAMAGED, INCORRECT and or MISSING ORDERS
We do our very best to make sure that you receive your order(s) in pristine condition. If you do not receive all your goods, please check and let us know within 14 days as we cannot rectify any mistakes after this. If your order is not on route to you or in the unlikely event that the goods arrives damaged or faulty please inform us, please email our Customer Care department using this link or at any time by mailing firstname.lastname@example.org or telephone 0131 343 2757 with details of you and your order.
All postal deliveries must be signed for.
If a parcel is returned to us as it has not been collected from the local depot or post office we have to charge £7.50 to redeliver the items by parcelforce or £3.50 for lighter items that go via the post office.
We are not responsible for incorrect addresses and if items are returned to us we have to charge for the redelivery at the charges above.
Return of Faulty Goods – Delivery Items
The following are guidelines for all goods ordered. Wherever possible we will try to respond to your individual circumstances in a fair and just way. If you are unsatisfied with your purchase you may return it to us within 7 days of purchase for a full refund however we will not cover the cost of the return postage.If there is a fault or other defect with your product we will normally offer an exchange, repair or refund (if no service contracts are in place). We will offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery and no service contracts are in place
To qualify for a refund or exchange the product must be:-
- in otherwise in ‘as-new’ condition
- complete with accessories and free gifts in the original box/packaging if possible
- free from service and or monthly payment contracts
- a delivered item, not downloaded goods (exchange only)
- standard goods, not to your specification (exchange only)
If you meet our ‘Return of Faulty Goods – Delivery Items’ terms then please return the goods to a the below address or telephone our customer care line on 0131 343 2757 (10am to 5pm Monday to Friday).
56 raeburn place
This promise does not cover faults caused by accident, misuse, neglect or normal wear and tear.
Replacement goods are sent by standard delivery only. Any refund due to a fault or other defect will include a refund towards the delivery charges. We may also pay for our costs of collecting goods for replacement or refund based on your individual circumstances.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS
At Caoba we recognise that privacy and security is a major concern. We therefore follow the guidelines below to protect your personal information.
We are committed to protecting your privacy and will only use the information we collect about you lawfully in accordance with the Data Protection Act 1998 and the new GDPR legislation (May 2018). We request and hold your name, email and postal address solely to process and complete transactions and to enable us to provide you with an efficient service. Order history is also held. We do not pass your information to any third parties. We do not store any credit card information on our servers. All credit/debit card payments are processed by Sagepay. Please visit their site to review their stringent security measures.
We regularly review our database and remove inactive accounts. If you require any further information about privacy matters, the data we hold, or if you would like us to delete your account please email us at email@example.com.
Our data protection contact details are: Steven Collier, Caoba, 56 Raeburn Place, Edinburgh EH4 1HJ. Tel 0131 343 2757 firstname.lastname@example.org.