Shipping Policy

This Shipping Policy explains how Cators processes, dispatches and delivers orders placed through our website.

Order Processing

We aim to process orders as quickly as possible. Dispatch times depend on whether the item is in stock, made to order, engraved, personalised, polished or requires hallmarking.

In-stock items are usually dispatched within 5 working days

Engraved, personalised, made-to-order or workshop-finished items may take longer. Where a product has a specific lead time, this will be shown on the product page or confirmed after ordering.

If there is a significant delay with your order, we will contact you using the details provided at checkout.

Made-to-Order and Engraved Items

Some Cators items are made, finished, engraved or polished after an order is placed.

Sterling silver items may also require assay, hallmarking and final finishing before dispatch. These processes can add time to an order, particularly for personalised or bespoke pieces.

Lead times are estimates only unless expressly stated otherwise.

UK Delivery

We deliver to addresses within the United Kingdom using trusted postal and courier services.

Available delivery options and charges will be shown at checkout before you complete your order.

Delivery estimates begin from the date of dispatch, not the date the order is placed.

Typical UK delivery options may include:

• Standard delivery

• Tracked delivery

• Express delivery

• Signed-for or insured delivery, where appropriate

Higher-value items may require a signature on delivery.

Delivery Times

Estimated delivery times are provided as guidance only. We are not responsible for delays caused by postal disruption, courier issues, adverse weather, incorrect delivery details, security checks, strikes or events outside our reasonable control.

If your order is time-sensitive, please contact us before placing your order so we can advise whether your required date is achievable.

Delivery Address

Please ensure that your delivery address is complete and accurate when placing your order.

We cannot be responsible for failed, delayed or misdirected delivery caused by incorrect or incomplete address details supplied by the customer.

If an order is returned to us because the address was incorrect, incomplete, or the parcel was not collected, we may charge an additional delivery fee to resend it.

Tracking

Where tracking is available, tracking details will be provided by email once your order has been dispatched.

Please allow time for tracking information to update after dispatch.

International Delivery

We may offer international delivery to selected countries.

International shipping options, charges and estimated delivery times will be shown at checkout where available.

International customers are responsible for any customs duties, import VAT, taxes, clearance fees or local handling charges that may apply when the order reaches the destination country.

We are not responsible for delays caused by customs checks, import procedures or local delivery services.

You are responsible for ensuring that the goods ordered can be lawfully imported into your country.

Failed Delivery or Uncollected Parcels

If a parcel cannot be delivered, the postal or courier service may leave instructions for collection or redelivery.

It is your responsibility to follow the carrier’s instructions and collect or rearrange delivery within the required timeframe.

If a parcel is returned to us as uncollected, refused or undeliverable, we may deduct the original delivery cost and any return charges from any refund due, unless the return was caused by our error.

Lost or Delayed Parcels

If your order has not arrived within the expected timeframe, please contact us at sales@cators.co.uk with your order number.

We may need to allow the postal or courier service a reasonable period to investigate a delayed or missing parcel before issuing a replacement or refund.

For tracked services, we will use the carrier’s tracking information and investigation process to help resolve the issue.

Damaged Parcels

If your parcel arrives damaged, please contact us as soon as possible with your order number and photographs of the packaging and item.

Please keep the damaged packaging until we have advised you, as it may be needed for a carrier claim.

Packaging

Cators items are packed carefully for delivery. Packaging may vary depending on the product, order size and delivery method.

Gift boxes, presentation packaging or branded packaging may be included where stated on the product page.

Collection

Where collection is offered, this will be arranged by prior agreement only.

You will be contacted when your order is ready for collection. Please do not travel to collect an order until we have confirmed that it is ready.

Contact

For questions about shipping, delivery times or a specific order, please contact:

Cators
Email: sales@cators.co.uk
Address: 21-24 Kent House, Old Bexley Business Park, Bourne Road, Bexley, Kent, DA5 1LR