Customer Services

If you have any questions or would like to find out information about purchasing online with C&D use the links below, we're always happy to assist you.

 

Please Select a Topic:

 
C&D Opening Hours International Delivery
Returns Policy Cancelling/Changing my order
Technical Support
Terms & Conditions
Delivery Charges (UK)
Feedback


We love talking to our customers...

  

At C&D we believe that providing great customer service is vital. Our staff are dedicated to help support you with your order both before you buy and after your purchase.

 

You can contact us through the 'Contact Page' and we will respond to your enquiry within 24 hours Monday-Thursday, if your enquiry is submitted on a Friday we will respond to you the following Monday.  

 

Alternatively give us a call on +44 (0) 1543 375541 Monday-Thursday 8am-5:30pm and Fridays 8am-5pm our experienced advisors will be able to answer your question quickly and provide you with reliable information.


C&D Opening Hours

Monday 8am- 5:00pm

Tuesday 8am-5:00pm

Wednesday 8am-5:00pm

Thursday 8am-5:00pm

Friday 8am-5:00pm

Saturday- Closed

Sunday- Closed


Delivery Charges (UK)

Next day & Saturday deliveries are applicable to in-stock items only

Delivery Service

 This Takes

 Cost per Delivery Address

Standard Delivery (UK)

Standard Delivery (UK)

(Up to 24hours) If value of order under £250

(Up to 24hours) If value of order over £250

£17.50 per Consignment

Free Of Charge

Next day before noon

 

 

Next day before noon

(Order must be placed before 4:30pm (Mon - Thurs) 4:00pm (Friday)
If value under £250

 

(Order must be placed before 4:30pm (Mon - Thurs) 4:00pm (Friday)
If value over £250

£30 plus £17.50- standard delivery charge

 

£30

Next day before 10:30am

 

 

Next day before 10:30am

(Order must be placed before 4:30pm (Mon -Thurs) 4:00pm (Friday) If value under £250

 

(Order must be placed before 4:30pm (Mon - Thurs) 4:00pm (Friday) If value over £250

£35 plus £17.50 standard delivery charge

 

£35

Saturday Delivery (UK)

 

 

Saturday Delivery (UK)

(Order must be placed before 4:00pm Friday)
If value of order under £250

 

(Order must be placed before 4:00pm Friday)
If value of order over £250

£40 plus £17.50 for standard delivery

£40

Isle Of Wight (UK)/ Isle of Man (UK)

 

Aberdeen/ Inverness/ Northern Ireland

If value of order under £250

 

 

If value of order over £250

£30

 

 

Free of charge

Please note:  VAT will be added to all delivery charges at checkout.

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UK Returns Policy

General

  • The returns process shall be followed for all products to be returned to Craig & Derricott, whether for credit or potential faults.
  • A Returns Authorisation Notification Form (RAN) must be completed and an authorisation number provided by Craig & Derricott before any products can be returned. This number also needs to be on the parcel/s to allow the return to be dealt with as efficiently as possible.
  • All returned products back to C&D will be subjected to inspection and investigation before any credit notes are issued.
  • For any further queries please contact our Customer Services team on +44(0)1543375541 or returns@craigandderricott.com.
  • Product returns may not be processed if a RAN document has not been approved and returned to C&D.
  • In the event that the Customer advises a debit note a RAN document will still need to be completed.

 

Return to stock

  • Unwanted Return to stock goods must be authorised before returning. Items are to be unused, returned in original packaging and in resalable condition.
  • Please note that the following products will not be accepted: -
    • Items returned damaged.
    • Items modified from original specification.
    • Bespoke products manufactured specific for customer.
    • Non-catalogue items.
    • Any additional bundled items delivered with the product(s) found missing.
    • Items older than 12 months old, unless formally otherwise agreed.
  • It is the Customer responsibility to arrange carriage and suitable packaging for return back to Craig & Derricott.
  • If Craig and Derricott agree to returned goods the Customer shall be liable to pay a minimum handling charge being the greater of £50 or 25% invoice price. As an alternative, a 2 for 1 compensating maybe agreed.
  • If any items do not meet the Return to stock criteria after inspection the Customer will be notified to arrange re-collection from Craig & Derricott. Alternative arrangements would be subject to agreement by both parties.

 

Warranty

  • A product purchased from Craig & Derricott may be returned under warranty for the following reasons:
    • The product is faulty or damaged.
    • The wrong product has been supplied as compared to the Customer Purchase order and has been notified to Craig & Derricott within 72 hours of delivery
  • If goods returned as faulty and collected by us are found, on inspection, to function correctly the Customer will be informed and an invoice will be raised to recover any handling costs. This cost will be payable by the Customer together with an inspection fee of up to £50.
  • Items returned back to Craig & Derricott for the reasons outlined above should do so within 30 days of receipt.
  • Returns sent back by the Customer without authorisation will not be credited. If a debit note is raised by the Customer the Company have the right to offset the same from any future rebates due to the Customer.
  • If all Criteria are met the customer will be credited within 28 working days.
  • Craig & Derricott will only undertake any corrective action to address the fault advised by the Customer If other faults or damage are observed these will be photographed and advised to the Customer to confirm what action (if any) is appropriate. After investigation if we believe the returned product requires further repairs that will be subject to cost recovery from the Customer we will advise through a formal Returns Investigation Report.
  • If after 30 days we have received no response or decision we will assume that the goods are no longer required and will as such will be disposed of.

 

Repairs

  • Goods returned for repair will be reviewed and quoted to the Customer. If after 30 days we have received no response or decision we will assume that the goods are no longer required and as such will be disposed of.

 

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International Delivery Charges

Our international Delivery charges depend on various factors such as where the item is being shipped too and the weight of the items being delivered. If you would like to discuss international delivery charges and would like to know how much it will cost please contact our dedicated sales member here who deals with all international deliveries. You will be provided with all the information that you need to know before placing your order.

 

Please Note- International customers must place their orders by conatcting C&D and can not be placed through C&D online.


 


Cancelling/Changing my order

Cancellations can only be done by contacting Craig & Derricott and confirming in writing that you would like to cancel the order/s placed, you can not cancel an order online- However before calling we will need your 'Order reference number'. 

Please Note: Cancellation Charges - The customer has 24 hours from the date order placed to cancel in full with no penalty, unless the order has been dispatched. After 24 hours the returns procedure will apply, please see our T&C for further information.

 

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Technical Support

Our technical sales team combined have over 70 years experience and can assist you with any technical related issue or concerns you may have.  Just contact our technical sales team on +44 (0) 1543 375541 or simply fill in our enquiry form with 'Technical' in the discussion box and we will respond to your enquiry as soon as we can.

 


 

Terms & Conditions

Craig & Derricott's terms and conditions for Sales and Purchasing can be viewed or downloaded from the following links:-

T&C's for purchasing from C&D.

T&C's for suppliers to C&D.


Feedback

It is very important to receive customer comments, either positive or negative. Craig & Derricott has completely overhauled itself over the past few years in virtually every aspect of our business. Listening to your feedback and more importantly dealing with matters that need action is a matter of utmost priority. Together we can continue to build a more responsive, ambitious and progressive company delivering what our customers want when they want it.

 

If you have comments on any aspect of our business please email sales@craigandderricott.com or contact us through our feedback form and in the discussion box put 'Feedback'.

 

Your opinions are most valued and appreciated.

 

Andrew Dolman

Managing Director

 

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