Can I cancel or change my order?
Orders are processed quickly, so changes might not always be possible. Customers should call the service number right away to try to stop the order. If the package cannot be halted, unworn items can be returned within 14 days using the instructions provided in the package.
Can I exchange or return my order?
Exchanges are not available online, but refunds are offered for returned items. Customers who want a different size or product can return the original item and place a new order. More information is on the Returns & Exchanges page.
What should I do if my item is faulty or incorrect?
Customers should email info@shopcaterpillar.co.uk before returning any faulty or incorrect item. Postage costs will not be refunded if items are sent back without prior approval. Images and details may be needed to assess the issue. More guidance is on the Returns & Exchanges page.
What is the returns policy?
Unworn items can be returned within 30 days of receipt. Items must be in their original condition, including tags, packaging, and any gifts. Returns that do not meet these conditions may not get a refund. Holiday purchases made between November 1 and December 25 can be returned until January 24.
How do I return an item?
Customers should fill out the Returns Form included in the parcel and attach the label to the outer packaging. The completed form must be placed inside the return package. Then, the item should be sent back using a tracked courier service. Keep the proof of postage until the refund is processed.
Where can I find my order number?
The order number can be found on the invoice, packing note, and confirmation email. It usually has a format like CAT123. Keeping this number ensures returns and inquiries are handled smoothly.
Do you offer free returns?
Free returns only apply to items confirmed as faulty or incorrect before they leave the warehouse. Customers need to contact customer service before sending these items back. For other reasons, customers must pay the postage costs.
How long do refunds take?
Refunds are typically processed within 14 days of receiving the returned item. A confirmation email is sent once the refund is issued. Banks may take up to two weeks to show the final amount.
What if I receive the wrong size or style?
Customers should not return the item before contacting info@shopcaterpillar.co.uk. Providing images and order details helps the team verify the issue quickly. The product may need to be inspected if it has been worn. Instructions for replacement or refund will be given after assessment.
Can I repair a faulty product myself?
Customers should not attempt to repair faulty items. Doing so will void the warranty and hinder any claims. Customers should always contact support first with images and details of the issue.