Customer Service promise
Shipping Information for all items shipped by Royal Mail
DPD Local Shipping and Delivery
Customer Service Promise
Our customer service promise to you is that we will be committed to providing and developing a high quality service that meets your needs. We want our customers to feel valued, to find it easy to communicate with us and at all times to find us approachable, knowledgeable, fair and consistent.
In doing this we will set out clear standards and performance levels and ensure you are able to communicate with us easily and through various channels. We have also clearly communicated our complaints process and would welcome your feedback to help us continuously improve our service.
Customer Service standards and performance levels
The following sets out the standards of service you can expect from CERAON UK:
- We are committed to making our service accessible through various channels either via email, letter or via the website.
- We will consider requests for information (in accordance with UK data protection law) and make them available where appropriate
- Our website is configured to improve the shopping experience and is protected by the latest encryption technology and security to ensure our customers details are completely safe when browsing and submitting personal details whilst completing transactions
- We aim to acknowledge your letter within two working days with at least an initial response.
- We will make it clear who is dealing with your request and keep you updated if a full response is going to take longer than ten working days.
- If you send an email to our email@example.com inbox we will endeavour to send an initial response within one hour to acknowledge your email but during busy periods this could take longer
- If you are contacting our team regarding an order please provide your full order reference number as provided upon checkout
Returning an item purchased online @ www.ceraonuk.com
We are pleased to offer our customers a 30 day peace of mind guarantee on any purchases made with CERAON UK.
Just return your order unopened, in a re-saleable condition, within 30 days, via a fully tracked courier. Please contact our Customer Service team by email at firstname.lastname@example.org. We will then advise how to return your unwanted goods.
We regret we are unable to offer our 30 day peace of mind guarantee refund on any items that are not in a re-saleable condition and these may be returned to you at your cost.
We are very sorry if your purchase is suspected to be faulty. For a full refund or a replacement (including postage and gift boxing if applicable) please contact our Customer Service team on email@example.com providing full details of the fault along with images and if applicable further requested information. We will then advise you of the process when returning orders. Please be advised clearly damaged shipments should not be signed for under any circumstances and should be either signed for as unchecked or refused.
Our promise to replace faulty or refund faulty items does not apply to faults or damages caused by accident, neglect or misuse. Please keep your order number and details of the item returned safe in case of any queries.
We regret that we are unable to offer a refund or exchange on any perishable goods.
Shipping Information for all items shipped by Royal Mail.
Got a question? Need some help?
We're here to tell you everything you need to know. Please get in touch.
Customer Service email: firstname.lastname@example.org
CERAON UK DELIVERY PLEDGE
Below is a summary of the terms and conditions CERAON UK must adhere to and abide by for all items shipped with Royal Mail. We are limited as to the information we can provide you with in certain areas but we will, in conjunction with RM, do all we can to resolve your postal questions and difficulties.
Royal Mail First Class (RMFC) is a 1-2 day service and lower weight orders are shipped by RMFC. We want your parcel to arrive on time and in perfect condition, but sometimes problems can happen. Sorry but we can’t track First, Second Class, or Standard parcels during their journey, so it's really difficult to find out what happened to lost or missing parcels.
Full refunds will be made available for undelivered or lost items.
If you have an eligible claim then take a look at our compensation table.
In order to make a claim you will need to follow our full claims process.
Please take a look at our compensation policies for loss, damage (includes part-loss) or delay to see if your claim is eligible.
Compensation for Loss
Available Compensation for Lost items
Compensation available for lost items
For stamped, metered and by account* items a postage refund plus compensation on the basis of actual loss, where evidence of posting and evidence of value can be provided. This compensation is subject to the maximum payable being the lower of the market value of the item and the maximum of £46.00.
Postage refund (a minimum payment of 6 x 1st Class letter stamps at the first weight step) shall be payable where only basic evidence is provided or the item is of no intrinsic value.
For items posted before 9th January 2012 claims must be submitted within 12 months of posting. Claims for items posted on or after 9th January 2012 must be made within 80 calendar days of posting.
2nd Class Level of compensation is same as 1st Class. See above for details
Recorded Signed For™ Level of compensation is same as 1st Class. See above for details
Standard Parcels Level of compensation is same as 1st Class. See above for details.
Redirected Mail Level of compensation is same as 1st Class.
Evidence of posting is required. For items posted before 9th January 2012 claims must be submitted within 12 months of posting. Claims for items posted on or after 9th January 2012 must be made within 80 calendar days of posting.
Evidence of Consequential Loss purchase is required. Claims must be submitted within 14 days of posting.
(i) All claims must be accompanied by ‘Basic Evidence’ as a minimum, claimants must also retain all of the packaging and contents of damaged items or items subject to part loss
(ii) Claims for loss of and damage to items with an intrinsic value should be made on Royal Mail’s claim form and supported by additional evidence (evidence of posting and evidence of value). If only Basic Evidence’ can be provided then only postage refund or stamps can be considered
(iii) Evidence of posting includes: the item with envelope of packing including the postage paid, the original certificate of posting and a Smartstamp® or on-line certificate of posting validated at a Post Office®. Where a certificate of posting is provided as part of product acceptance (Recorded Signed For™/Standard Parcels) this must be supplied with the claim
(iv) Evidence of value includes but is not limited to original receipts, invoices, Paypal records, manufacturing costs, auctioneers valuation and repair costs in the case of damage claims
(v) Royal Mail reserves the right to inspect the item and packing and/or to request additional documentation or information to protect against unwarranted or duplicate claims
(vi) For items posted in the Christmas period (first Monday in December to the first working day following the New Year public holiday) a further working day (2 working days for redirected mail) will be added to the due day for delivery before compensation for delay is payable
(vii) Items sent by 1st Class, 2nd Class, Standard Parcels and Recorded Signed For™ are not classed as lost until 15 working days after the due date
(viii) In order to make a compensation claim for loss, damage or delay to an item posted with Royal Mail you must have met the appropriate conditions of posting
Please do not hesitate to contact us if you require further information.
DPD Local Shipping and Delivery
Highlands and Islands of Scotland
Our couriers, DPD consider the following Postcodes as the Scottish Highlands and are charged at a premium rate.
IV1-28, 30-39, 52-54, 63
PH18-26, 30-41, 49,50
The following Postcodes are deemed Islands of Scotland and are also subject to increased rates.
PA20, 41-49, 60-78
Shipping & Delivery
The goods you order will be delivered to the address you give when you place your order, except that some deliveries are not made outside the United Kingdom. (See delivery options at checkout)
Orders placed for delivery on the UK mainland before 2.30pm on a working day will be processed that day and will be delivered the next working day unless otherwise stated. (A working day is any day other than weekends and bank or other public holidays.) Saturday delivery costs can be found on the checkout page and European 2-3 day delivery costs are also found at checkout. Free delivery on orders over £50 is calculated before tax. If delivery cannot be made to your address for reasons under the Supplier´s control the Supplier will inform you as soon as possible.
If you deliberately fail to take delivery of the goods (otherwise than by reason of circumstances under control of the Supplier) then without prejudice to any other right or remedy available to the Supplier, the Supplier may:
• store the goods until actual delivery and charge you for reasonable costs (including insurance) of storage; or
• sell the goods at the best readily obtainable price and either (a), where you have not already paid for the goods in question, account to you (after deducting all reasonable storage and selling expenses) for any excess over the price you agreed to pay for the goods or charge you for any shortfall below the price you agreed to pay for the goods or (b), where you have already paid for the goods in question, account to you (after deducting all reasonable storage and selling expenses) for any proceeds received.
If you fail to take delivery because you have cancelled your contract under the Distance Selling Regulations the Supplier shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods. On exercising your right to cancel you shall be required to return the goods to the Supplier. Should you fail to return the goods, the Supplier reserves the right to deduct any direct costs incurred by the Supplier in retrieving the goods as a result of such failure.
Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, the Supplier will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, the Supplier will inform you of any delay as soon as possible and will give you the option of cancelling your order at this point.
Upon receipt of your order you will be asked to sign for the goods received in good condition. If the package does not appear to be in good condition then please refuse the delivery. If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.
CERAON UK reserve the right to refuse any sale at it's discretion