Frequently Asked Questions

Q:Do I need an RMA Number? A:Please use your eBay ID as your RMA number. Please also include your full name and address in with the returned package so we can track it when it gets back to us Items should be returned to Canberra Supplies, Suite 21 Titan Business Centre, Park House Bradford Road, Birstal, West Yorkshire WF17 9PH   Q:My Item hasnt arrived yet, where is it ? A:Most items are shipped via Royal Mail unless stated otherwise. UK parcels should get there within a few days. There can be a slight delay in the post from time to time so please wait a few extra days if the item hasnt turned up in the usual stated time. If the item is large we ask you to please check with your local sorting office to see if its held, its very common for Royal Mail to hold items at the delivery office and neglect to leave a calling card, when contacting us we do need to know which office you have checked with. Additionally before we can issue a replacement or refund, 15 days need to have passed (28 days for international items),. this is the time Royal Mail require before a claim can be filed.   Q:How long will I have to wait for a response to my question A:We try to answer all questions as quickly as possible. Please bear with us as we do get a lot of questions and are also busy ensuring orders get out of the door ASAP. There may be an extra delay in answering questions at peak periods i.e Bank Holidays and Christmas.   Q:I bought an item but dont like it can I return it for a refund ? A:If the item is new and unopened, we will gladly accept it back for a refund, you will be required for all return shipping costs   Q:My item is damaged or defective what can be done? A:If you bought the item in the last 28 days we will replace it free of charge, if an item becomes faulty outside of this period we may at our discretion replace it, we may ask you to exercise te manfucturers warranty   Q: Can I pay by cheque ? A:Unfortunately we no longer accept personal cheques Q:I want to pay by credit card but Ebay doesnt allow me to enter my card details A:To buy by credit card you will need to call our office on 0844 55 33 993 where we can take payment over the phone, alternatively if you want to pay online choose PAYPAL as the checkout method and following the instructions on how to make a one time payment via a credit card (please note a paypal account is not required to do this)   Q:Why does Ebay ask me to verify my identify when purchasing your products ? A:Ebay have a policy where the purchase of cutlery requires you to proof you are over 18 years of age, to do this Ebay ask you to enter your credit card details - NO CHARGE is made to you card for this service, if you are unhappy with doing this please call us