Frequently Asked Questions (FAQ)

Where we are located:

Acorn Catering Equipment Co.
George Baylis Road
Berry Hill Industrial Estate
Droitwich
Worcestershire
WR9 9RB
United Kingdom

How to contact us:

Tel: 01905 798080
Fax: 01905 797745

What are your normal business opening times?

Our showroom and office hours are 9am to 4.30pm Monday to Friday.
Our online shop is available 24 hours a day.

How to buy something from the website:

Browse around the shop and add any items that you wish to buy into the shopping basket or wish list. After you have finished your selection click on the 'Checkout' buttons, you will be asked for a few details that we need to be able to send you your order.

Paying for purchases:

We accept Visa, Visa Delta, Visa Electron, MasterCard and Switch. We do not charge for any item until it is ready to send. Back ordered items are not charged until they are sent to you.

How do I open a Credit Account?

Contact us and we will send you a credit application form. Once we have received and successfully checked your credit references you will be informed that your account is open. The process usually takes about 3 days

Terms and conditions:

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you a dispatch note. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Handling your order:

Once we receive your order, we will process and aim to despatch this on the same day providing the order has been completed before 11.30am, otherwise it will roll over onto the next day’s orders. Please allow up to 3 days for delivery of your order. Equipment may be sent direct from our suppliers, depending on the product.

Delivery Schedule:

Upon receipt of cleared funds we will deliver your order right away.

When can I expect delivery?

Delivery is normally next day for orders placed before 11.30am, though this isn’t guaranteed. You should allow approximately 3 days for a standard delivery. Although most deliveries take place in the morning the delivery drivers can deliver until 7pm at night

Can I have my delivery tomorrow?

If you need your delivery guaranteed for a certain day we have a number of delivery options. For guaranteed next day delivery orders should still be placed before 11.30am this will give us time to process your payment and order. If there is any problem with delivery we will let you know as soon as possible so we can discuss arrangements

What are your carriage charges?

For full details of carriage charges please see our Delivery page for full details.

Is the item in stock?

When you look at the item you are interested there is a stock indicator which tells you if an item is in stock or not. This is usually very accurate. If you place an order and the item is not in stock we will not process your payment, we will contact you first with a likely delivery date and you can decide whether to keep the goods on back order or cancel at that point.

Back Orders:

If your item is not in stock, we will back order for you. Our aim is to always have stock available on all the website items. Tax charges for orders made from the UK or the European Union, VAT is added at the ruling rate at time of despatch.

Security:

We use industry leading encryption technology to ensure the security of your personal information and this website uses a Security Certificate verified by Equifax from Geotrust. We also use a Payment Gateway system from Sage Pay (formerly ProtX) to securely process credit and debit card transactions. Acorn Catering Equipment Co. do not store any credit or debit card numbers, which is in-line with PCI compliance, so your security information is never available to possible eavesdroppers.

Privacy Policy:

Acorn Catering Equipment does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' option on the login. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies but if you turn them off you will not be able to place an order through the website.

Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Issue a unique identifier (e.g. customer login).
d. Monitor customer account status beyond that required for individual purchases.
e. Only disclose information to third parties for goods delivery purposes.

Returns Policy:

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk

My goods have arrived damaged, what should I do?

We’re sorry your goods have arrived damaged. Damaged items must be reported within 24 hours to allow for carrier claims. To report damaged goods please contact Diane on 01905 798080 ext 4

I have received my goods but no longer want them, what should I do?

If, when you receive your order, you no longer want the goods please contact us Diane on 01905 798080 ext 4. You will need a returns number to return any goods from the catalogue, we will give you the returns number and instructions as to where to send your parcel. Goods must be unused and in original packaging. The cost of returning the goods will be at your expense.

The responsibility for the parcel will also be yours, so please make sure you get suitable insurance from the post office, we recommend goods are sent either recorded or special delivery. The post office will advise the best service for the value of the goods.

Unrequired goods for credit will only be accepted within 10 days of invoice. Goods returned after 10 days will be subject to a 25% restocking charge. No goods will be accepted after 30 days. A refund will be made to your account or credit card once we have received a credit from our suppliers.

I have received the incorrect goods, what should I do?

If you have received incorrect goods or shortages on your order please report this within 24 hours. We will arrange to get the correct goods sent out and the incorrect goods collected. Phone Diane on 01905 798080 ext 4 to discuss what needs to be done next.

The goods are faulty, what should I do?

Goods are covered by a manufacturers warranty, if they are faulty within the warranty period call Carol on 01905 798080 ext 1 to arrange a warranty call. Please have your purchase invoice number to hand when you call. Some items in the catalogue are marked as having no commercial warranty, unfortunately we will not be able to action warranty calls on these items.

Can I speak to someone about one of your products?

Please feel free to phone us on 01905 798080. We are happy to help with your enquiry over the phone and discuss any queries you have.

Can I have a discount for a large order?

We welcome large orders. Please email us a list of catalogue codes and quantities and we will be happy to provide a discounted quotation for your requirements. Send your list to us at this address orders@acorncateringequipment.co.uk