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  2. Carlton Sales | Frequently Asked Questions (FAQ)
 

Frequently Asked Questions

The FAQ section of the site is designed to answer the questions that get asked by customers on a regular basis. There are links below which will hopefully deal with your question and answer any concerns you may have. If your question isn't listed below please contact us on Tel 01793 512 550 or email: enquiries@carltonservices.co.uk and one of our sales or technical staff will be only too happy to deal with your enquiry. Carlton Sales will constantly update the FAQ’s as and when required. We offer a range of catering equipment however, if you can't find what you require, please get in touch!

How can I order from Carlton Sales?

Order via our secure website and pay by credit / debit card, BACS, pro forma invoice or lease finance. Email your order to enquiries@carltonervices.co.uk . A member of the sales team will then make contact with you and deal with your enquiry. Post your order to: Carlton Services UK Limited, Unit 25, Central Trading Estate, Signal Way, Swindon, Wilts. SN1 3PD stating your preferred method of payment

How do I make a purchase on your website?

There are two methods by which you can search for the product you require a) By Category found at the top of the page, c) By Quick Search found at the top right of the page. Simply click on the products you would like to purchase. Fill in the quantity you require then click purchase, this will then be added to your Shopping Cart. When you have selected all of your required items, click on Go to Check Out which will then take you to the checkout page. Either Continue Shopping, adding other products in the same way as above, or click on your Shopping Cart at the top of the screen. Here you are able to amend/delete items by clicking on the Update/Remove buttons. Once you are satisfied that the details are correct, select one of the payment methods available. At the checkout stage you enter all your details including invoice and delivery address (if different). All the fields highlighted with an asterisk must be completed in order for you to place your order successfully. When you have submitted your order, a message confirming the order number will appear. An order acknowledgement will also be sent to your e-mail address. Please print this for your records. The online ordering process is now completed and your order will be sent

What is the minimum order value for orders online?

There is no minimum order value and all products are delivered free within the UK mainland

How can I pay for goods ordered online?

All major credit / debit cards except American express. Pro forma invoice B.A.C.S payment Lease Finance NHS, MOD, National & Local Government upon receipt of an official purchase order

Is it safe to use my credit card to purchase from your site?

Yes it is. In fact it is statistically safer to use your credit card over the Internet than in a restaurant or department store. Our website servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft's Internet Explorer and AOL's browser so that only we can read your personal information All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. However, if you are still concerned you can place the order indicating that you would like to be invoiced and then contact us by phone with your credit card details.

I do not have an account with you can I still order online?

Yes, you can place your order as above. The only customers that are allowed to purchase on account are the NHS, MOD, National & Local Government with an official purchase order.

When will my goods be delivered?

All our stock items are delivered to the UK mainland within 7 working days. Please allow longer during holiday periods. If your order is urgent, let us know and we will try our best to get it to you within the time required. Overnight & Timed deliveries are available at extra cost If there is a problem with delivering your item we will contact you

What is the delivery charge for my items?

Standard delivery is free for the UK mainland. Overnight & Timed deliveries are available at extra cost. Orders from Northern Ireland, Highlands & Islands, Republic of Ireland and Channel Islands are charged differently, please contact the sales office for a quotation. Cost of carriage for the return of goods ordered in error will be the sole responsibility of the purchaser. In some cases, carriage may be dependent on weight and charges may vary from what is shown on your order. If need be, a member of staff will contact you to confirm any adjustments.

Can I have my goods delivered outside the UK mainland?

International Delivery – Carlton Services is experienced in supplying to overseas customers. We have many satisfied customers in mainland Europe, the Middle East and Far East. Usually we would deliver free to a nominated shipping agent in the UK mainland and ask you to organise all further onward transport. Please telephone us on 01793 512 550 for more details All goods are delivered upon receipt of cleared funds

Will they unpack & install my new equipment?

This varies with manufactures but usually there is an additional charge. Please see related product details for further information and costs applicable.

Whose responsibility is it to check dimensions for suitable access?

It is your responsibility to ensure that the site for the goods is adequate in all respects and that reasonable access is available. Where there are delays experienced in obtaining access the Company can have the right to make reasonable additional charges.

Will you dispose of my old equipment?

Yes your old equipment will be removed and safely disposed of should you require. There is normally an additional charge for this service. Please see related product details for further information and costs applicable.

What can I expect from a standard delivery?

Standard delivery is usually 3 to 7 days. This is usually curb side or just inside your premises.

Can you supply me with sales brochures / catalogues?

We do not currently have any catalogues, however we are able to provide full technical information o request.

What technical back up is available?

We have a highly trained technical department that will deal with all of your enquiries. This technical department will gladly assist and advise you with your purchase.

Do you carry out a site survey prior to order?

Site surveys are only carried out when it involves the purchase of a Cold Room, or for kitchen refits & new installations. Please see related product details for further information and costs applicable. Some manufactures will charge for this survey.

Do you sell second hand equipment?

No because in our experience you are only buying someone else’s unwanted equipment. Reconditioned equipment can be restored to a reasonable standard but most do not comply with standard modern regulations. Warranty is also very limited and often parts are no longer available.

Can we rent equipment?

We do not rent equipment we only lease finance equipment. Lease finance is usually for 3 to 5 years

Can I return the items that I have purchased?

We will accept returns for all undamaged and unused items only if returned in their original packaging. Delivered faulty or incorrect items will only be replaced if notified upon delivery. Items ordered in error will be subject to a restocking charge. Cost of carriage for the return of goods ordered in error will be the sole responsibility of the buyer/client.

I cannot find the product that I am looking for?

There are two methods of searching for a product by, category or quick search. If you are still unable to find what you are looking for please do hesitate to contact the office and discuss your requirements with one of our sales team.

What kind of warranty can I expect?

You can expect the full manufactures warranty, please see individual products for warranty details.