Frequently Asked Questions
Purchase and Delivery
What payment methods are available?
Cards: We accept payment by Visa debit and credit cards. 2. Cheque: You can pay for your goods by cheque, please call us to place your order, we will then raise a pro forma invoice to email to you. Please send your cheques made payable to Eurocatering ne ltd to the address on our contact us page, please ensure that all cheques are sent along with the reference number on the pro forma invoice to allow us to track incoming payments. Please allow up to 7 working days for your cheque to clear before the goods are despatched. Bank Transfer: You can pay for your goods by bank transfer, please call us to place your order, we will then raise a proforma invoice to email to you. Please send your bank transfer to the bank details provided on the proforma invoice and please ensure that all payments are sent along with the reference number on the proforma invoice to allow us to track incoming payments. Please allow up to 3 working days for your transfer to clear before the goods are despatched.
How long will it take to deliver the goods?
Approximate delivery times vary by product, delivery times for individual products can be found on the product page under the Technical and Dimensions tab.
How can I track my order?
Orders placed, can be tracked by giving us a call, we will provide your with consignment numbers and carrier details where availabl.
My goods have arrived damaged, what can I do?
If your package arrives damaged please sign the delivery drivers paperwork as “damaged” and refuse the delivery and then phone us to inform us of the damages, we will then endeavour to get a replacement item to you as soon as possible. Please do not sign the drivers documents as unchecked or in good condition as we cannot accept claims for damaged goods signed for as in good condition.
Will the carrier bring the goods inside for me?
Unless otherwise stated all deliveries are ‘kerbside’ only and do not include bring products inside, unpacking, positioning, removal or disposal of old goods.
What does 30amp or 20amp mean?
20amps and 30amps refer to the electrical loading of an appliance. Equipment which requires a 20amp or 30amp supply will require hard wiring into a ‘fused spur’ by a qualified electrician or engineer. These items can not be connected to a normal 13amp electrical socket and normally do not come with cable attached.
What does three phase / single phase mean?
Three phase appliances need to be connected to a three phase power supply. Three phase supplies use 5 wires, 3 lives, neutral and earth, single phase appliances come with 3 cables, live neutral and earth. If you are not sure which supply you need we would advise you get a qualified electrician or engineer to check before ordering the goods.
What does LPG/Natural gas mean?
Gas appliances can be supplied as either natural gas or LPG/Propane. Natural gas is normally found in towns and cities and arrives to your premises via mains gas pipelines. LPG /Propange is normally found in rural or remote locations and is stored in tanks or bottles.
What does light/medium/heavy duty mean?
Certain commercial appliances are classified by duty rating. Light duty, suitable for light duty commercial use, normally for small cafes, canteens, pubs and bars where food is available for a limited time during. Medium duty, suitable for medium duty commercial use, normally for cafes, pubs, bars and small restaurants where food is cooked all day. Heavy duty, suitable for any commercial application heavy duty equipment is normally found in large food dependant pubs, large restaurants, schools and hospitals
Can you install the equipment?
Installation is not included in the price of equipment on our website, installation may be available as an extra on some items. If you require installation please call us to discuss your requirements, please note installation may add to the delivery lead time of an item.
Can you remove and dispose of old equipment?
Removal and disposal of old equipment is not included in the price of our equipment. This service may be available as an extra on some items, please call us to discuss your requirements.
My equipment has broken down, what do I do?
In the unlikely event your equipment should break down within its warranty period please contact us on 2. 0191 3860111 . Alternatively you can email us the details of the problem to email@example.com stating the make and model of the equipment, the problem along with your contact details, full address for the location of the equipment and the original invoice number.
How long does it take to repair an Item under warranty?
Where an item has a full onsite warranty we aim to repair the equipment within 2 working days of the fault being reported. Where an item carries a return to base warranty we aim to repair the equipment within 2 working days of receiving it and will return it to you on an overnight delivery. Where an item carries a manufacturer’s warranty the warranty repair time is subject to the manufacturer’s terms and conditions.
What does parts only warranty mean?
Some items on our website can be supplied with a parts only warranty. This warranty covers replacement of faulty parts on the equipment for the period of the warranty but does not cover callout or labour to fit those parts. All equipment which can be supplied parts only can also please supplied with a full on site warranty and it is your choice to buy the item on a parts only warranty. We would always advise buying an item with a full warranty if you are not a qualified engineer or do not employ a qualified engineer to install parts.
What does parts and labour warranty mean?
The majority of our items are supplied with a full parts and labour warranty, in the event of a breakdown please report the problem immediately to our service department who will arrange for an engineer to attend your premises and resolve the problem as soon as possible.