FAQ – CATERWISE

Frequently Asked Questions

General Questions

Who are CaterWise?

CaterWise is an Irish based supplier of disposable packaging for takeaways, restaurants, cafés, hotels, food trucks, schools, and more. We focus on providing quality products at fair prices—without hidden costs or minimum spend gimmicks. Whether you're a small café or a busy kitchen, you get the same great value and service. We also offer eco-friendly options, regular special offers, and fast nationwide delivery.

Is it safe to buy from CaterWise?

Yes! All orders are processed through a secure, encrypted checkout, and we use trusted Irish couriers to deliver your products safely. Your personal and payment information is fully protected.

Who can buy from CaterWise?

While we're mainly B2B, anyone can purchase for personal use

What is Volume Pricing?

Volume Pricing means the more you buy of an item, the less you pay per unit. We believe in rewarding larger orders with better value—automatically. You’ll see price breaks clearly listed on eligible products, so there’s no need to apply codes or contact us. It’s our way of supporting both small and large businesses fairly.

Can I collect from your fulfillment center?

No, sorry we are currently online only

What’s the difference between a “Full Box” and a “Pack”?

Some of our products come in large case quantities. To make ordering easier for smaller businesses, we offer two options:

Full Box: This is the original case as supplied by the manufacturer, typically offering the best price per unit.
Pack: A smaller quantity taken from a full box, ideal for testing a product or when you don’t need the full amount.

Both options are clearly labeled on the product page, so you can choose what suits your needs best—whether you're buying in bulk or just topping up.

Ordering & Payments

How do I place an order?

All orders can be placed directly through our website—quick and easy, 24/7. You don’t need an account to order, but creating one helps you keep track of past purchases, manage your addresses, and speed up the checkout process for future orders.

Can I get a VAT invoice?

Yes, a full VAT invoice is automatically emailed to you after your order has been dispatched. Make sure to fill in your company details in your account profile.

If you didn’t receive it or need a copy, just email us and we’ll resend it promptly.

Can I set up a trade account or recurring order?

We don’t require trade accounts to access our pricing—everyone gets the same fair rates, big or small. However, if you place regular orders, we can work with you to streamline the process or set up recurring orders based on your needs. Just get in touch and we’ll see how we can help.

Delivery

What are my delivery options

Customers can choose DPD courier or Van Service where available
Van service is always free (currently available in selected counties)
Very heavy/bulky orders will only have van service as an option (in selected counties, please see our Van Service page for more details)

How do I get free delivery?

DPD courier: Orders over €150 ex VAT qualify for FREE delivery. Orders under €150 ex VAT incur a flat fee of €15
Van service: Always free where available, including for heavy or bulky orders that are only eligible for van delivery

When will my delivery arrive?

This depends on the delivery method you choose:

DPD Courier: Typically 2 business days.
Orders placed before our 4 pm cut-off (Mon-Thurs) are collected by DPD the next morning and delivered the following business day

Example 1: An order placed on Monday at 3 pm will be delivered on Wednesday
Example 2: An order placed on Friday at 5 pm will be processed on Monday and delivered on Wednesday
You will receive a DPD tracking number by email or SMS once your parcel is on its way

Van Service: Follows a weekly schedule in selected counties

How much is delivery if I'm below the Free Delivery Threshold?

DPD courier: Orders under €150 ex VAT incur a flat €15 charge.
Van Service: Always free where available, including for heavy or bulky orders that are only eligible for van delivery. See our Van Service page for details

Do you deliver outside Ireland?

We currently deliver only to the Republic of Ireland; Northern Ireland is excluded

What is a Reuse-a-Box mean on the shipping box?

This means that your order was packed in a reused box to reduce waste. It may look a bit rough, but it’s clean and does the job

What does Reduced Packaging mean on the shipping box?

We removed extra packaging to save space and reduce waste.

Account & Support

Do I need to create an account to order?

No, you can check out as a guest. But creating an account gives you added convenience:

View past orders
Save delivery address
Get faster checkout next time

It’s free, and takes just a few seconds to set up.

How do I contact you if I need help?

We're here to help. You can reach us by:

🌐 Email: info@caterwise.ie

📱 Phone: 0892563105

Whether it’s a product question, delivery update, or help with an order, don’t hesitate to get in touch.

Returns

What is your return policy?

We have a quick, easy, and hassle-free return policy. If there’s an issue with your order or you’re not satisfied with a product, just get in touch within 14 days of receiving it. We’ll guide you through the return or exchange process—no fuss.

Items must be unused and in their original condition and packaging.
Shipping costs for returns are the responsibility of the customer unless the return is due to an error on our part.
Once received and inspected, we’ll issue a refund or replacement as requested.

Please see the Returns & Refunds page for more information

Credit Accounts

Who can apply for a credit account?

Businesses with regular ordering patterns may qualify. You’ll need:

Minimum annual spend of €2,400 (excluding VAT) — equivalent to €200/month
Track record of minimum 9 (nine) consecutive months of purchases

We may still approve accounts below this threshold based on other factors.

For more details, please see the Credit Policy page

What are the payment terms?

Payment for all goods is due in full within 30 calendar days of the invoice date

For more details, please see the Credit Policy page

What happens if I miss a payment?

Your account may be suspended or closed without notice
Interest may be charged on the overdue balance at the statutory rate
No further orders will be accepted until the balance is cleared
We may request the return of goods in resellable condition

How are credit limits decided?

Initial limits are based on your average monthly spend.
We review and may adjust limits every 3 months based on your order and payment history.

How do I apply?

Email info@caterwise.ie with the subject line: “Credit Account Request”. To speed up your application, please include the following details in your email:

Registered Business Name & Trading Name
Company Registration Number (CRO) and/or VAT Number
Business address, phone number, and accounts department contact details
Names and proof of identity of Directors/Partners
At least two trade references

For full details on the application process, please see our Credit Policy page