Frequently Asked Questions
Q: Where is my order?
A: Upon dispatch you will receive notification of your tracking number and a link to monitor its progress. Please check your spam/junk mail (social or promotions) folder for this email. If you haven’t received this then please send us an email at email@example.com with your order number and/or full shipping address. If you have a tracking number, please visit the relevant courier website:
- Yodel: https://www.yodel.co.uk/track
- DPD: https://www.dpd.co.uk/
- Royal Mail: https://www.royalmail.com/track-your-item#/
- UCS: https://www.useucs.com/track-trace
- Deutsche Post: https://www.deutschepost.de/sendung/simpleQuery.html?locale=en_GB
- Global Mail: https://www.packet.deutschepost.com//web/portal-europe/packet_traceit?
- DHL Express: https://www.dhl.co.uk/en/express.html
Q: Why is my tracking number not working?
A: If you are outside the UK and your order costs less than £50 (or 60EUR) then your parcel will be dispatched with Global Mail Packet Priority which is an untracked service. Delivery times vary depending on the destination:
- Germany: 2-4 working days
- France: 3-6 working days
- Rest of Europe: 6-10 working days
- Rest of World: 8-12 working days
Q: If I place my order today, will I receive it tomorrow?
A: Orders placed before 1pm GMT on a weekday (Mon-Thurs) will be delivered the following day (mainland UK only). Orders placed after 1pm GMT on a Friday will be delivered the following Monday.
Our expedited next working day (Mon-Fri) delivery cost is £3.95. Any orders placed after 1pm, over the weekend or on a bank holiday will be dispatched the following working day (Mon-Fri).
Q: Is this item suitable for a child aged……?
A: Although we include suggested age ranges for our products we understand that every child is unique and so we have also included detailed dimensions in the descriptions to help you determine if it is suitable for the intended user.
Q: I haven’t received my discount code, why?
A: Subscribers to our newsletter via the pop-up window will receive a discount code via email. If you haven’t received an email with your code immediately then please check your spam/junk mail (social or promotions) folder.
Q: Where can I find the pop-up window for the promotional code?
A: This will appear once. If you missed it, please do one of the following:
- Visit our website from a different browser, or
- Clear your browser cookies, or
- Open an incognito window
Q: I haven’t got the instructional manual. What do I do?
A: All our items are supplied with assembly instructions. However, if you did not receive them or you require another copy then please contact: firstname.lastname@example.org and we can send a PDF file via email.
We have assembly videos for many of our products our bopster YouTube channel: https://www.youtube.com/channel/UChrNAy2dGB53DZb0DTbNcfg/videos.
If you still require assistance with the assembly then you can contact our experts on email@example.com. A photo of your progress so far would be very helpful.
Q: I need a spare part, how can I get one?
A: For most of our products we offer a 12month warranty (excluding Used/Return items), so please send us an email on firstname.lastname@example.org with your order number and/or full shipping address, to verify your order. Please include a photo of the broken/faulty part, or use the instructional manual to highlight the part (if it was not included in the parcel). If your product is outside of the warranty window, feel free to contact us and we can try and help resolve the issue.
Q: I would like to return my order due to a change of mind. What should I do?
A: As long as the item is still sealed and unused (as sent to you) you may return it to us for a full refund. We can arrange a collection for the item but will have to deduct £6 from the refund. If you would like us to arrange collection then please inform us of a suitable weekday for the collection and provide a mobile number the courier can use to inform you of an expected time.
Alternatively, please return the item to the address below and once we have received it we will issue your refund. To help speed up this process please enclose a note with the item detailing your order/invoice number and the reason for the return.
Click Europe Ltd
Parkhall Business Centre
40 Martell Road,
Q: Can I cancel or amend my order once it has been placed?
A: Please call us on 020 8670 0223 as soon as possible, quoting your order number or your shipping address postcode. Depending on the status of your order we may be able to halt the order before it has been dispatched. Our office hours are Monday to Friday 9:00-17:00. If we are unavailable to take your call, please send us an email on email@example.com and we will reply as soon as possible.