About Products
When will an item be back in stock?
For products that will be in stock within 2 months, there is an estimated dispatch time. If there is no such information, you can contact us for details.
Do you have any samples for the products?
Unfortunately, we don’t provide any samples at the moment.
Do you offer customisation?
Unfortunately, we don’t provide customisation at the moment. All available options are shown on each product page.
Do your products come with a warranty?
Yes, all items are covered by a 13-month warranty against manufacturing defects.
Codes & Discounts
Do you offer discounts for bulk or trade orders?
Yes, please contact us for a personalised quote.
Why can’t I use the code?
Please make sure the code is entered correctly and meets the terms of the promotion. Some discount codes can’t be used together or may not apply to certain products or sale items.
Orders - Before Receiving
Can I cancel or amend my order?
If your order hasn’t been dispatched yet, please contact us as soon as possible to cancel or make changes. Once the item has been shipped, we’re unable to cancel it.
When will my order be dispatched?
Orders are usually prepared and dispatched within 1 - 2 working days after payment is confirmed, excluding weekends and bank holidays. Where an estimated dispatch time is provided on the product detail page, that information will take precedence.
How to track my order?
Once your order is dispatched, we will send you an e-mail with the tracking number.
How long will it take for my order to arrive?
Standard delivery usually takes 2–5 working days after dispatch. Please allow extra time during holidays and busy periods.
Can I choose a delivery date or time?
In most cases, we can’t guarantee a specific delivery date or time, unless we get in touch with you to arrange it.
I’ve received one parcel. When will the others arrive?
Don’t worry, your order may come in several packages that can arrive on different days. You can track each parcel using the tracking numbers provided.
Orders - After Receiving
I received an incorrect item.
Please contact us with your order number and the photos of the item you received. Once confirmed, we will arrange an exchange.
I received a damaged parcel.
If the outer packaging is damaged on delivery, please note it on the courier’s paperwork or refuse the parcel. Claims without proof may not be accepted. If you are not at home and cannot refuse the parcel, please contact us within 48 hours of delivery with photos or videos of the damage.
What if parts are missing or damaged?
If any parts are missing or damaged, please contact us within 48 hours of delivery with photos or videos. We will promptly resolve the issue.
What if a part is damaged during assembly?
If any part is damaged during assembly, please stop assembling and contact us immediately. Provide photos or videos of the damaged part, and we will send a replacement as quickly as possible.
Returns & Refunds
What is your return policy?
You can return unused and unassembled items within 30 days of delivery. Returned items must be in their original packaging and condition.
Do I have to pay for return postage?
If the return is due to a quality issue, we’ll cover the return postage. For non-quality reasons, the return postage will be your responsibility.
How do I start a return?
Please contact our customer service team before sending any items back. We’ll guide you through the process.
How long will it take to get my refund?
Once your return is received and checked, we’ll issue your refund within 3–5 working days to your original payment method.
I already returned the item, but haven’t received the refund yet.
Please make sure you have provided a valid tracking number. Parcels without tracking may not be identifiable and could cause refund delays.
Customer Service
How can I contact customer service?
Dear customer, you can reach our customer service team through the following methods: 1. Click the chat icon in the corner of the store to send a message. 2. Send an email to service@clipop.eu (recommended). 3. Call us at +44 7708 247993. Our customer service team is available Monday to Friday, and we aim to respond to all emails within 24 working hours, excluding holidays.
I contacted you via live chat, but no one is answering.
We’re sorry we couldn’t answer you immediately. Please leave us a message, and we’ll get back to you as soon as possible during working days.
I called, but no one answered.
We apologise if you couldn’t get through. Our phone line is managed by the warehouse, so they may be busy with dispatch and miss the call. You can email us at service@clipop.eu, and we’ll respond as promptly as we can during working days.