Frequently Asked Questions

Deliveries

Can I visit JK Australia?

We are a mail order company, but there is a trade counter where you can collect from. Please call before you visit to make sure we have stock and to avoid disappointment.

Do I have to be there to sign for delivery?

Most deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you can’t be there to sign for delivery and your order qualifies, you may be able to provide special delivery instructions during the checkout process for our couriers to leave the item(s) in some other safe place. Otherwise, remember that you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's place, etc.

Do you ship abroad?

Yes, we ship to Australasia by air freight only. Delivery cost is calculated at the time of checking out or contact our customer service team on +61 2 9645 7660 or [email protected] 

All other international orders should be placed on the www.justkampers.com web-site

How can I track my delivery?

Once your item has been dispatched, you will receive an email with your tracking number and a link to our courier’s website enabling you to check the progress of your delivery.  If for any reason you need assistance with this, please contact our Customer Service Team via our contact form.

I paid for Priority Shipping, but my order hasn’t arrived.

You can opt to pay for priority shipping when checking out on our website. This isn’t a quicker delivery service but a faster dispatch from our warehouse. All orders placed before 2pm, when choosing this option, will be dispatched the same day (subject to cleared funds and availability). The delivery will remain on a 24–48-hour service.

When can I expect my items?

Our courier service is 24 – 48 hours. Our couriers deliver Monday to Friday and not on bank holidays. Occasionally though, due to circumstances outside of our control, your order may be delayed so please allow sufficient time for your delivery. If your goods have not arrived 2 working days after your order was confirmed as being dispatched, please contact us here.

If your item is arriving via a Royal Mail tracked service, this usually takes 24 to 48 hours but can sometimes be delayed depending on their capacity.

Further delivery info can be found here.

When will my products be delivered?

All orders received by 2.00pm will be dispatched the same day subject to availability and cleared payment.

Where Is My Order?

When you place an order online, you will see an order confirmation screen giving you your order number. Please make a note of this number for your records. Within a few minutes of placing your order, you will automatically be sent an email with your order number confirming that your order is in the system. Once your order has been processed, you will receive another email confirming your order has been processed and, if necessary, informing you of any issues relating to your order, such as whether the item is out of stock or if a substitute item is being sent. At the point of dispatch, you will receive an email giving your parcel number together with a link to the courier’s website to enable you to check the progress of your order.

You can monitor the progress of your order online at any time by logging on and checking your order details. We will advise you when ordering if an item is out of stock.

Which countries do you deliver to?

We can ship pretty much anywhere a courier can reach! We’ve been serving customers all over the world since we started back in 1989. We have many retail and trade customers located in Europe, North America and Australasia.

Unfortunately, we do not deliver glass overseas currently.

Which courier do you use?

UK – DPD, Tuffnells and Royal Mail

Non UK – DPD and UPS

Who qualifies for the free delivery charge?

This offer is for order place online that are over $250.

Why has a £5 delivery charge been added to my order?

Due to larger items such as panels, bumpers and glass requiring non-standard delivery, the cost of getting these items to you has increased. JK has absorbed as much of these increased costs as we possibly can to try to minimise the impact on our customers, but we have had to implement a flat £5 fee on oversized orders.

Returns

I need to return a part, or my item is damaged, faulty or missing?

Information about our returns policy can be found here.

What is your returns policy?

Upon receipt of your order you have two working days to advise Just Kampers of any damage or shortages of the goods. If for any reason you have ordered the incorrect parts, we offer a 14 days (from delivery date) refund or exchange policy, subject to the goods being returned in unused, perfect condition, with the original packaging still intact. Customers must meet the cost of return carriage on correctly supplied goods.

Any returns after 14 days are at our discretion and a 20% restocking fee may be charged. No returns will be accepted after 21 days.

Why have I been charged a 15% restocking fee?

A 15% restocking fee is charged on items returned to us outside of the 30 day returns policy. A restocking fee may also be taken at our discretion if you return goods to us in a used condition or if the packaging is no longer resalable due to being defaced with tape or labels. We highly recommend double boxing any return to us to minimise the risk of this.

Placing an order

How can I place an order?

Sadly, we have now closed our shop on site. We do still have a click and collect service; you can find out more here.

If you’re new to Just Kampers, you will need to place your first order via our website. This is to protect both you and JK against any fraudulent transactions.

If you’re a returning customer, you can place your order online through the website, over the phone with our sales team on 01256 862288 or via email to [email protected]

Don’t forget to login before you order online so you can view your order information and track your delivery.

I live abroad, how do I get a quote with delivery cost?

Our website will quote for delivery to most countries at the checkout stage, however we cannot provide an online quote on oversized items. For these items, you will need to contact our Sales Team on 01256 862288. Please note, our quote will not include import and handling charges, these are payable locally and are the responsibility of the customer.

Please note, we do not ship glass overseas currently.

My item is on back order, what does that mean?

Due to our huge range, we sincerely regret that we cannot ensure permanent availability of all items. If an item is out of stock, it will be placed on back order for you ensuring it will be on its way as soon as it is available again. We will keep an item on back order for a maximum of 45 days before cancelling your order.

Back ordered items are clearly identified on our website at the time of checkout but sometimes we’re not aware of them until our team come to pick your order. We will let you know as soon as possible if your item is unavailable.

Please note, if you’ve used PayPal as your payment method, this will expire after 28 days so we’ll need to request this again if the wait time exceeds this.

What is a ‘bill direct’ item and when will it arrive?

We don’t keep all our catalogue in our warehouse, some items are sent to you directly from the supplier. Our Sales Team will be able to give you a good indication of when your item is expected to be with you. Sometimes, there are delays on these if the supplier is out of stock, but we will keep you informed if this is the case. Please note, there is often a restocking fee charged by suppliers on these items should you wish to return them.

What is the surcharge on reconditioned units?

This is, in effect, a deposit paid against parts supplied that have been reconditioned. Once you receive your reconditioned part and it’s fitted, you can return your old core unit to JK and receive the surcharge back as a refund. To return your old core unit you will require an RA number which you can obtain from our Customer Service Team here.  JK do not cover the cost of returning the old core unit.

Which payment methods do you accept?

We accept all major credit and debit cards excluding American Express. We also accept PayPal and Amazon Pay when placing an online order. Payment is settled when items are invoiced, excluding Amazon Pay where payment is made in advance of this. Please note; PayPal authorisation expires after 28 days so we may need to send a new request for back ordered items.

If you live overseas, we have additional payment methods available, you can contact our Sales Team on 01256 862288 or email us at [email protected] to find out more.