Help Centre

We know our lead times are not great at the moment, we’re working closely with our suppliers to reduce these. There’s currently a lot of pressure on global shipping around the world. As a result, our products are taking longer to arrive into ports. This does unfortunately mean that your dispatch date may change, or your order could be delayed, but rest assured that we’re doing all we can to get it out as quickly as possible.

When an order is dispatched you will get an email notification. After an order has been dispatched it typically takes 3-5 working days to arrive. If you ordered multiple products in one order and some products are available for dispatch earlier than others then we will split your order and send you the products separately as soon as they become available.

When you place an order with us, you should receive an order confirmation email within 10 minutes. If you have not received this then please check your junk folder.

During busy times our email system can be running slower than usual so please allow 1 hour if you still haven’t received your order confirmation email.

If you still haven’t received your order confirmation email but you can see that the money has been taken from your account then we will have received and processed your order and it is likely just a technical glitch with our order confirmation emails. Please send us a quick email to info@bokel.co.uk and we will double check it has been received and that it is being processed (replies can take up to 1 working day).

If you haven’t received your order confirmation email and you can see that the money has not been taken from your account then your order probably failed and you will need to try placing it with us again.

If you ordered multiple products in one order and some products are available for dispatch earlier than others then we will split your order and send you the products separately as soon as they become available.

When we split your order into multiple deliveries, you will receive confirmation emails from us to let you know when an item is dispatched and when an item is placed on backorder. When a backordered item is then dispatched, we will send you another dispatch confirmation email.

If you want to query a particular order or a particular item in your order then please send us a quick email to info@bokel.co.uk (replies can take up to 1 working day).

We are currently delivering to Northern Ireland.

Due to the new customs processes that came into place as part of the Brexit agreement, we are currently unable to trade and deliver products into the Republic of Ireland.

We are reviewing these processes with our carriers to find a way that would enable us to continue serving our customers in the ROI. Until a clear and viable solution is found, we are unable to accept orders, and therefore as a business we believe this is the most responsible course of action at this time.

To keep costs low for our customers, we only provide tracking with some of dispatched items.

When an item is dispatched you will receive a dispatch confirmation email. Delivery then typically takes 3-5 working days. If a courier provides us with a tracking number then we will add this to your order within 48 hours. You will be able to access this tracking information by going to the order in your Account and clicking on the tracking link.

If you ordered multiple products in one order and some products are available for dispatch earlier than others then we will split your order and send you the products separately as soon as they become available.

When we split your order into multiple deliveries, you will receive confirmation emails from us to let you know when an item is dispatched and when an item is placed on backorder. When a backordered item is then dispatched, we will send you another dispatch confirmation email.

If you want to query a particular order or a particular item in your order then please send us a quick email to info@bokel.co.uk (replies can take up to 1 working day).

You can update your delivery address prior to dispatch in your Account. If your item has dispatched, feel free to send us a quick email to info@bokel.co.uk and we’ll be happy to assist you with this (replies can take up to 1 working day).

To keep costs low for our customers, we only provide tracking with some of dispatched items.

When an item is dispatched you will receive a dispatch confirmation email. Delivery then typically takes 3-5 working days. If a courier provides us with a tracking number then we will add this to your order within 48 hours. You will be able to access this tracking information by going to the order in your Account and clicking on the tracking link.

When you visit an item’s page on our website then there will be a snippet of information telling you how long that item will take to dispatch. When an item is dispatched you will receive a dispatch confirmation email. Delivery then typically takes 3-5 working days.

Enter your code at the basket, exactly as it appears.

NOTE: Your code may have a minimum spend (which does not include delivery costs) – this can be found in the T&Cs of the promotion.

You can do this at the checkout when you pay for your next order. Use the “Use a new payment method” option, and tick “Save payment information to my account for future purchases” when filling out your new card details.

You can also add and remove payment methods if you are logged into your account by navigating to Account > Payment Methods.

Yes, log in to you account and navigate to Account > Payment Methods.

Yes, we never store your full card details, only a token (that we use for future purchases) and enough information to display on the website so that you know which card it is, i.e. the last 4 digits of the card number.

Yes, you should receive a VAT invoice automatically after placing your order. If you did not receive this then email us and we can send you a copy.

No, we’re unable to accept cheque’s or purchase orders as a form of payment.

We accept all major credit and debit cards including Visa Credit, Visa Debit, Mastercard, and American Express.

You will receive an automated email as soon as your refund is processed and then your refund can take up to 10 days to appear in your account.

By law, any refund must go onto the original used card, so this isn’t something we’re able to do. If the refund declined, we will then contact yourself and alternative card details can then be taken.

Please email us to request cancellation of your order.

For more information on our cancellation policy, see Section 9 in our Terms of Sale.

Although this is very rare, should your product not arrive in perfect condition, please send us an email with an image of the faulty product, and a member of our dedicated customer service team will advise on the best solution, including refund, replacement or repair options

Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

We do keep some fabric samples available so let us know if you would like one sending to you. Please note that this is not always possible.

Firstly, we’re sorry you received the wrong product. Please email us with details of your order and what you’ve received and we’ll get it sorted

We don’t sell bulbs at the moment, but we do indicate on the product pages which bulbs are needed. You can pick bulbs up at most hardware stores.

We accept Visa Credit, Visa Debit, MasterCard, and American Express. Make sure your card details are correct and your billing address is in the UK. If it still isn’t working, please contact your bank.

Please read our comprehensive privacy policy and cookie policy here.

Please read our comprehensive privacy policy and cookie policy here.

It’s your right to change your mind, and we totally respect that. On the bottom of every email from us, there is a unsubscribe link which removes you from all our email marketing with just one click.

Your data is in safe hands. We only use it to process your activity on our site, for the best customer experience. If you’ve agreed to share your personal data with third parties, we only share the minimum needed to be able to provide services to you.

You can change your account details via your online account. Once logged in, click on ‘Account Details’. You are then able to change your name, email and your account password.

You can also go into ‘Addresses’ and you can add, change or delete saved addresses.