Frequently Asked Questions
Placing an order
Insurance and Owners Club Discount
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 or via email to firstname.lastname@example.org.
Don’t forget to login before you order online so you can view your order information and track your delivery.
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, email us at email@example.com to find out more.
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. 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.
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.
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.
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 the getting these items to you has increased. JK have 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.
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.
Can I click and collect?
Yes, you can! All orders must be placed on the website before you arrive at Just Kampers as we have no sales counter on site and there is no facility to order your parts when you arrive. Please allow at least 1 hour after ordering for your parts to be ready for collection. All collections will be handled in a covid secure manner to protect you and the JK Team.
I need to return a part, or my item is damaged, faulty or missing?
Information about our returns policy can be found here.
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.
Insurance and Owners Club Discount
I’ve taken out a policy, how do I get my discount?
After you take out a new insurance policy or renew an existing one and your cooling off period has passed, we will send you an activation email. When you receive the email, you need to simply click the “Activate Discount” button. This will verify your details and enrol you in our Insurance Members Club Discount program.
Once enrolled, you just log into our website whenever you want to place an order and you will be able to see and buy products at the discounted price.
Why hasn’t my discount been deducted from my order?
Please check you’ve activated the discount via the email we sent following the end of your cooling off period and ensure you’re logged into our website using the email address linked to your policy.
Once you’re logged in, the prices displayed are the discounted price.
It’s also possible you’re trying to purchase an item that is already discounted, part of a bundle kit or a gift card- Discount is not applicable on these items.
I have a question about my insurance policy?
Please call our insurance team on 01256 444546, they will be happy to help you.
I am part of an Owners Club, am I entitled to a discount?
If you would like to apply for Owners Club discount, please send your details and the details of the club you’re a member of to firstname.lastname@example.org and we will get back to you as soon as possible.