Welcome to the Clip help centre, where you will find the answers to the most frequently asked questions....
For Newpay FAQ's, click here.
How secure is shopping on clip.shop?
It’s vitally important to Clip that you can shop on our website in complete confidence. That’s why we’ve invested in the most advanced website security available, designed to provide all the protection and assurance you need, from making transactions to updating personal information.
Can I make changes to my order?
We all change our mind now and again. If you have paid for your goods in full through a debit or credit card and you want to make any changes to your order, email us at email@example.com or call us for free on 08000 448 411 for further assistance. If you have purchased the goods via a credit agreement through Snap Finance Ltd, please contact Snap Finance Ltd direct on 03300 109831.
If you are ordering furniture, please keep in mind that not every piece is the same, so there might be variations between batches. Also, changing your order may delay your delivery and could alter the price you’ve been quoted. Please note that changes to your order can only be made prior to delivery. Please refer to our Returns and Cancellations for more details.
Can you tell me the availability of a specific item?
Before you select a product to buy online, you'll find an indication of the current lead time for delivery will have been given on the product page and within Checkout when you place your order. Also, some bespoke items may also require longer lead times. If there are any queries/issues we will be in contact with you. Please be aware that this information can change daily. Clip cannot be held responsible for delays beyond our control. We will always endeavor to inform you as soon as we become aware of any changes in the time originally given when you placed your order.
Where is my order?
If you would like to check the status of your order please follow the instructions provided by our delivery partner. Alternatively, email us or call us for free on 08000 448 411 for further assistance.
What if my order is late?
Our delivery partners will let you know straight away if your estimated delivery time has changed. Of course, some delays are beyond our control but if this happens, we will make every effort to keep you informed. If you experience any issues with delivery, please contact your delivery partner. If you are still having problems after speaking to your delivery partner email us at firstname.lastname@example.org or call us for free on 08000 448 411 for further assistance.
What if my item is not available due to limited stock availability?
It’s extremely rare for this to happen and, as such, this is dealt with on an individual basis. A member of our team will contact you directly and make arrangements to refund your payment as quickly as possible.
Can I have an invoice?
Yes. You can email your invoice to yourself on the from your My Account. If you still need help, just get in touch.
Will I receive the exact model shown?
Images of the items shown on our website are for illustrative purposes only. We've made every effort to display all item colours accurately. However, we can't guarantee that all the images displayed on your product will accurately reflect the true colour of the item delivered to you. Please be aware that colours may differ between manufacturers.
Whilst every effort has been made to ensure that item specifications are correct on the website, due to continual item development through research & design, specifications may change without notice.
How do I know if the item will fit?
Nobody wants the unfortunate situation where the item you’ve ordered does not fit, where it’s too big for the room or won’t fit through your home’s doorways or entrances. So, when you order your goods, it’s important to check that it will fit into your house and your room. Please measure all doors, stairways, and the chosen space as carefully as possible. Click here for our helpful online measuring guide.
We try to list the full dimensions for every item. If for any reason the item you want doesn't have dimensions, please email us at email@example.com for further information.
It's important to note that the item dimensions don't include any protruding features such as controls and handles etc. Item dimensions represent the casing of the item only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate.
Clip cannot accept responsibility for furniture not fitting, as ultimately it is up to you, the customer, to measure. If the worst happens and your delivered item won’t fit in, we can offer advice on what to do next. If this happens, or if you are concerned that furniture due to be delivered may not fit then please email us at firstname.lastname@example.org or call us for free on 08000 448 411.
What do I need to do before my delivery arrives?
We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new product will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get damaged during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take.
Do you deliver overseas?
Unfortunately, we do not deliver overseas.
Where do you deliver to?
We offer delivery to most of the mainland UK excluding the Highlands and Northern Ireland. Unfortunately, at this present time we do not deliver to the following postcodes BT, KY, IM, ZE, KW, HS, IV, PA20+, PH31+, PO30+, TR21 and KA27
What do you charge for delivery?
To provide a clearer understanding of our delivery charges, we've created a delivery table that you can access by clicking on the "Delivery Information" tab located on the product information page. The delivery charge is based on the specific product or products being purchased, and the table provides detailed information on the charges applicable to each item.
Also, to make it easier for our customers ordering multiple items, the maximum delivery charge will be capped at £29.95.
Who will deliver my item?
All of our products are delivered direct from our suppliers, therefore, depending on the product you have ordered, the logistics company may be different.
What time will my delivery be?
If you've provided a mobile number, you'll receive a text message and email letting you know the timeslot estimated for your delivery. To keep up to date with any changes on your delivery day, you can track your order with the details supplied by our delivery partner. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.
How do I find out when my item will be delivered?
You will be provided that information when you view an individual product, however our delivery partners will be in contact with you to arrange a date that is convenient for you.
What happens if you can't deliver?
Sometimes there might be some restrictions on when we can deliver - for example if bad weather closes the road. If something stops us from delivering to you on the day we'll let you know so we can rearrange.
Can I change a delivery date I have already agreed to?
You'll be able to change your delivery date with our trusted delivery partners once you've had the confirmation SMS and/or email. Simply follow the instructions visit their site and they will take care of the rest.
Will it cost to change my delivery date?
When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost.
Can I change my delivery timeslot?
It is possible however this depends on the product you have ordered and whether the item has already been despatched. Please follow the instructions received from our delivery partners when they confirmed your original date and time.
Can you deliver my order to an alternative address?
If you’ve paid for your order with your credit or debit card, please get in touch ASAP by emailing email@example.com or give us a call on 08000 448 411. We’ll do our best to change the delivery address if we can. Please note: Once your order has been despatched, we may not be able to change the address at short notice.
If you have paid for your order using Snap Finance Ltd, please contact them as soon as possible on 03300 109381. If Snap Finance Ltd approve your change of address request, they will inform us, and we’ll do our best to change the delivery address. Please note: Once your order has been despatched, we may not be able to change the address at short notice.
When I order more than one item, will they all be delivered at the same time?
As our products are delivered direct from the supplier/manufacturer it is possible that different products may be delivered on different dates and at different times.
Can I cancel my order before delivery?
If you’ve paid for your order with your credit or debit card, please get in touch ASAP by emailing firstname.lastname@example.org or give us a call on 08000 448 411. Please note: Once your order has been despatched, we may not be able to cancel the order.
If you have paid for your order using Snap Finance Ltd, please contact them as soon as possible on 03300 109381. Snap Finance Ltd will inform us of your decision. Please note: Once your order has been despatched, we may not be able to cancel the order.
Some items are made especially for you and we may charge you to cancel your order because the item may not be saleable to another customer.
My delivery hasn't arrived yet, what should I do?
If your timeslot has come and gone, please contact the delivery company on the number provided in their email or text message.
There's no paperwork with my delivery
You will have received a copy of your order when you purchased the products from Clip. If you need an invoice that’s easy head over to MyAccount and in your orders you have the ability to print an invoice.
I've ordered the wrong thing!
We all make mistakes sometimes. Email us at email@example.com or give us a call on 08000 448 411 and one of our team will guide you through what to do. If you think you’re going to return an item, it’s important that you don’t use or install it as you may not receive a full refund.
My product has not been delivered
If your item is showing as delivered but you don't think it has been, please give us a call on 08000 448 411 or use the link provided by our delivery partners to contact them.
Returns and Cancellations
What happens if my item is damaged or isn’t working on delivery?
Can I return an item I don't want?
If you have purchased via a debit or credit card and you aren’t happy with your product, just let us know within 14 days of delivery and you can return it (exclusions apply, please visit our Terms & Conditions). Your refund will be made within 14 days of collection from your home. Please complete the cancellation form available on our website.
If you have made your purchase via a credit agreement with Snap Finance Ltd please contact them direct on 03300 109381 and they will discuss your options with you.
It's important you don’t use or install your product. If you do, we'll have to deduct up to 50% of its value from your refund, as we cannot resell it as a new item. We're happy for you to unpack the product and inspect it properly. We'll refund you in full for items which haven't been used, as long as you let us know you want to return it within 14 days of delivery. For more information on this, please visit our Terms & Conditions.
Will my item have a warranty?
The manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 1-year warranty covering all parts and labour. In some instances, the warranty could be longer, please check the product details.
Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.
Do I have to pay for returning a product?
The cost of return postage will be at your expense unless the goods are faulty or damaged. We can arrange collection for you but will request that payment is made before the product is collected.
If you have paid by debit or credit card we will deduct the agreed cost of collection from your refund. If you have taken out finance through Snap Finance Ltd, they will agree with you how your return delivery cost will be paid.
If I have returned a product how long will it take for a refund?
If you have paid by debit or credit card and we have received your returned product and checked for any damage we will process your refund immediately. Refunds to a debit or credit card will normally take up to 10 working days.
I haven’t received my refund what should I do?
Once a refund has been issued there is no way we can check if the funds have reached your account. If you haven’t received the refund within 10 days please contact your bank.
How do I request a return?
Please click here to access information on returns.
Payment and Finance
What are the payment options online?
You can pay for your products via debit or credit card, using Klarna or by a pay monthly finance solution, including interest free, to suit you. Our pay monthly finance solution is subject to a minimum order value of £215.
How do I apply for Credit online?
It’s simple. Clip always provides you the right finance package to suit your needs in easy to manage instalments. Subject to a £215 minimum order you can check your eligibility for finance with our partner Snap Finance Ltd. This will not affect your credit history and a hard credit search will only be required at the point of completion of the loan. When you check out, the lender will ask you for some details so that they can make sure any lending is affordable on the terms you have chosen.
Am I eligible to apply for Credit?
You must first meet the following criteria:
- Be 18 years of age or above
- Have an active current account that can accept Direct Debits
- Bring home £200/week minimum
- Be resident in the UK
- Have a valid debit or credit card (Visa, Mastercard, Maestro or JCB)
Just follow the instructions at the checkout. We will then ask you to create an account with a password. This is necessary in case an instant decision cannot be made by the underwriters. They will also contact you if a little extra information is needed to assist your application. Remember you can keep track of your application’s progress by logging in to your account.
The decision will be returned automatically either on the screen or via email directly from Snap Finance Ltd. If you make a mistake or are in any doubt, please call Snap Finance Ltd for advice on 03300 109381.
What happens after my online Credit application has been approved?
Once your application has been approved, you will need to fill out and sign an electronic copy of your application form. Just follow the steps on the screen to complete your application. Once we’ve confirmed with you that your order has been processed, separate paperwork listing the items you have chosen will be sent to the email address you’ve provided. We strongly recommend that you don’t delete the credit agreement email so you can confirm the figures if needed.
No physical documents will be sent to you unless you request these from Snap Finance Ltd following your purchase.
Your 14-day cooling off period, during which you may cancel the contract at any time, starts the day after your e-signature has been completed on the credit agreement.
Delivery of your items cannot be made until Snap Finance Ltd has confirmed with Clip that your approved application has been processed and signed.
In the event that you choose to cancel your order, you can of course go ahead up to 14 calendar days after your order has been received and delivered. Once you have advised us in writing, either by post or email, any deposits paid will be refunded back to your card. This, in some cases, can take up to seven working days to be credited back to your account.
When do I start paying my Credit instalments?
That’s easy. Once your order has been delivered to your home address, the loan company will contact you to advise that the instalments will begin to be collected from your chosen bank account. Generally, the first instalment is around 4 weeks or during the calendar month following the month of your delivery day.
What happens if my online Credit application is declined?
If, for whatever reason, your loan application is not approved, Snap Finance Ltd will contact you immediately regarding their decision. Snap Finance Ltd will send you, by email, details of how you can get further advice regarding their credit decision. Please note that we at Clip are not responsible for this decision. Any questions regarding this will need to be taken up with Snap Finance Ltd directly on 0300 109381
Is the deposit amount requested by Snap Finance Ltd based on the value of my purchase?
No, there is a minimum £15 deposit with any purchase with Snap Finance Ltd, but you don’t need to pay that until you have chosen your items and are ready to sign the agreement. This will be deducted from the total amount of the loan.
My details have been used fraudulently to obtain credit, what should I do?
If you believe your personal details have been used to obtain credit without your permission, please contact Snap Finance Ltd as soon as possible on 0300 109381.
What do I do if I have a complaint?
Each and every member of our team is passionate about providing the best possible customer service. It’s something we pride ourselves on. We want you to have the very best experience, as well as receiving a product of the highest quality and reliability.
Whatever assistance you need, we’re happy to help. Please contact us via email at firstname.lastname@example.org, WhatsApp or call on 08000 448 411.
Alternatively, you can write to us at the following address:
71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Your statutory rights are not affected.