are international customers responsible for duties and customs fees?
Import VAT, customs duties and local clearance charges may be payable by the recipient.
shipping & lead times
can I rush my order?
Expedited processing may be offered at checkout for eligible orders when capacity allows.
do you deliver internationally?
International availability depends on destination, product restrictions and the services shown at checkout.
do you deliver large or palletised orders?
Large or heavy orders may require a specialist carrier and a separately arranged delivery service.
do you deliver to Northern Ireland, the Highlands and Islands?
Some UK postcodes may have longer delivery times or different charges.
do you offer collection?
Collection is not currently available unless it is specifically offered during checkout.
do you offer free delivery?
Free UK delivery may be available when an order reaches the qualifying basket value shown at checkout.
do you refund delivery charges?
Whether delivery charges are refunded depends on the reason for return and applicable consumer rights.
how do I cancel my order?
Contact Bokula as soon as possible before the order enters processing or dispatch.
how do I contact customer service?
Email hello@bokula.co.uk or use the Bokula contact page.
lead times
Most orders are prepared within 3–5 working days before dispatch. This does not include carrier transit time.
what happens during bank holidays?
Processing and carrier schedules may pause or take longer around UK bank holidays.
what should I do if tracking says delivered but I have not received it?
Check safe places, neighbours and household members before contacting Bokula.
when will my order be dispatched?
You will receive a confirmation email after checkout and another email when the order has been dispatched.
where are my items dispatched from?
Bokula orders are dispatched from our UK fulfilment location and may occasionally arrive in separate parcels.
where can I find updates on my order?
Check your account, confirmation emails or the Bokula order-tracking page.
where is my parcel?
Use the tracking link in your dispatch email or the Bokula order-tracking page.
which delivery carriers do you use?
Bokula may use Royal Mail, DPD, Evri, DHL UK or another suitable UK carrier.
which delivery methods include expedited processing?
Carrier speed and order-processing speed are separate services and may have different cut-off times.
why does tracking say dispatched but the carrier does not have the parcel?
The tracking record can appear as soon as a label is generated, before the first carrier scan.
why hasn’t my parcel moved?
Tracking may take time to update after a label is created or while the parcel moves between carrier hubs.
why was VAT added to my order?
UK VAT is applied where required and is shown during checkout or on the order documentation.