FAQs

  • How do I use KlikLocal?

    It’s a piece of cake. We promise. Just download the app from the App Store (or Play Store for Android devices). The first time you use it you’ll need to enter a few details, then switch on your Location Services so we can locate the shops and services in your area and away you go.

    From then on, it’s just a matter of signing in, choosing the products or services you fancy from as many stores or companies as you wish, ticking off your shopping list, and going for Klik’n’Collect or Home Delivery. Bish. Bash. Bosh. Job done.

  • Do you charge the same price as the shops and restaurants?

    Yes we do. So you won’t pay a penny more, and you get to enjoy all the latest offers and Meal Deals too.

  • When will I be charged?

    It’s the usual online scenario – you pay as you complete your order. You need to enter your bank details onto our secure payment gateway, and that’s it. Job done!

  • Is there a minimum order value?

    Sometimes. We leave it up to the individual shop or restaurant to decide. If there is one, you’ll find it on their KlikLocal page.

  • How do I Klik’n’Collect?

    It’s really straightforward. Choose ‘collection’ or ‘delivery’ at checkout, and you’ll be sent a notification on when your order is ready to collect in store email and/or text when your order is ready to collect in store. Opening times vary from store to store and are set by the shops themselves – you’ll find all the details on each shop’s webpage within KlikLocal.

  • How does Home Delivery work?

    Well it’s quick, let’s put it that way. Whether it’s a few bits and bobs or the big weekly shop, we aim to get all orders to you within 45 minutes. How? Well we have a super duper team of drivers and cyclists (the biggest localised network in your area in fact – I know, get us)! So we just choose the best and quickest option for your purchases. Exceptions to timings may apply if ordering during your service provider's busiest periods or if there are any traffic delays en route, however you can keep tabs on your order as soon as it leaves the shop, which we find strangely addictive.

  • How much does Home Delivery cost?

    We try to keep this as low as possible. It starts at just £2.50 per order, and depends on your distance from the shop.

  • What if I want to change my order or add something to it after I have selected ‘delivery’ option?

    We’ve all done it – completed an order and then remembered something else.
    • If your order is complete and has not yet been accepted by a driver, you can add to it by selecting the new items online and selecting the ‘collect’ option rather than ‘delivery’. Then just call the shop to explain you have added to your order but want the new order sent together with the existing order for the same delivery.
    • If your order has already been accepted by a driver – unfortunately… it’s too late! (You’ll know this as you will receive a notification that your order is on its way). Instead you can order the extra items and either pay for a new delivery or arrange to collect.

  • What if I’m not happy with the delivery service, or it’s late?

    We don’t do shoddy. To keep our delivery service at it’s best, we ask that you rate your driver for quality and care, every time you receive your order. If a driver’s rating drops below the KlikLocal standard, they’re brought in for re-training. If their rating remains below our standard after re-training, they’re out… Simple as that. So whether you give them the thumbs up or the thumbs down, please rate them accordingly to help us, and you, to only choose the best.

    Sometimes however, things outside of our control can cause a delay. If this happens, where possible, we will try and call you to give you a heads up if we feel that your order might not arrive within 45 minutes, and we will continue to get it to you as quickly as possible. You can also track your order to see exactly where it is or use the Contact Driver button on your order confirmation, to message your driver direct (we use KlikLocal Secure software to keep your number nice and private).

  • What happens if I do not hear the doorbell or I’m not available for delivery?

    Please do not make an order if there isn’t someone available to take the delivery as you may incur an extra delivery charge

    We do our best to be flexible but to keep things running shipshape our drivers can’t hang about. If your order has left the shop, you can use the Contact Driver button on your app, to message your driver direct. But please note, a driver cannot wait longer than 5 minutes.

    If there’s no answer when our driver knocks on your door, they will try texting or calling you – so we recommend keeping your phone handy. If the driver is still unable to get hold of you, they will move on to their next delivery and you will be charged for the meal and delivery charge.

    Any perishable items will be disposed of in the appropriate manner. Clothing or other items are returned to our hub and will be available for Next Day Collection or redelivered (this may incur an additional cost).

  • Can I order from two different restaurants and get it delivered together?

    We’re working on it. Bear with us and our Multi-drop Service will be with you very soon.

  • What if something is wrong with my order?

    We’ll be very sorry, and it will be sorted as quickly as possible. Don’t you worry about that…

    If you receive an incorrect item, or something isn’t up to scratch with a product or service, you should contact the shop or service directly using the business phone number on the company’s page within KlikLocal. The shop or service should correct the issue and make everything hunky-dory. If however, you’re not happy with how they deal with something, then please contact us on the Support page, and we will get to the bottom of it, swiftly.

  • Can I cancel or return an order?

    Yes of course…

    • Non-perishable items - For products that don’t spoil, (so books, clothes and whatnot) you have 14 days to return the item for a full refund (minus any delivery cost). You can nip them back to the store with your printed receipt for an immediate refund. Refunds will be processed within 14 days of receiving the goods, however all items must be in their original condition – unused and with labels and packaging please.

    • Perishable items - For products that do spoil (so food, hot drinks, flowers and the likes), the payment can only be refunded if it is cancelled before it is started in store. Simply call the shop direct, to check the status and see if you can cancel. If they give you thumbs up, they will process your refund directly.

  • What if I’m not happy with a service or tradesperson?

    We ask you to rate tradespeople and services honestly and fairly. This helps you and other KlikLocal users see what’s what when you’re choosing your service. If you’re not happy with anything, we’re very sorry – please rate them accordingly.

  • Klik’n’Ride Taxi service – How do I use this service?

    If you have your location services switched on, you can either choose to use your current location or if not, just enter an address for pick up. Then simply enter your destination and choose the type of car from saloon to a 7-seater! You will have a fixed fare displayed and be asked for your card payment details. You will however, only have to enter them once as they can be stored and used for future rides (and don’t worry, your details are kept secure, so no nosy parkers can steal them) – Yes, it’s that easy!

  • Is it difficult to cancel a taxi?

    Not at all! Pre-booked taxis can be cancelled for a full refund if you have not already been accepted by a driver. However fair’s fare (excuse the pun) if they are already on their way a £5 charge will be held to cover costs. If you decide to cut your journey short, no problem. You will only be charged for the journey you complete.