Shipping policy
Shipping Policy
Thank you for visiting and shopping at Kool Keys.
Shipment processing time
All in-stock & pre-made products are processed within 2 business days of receipt. Orders may or may not be processed or shipped from Friday, 12 pm GMT(UTC) to Monday, 9am GMT (UTC)
If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone. Please ensure you check spam folders for any mail from us.
Shipping rates and delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
Shipment to P.O. boxes
We do not ship to PO Boxes. We will only ship to the address registered to the Paypal or Shop Pay account, or the credit or debit card used.
Shipment Confirmation and Order Tracking
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.
Customs, Duties, and Taxes
Kool Keys is not responsible for any customs and taxes upon arrival into your country if outside the UK. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).
Damages
If your item arrives damaged, please contact us, as it is the responsibility of Royal Mail and we will make a claim as the sender. Please keep all packaging and take a clear photo of the damage before you open it if possible.International Shipping Policy
We ship internationally using Royal Mail. The countries we deliver to are listed on the website in the drop down menu at the top of each page.
Incorrect Shipping Addresses and Refused Delivery
We use, wherever possible, a service that requires a signature upon arrival, so once a signature is registered and the parcel marked as delivered, we deem this to be fulfilment of our obligation to deliver your product. It is your responsibility to ensure that shipping information (address, post or zip codes etc.) are correct. We have no means of verifying this. If something looks wrong, we will try to confirm before sending, but ultimately, we will send your order to the address you supply.
If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be cancelled and refunded.
Kool Keys will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
Missing or Stolen Shipments
If you didn’t receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible:
- Call +44 7890502392
- Or alert us at shipping@koolkeys.net
In the first instance, please check with your immediate neighbours. Sometimes courier or delivery services will ask a neighbour to sign.
We will file a claim with the shipping carrier if the above is not the case. Local Police will be involved. We will replace or refund your order when the investigation is complete. Allow up to 21 days for the investigation.