👑 Used by the British 🇬🇧 Royal Family 👑

Delivery & Returns

Please see below for our delivery rates & times (these are estimated delivery times and although almost always are correct, sometimes there are delays which are out of our control):  

 

Preorder Products: Some items on the store are marked as '*preorder dispatches xxxx' in the product title (which you will see in your email confirmation too) - this indicates the product is not currently in our warehouse, but en route to us, and the ship by date is estimated only, in most cases this ETA is correct, it can sometimes change and be faster, but it can also change and be slightly later, this is due to global supply chain issues and delays with importing stock. If you order multiple products and one item in the order is a preorder, the whole order will ship when that product is in stock. If you would like them to ship separately, you would need to contact us to arrange this and there maybe a shipping surcharge applied.

If you need your item urgently then please pick the fastest shipping method.

UK (mainland)
 Delivery Method 
Delivery Cost 
Delivery Time

Estimated 2 working days

 

£4.95
estimated 2 working days

Estimated 3-4 working days

 

£3.95

estimated 3-4 working days

DPD/Yodel 1-2 working days (can be next working day but this is estimated only)

 

 

Other courier service (UK Mail/DHL) (used for heavier standalone products & for orders containing >2 items)

£8.95

 

£6.95

estimated next working day

estimated 2-3 working days

  

Please note - we can't stress this enough......please order with plenty of time prior to your trip. We cannot be responsible for delays with Royal Mail or a courier delivering. For example, Royal Mail state that 1st Class can sometimes take up to 7 days, we have never had it take this long as it's usually 2 working days but if it does arrive later we cannot be held responsible or issue refunds if your package misses you, or if you are not there to receive your parcel when they try to deliver and subsequently you don't have the package in time for your trip. These are exceptionally rare cases and the estimated delivery times in the above table are almost always correct. If your package appears to be missing - firstly please contact your local sorting office as it's very often there after a missed delivery - we cannot do this on your behalf due to Data Protection and we dispatch thousands of orders a week. Please also check with a neighbour, concierge or the reception of the building.

EU
Delivery Method 
Delivery Cost 
Delivery Time
Royal Mail International or Courier
Price will calculate at checkout
estimated 5 to 7 working days can be a little longer

 

International orders: Brexit, the global pandemic & global supply chain issues have caused numerous delivery delays across Europe and the ETAs whilst most of the time still accurate are affected by many factors - we cannot guarantee parcels will arrive in the timeframes provided, there may also be duties and local taxes in your country - we do not know what these are at the time of shipment and are calculated when they land and are in your country, they differ country to country. Please be aware you will be responsible for these taxes and duties - we also cannot accept returns for parcels from outside the UK due to these and we cannot refund for courier costs if you miss your delivery and parcels are returned back to us.

We may require your PID/Tax code and will email to request this information, it is purely for the courier to provide to customs & imports in order to release your goods. We may request this information after the order has dispatched and is in the couriers possesion as and when the courier requests the information from us (and therefore cannot request it sent back to us). We of course discard this information after we have provided it to the courier.

ROW
Delivery Method 
Delivery Cost 
Delivery Time
Royal Mail International or Courier
Price will calculate at checkout
estimated 7-10  working days - depending on location can be a little longer

 

For orders larger than 2 items (3 or more) internationally (outside the UK) will be shipped via courier. Some countries only the courier option is available.

Returns

We have a 14-day returns policy from when you receive the item. The only reason for a refund would be if the item goes missing or it is damaged & under rare circumstances, if a mistake has been made we will, of course, first try to rectify the problem. If a return is being made the item (and if relating to our travel packs, the items within the gift pack) must be in its original unopened packaging for us to consider a refund. This is for hygienic reasons. Please note with regards to customer notes - we cannot guarantee that any notes are read or the orders take these into account. We have a very quick turnover of stock and thus if you request an item to be included we can only include if the item is in stock, so I'm afraid we do not offer a bespoke system of packing. We cannot refund for this reason.

Under no circumstances will KeepEmQuiet be liable or issue a refund if the product is not delivered in time for specific travel dates. Please allow ample time for delivery. The time frames quoted on this site are estimates only and can be affected by many factors.  If your item appears to be late, please contact your local sorting office (or check with a neighbour) prior to contacting us because most of the time it is thereafter a missed delivery.

With regards to our Plane Pal product - under no circumstances will KeepEmQuiet be liable or issue a refund if the products use is declined by a third party ie. your chosen airline. It is recommended that you check this prior to purchase. You may not open the plastic wrapping on the Plane Pal if you wish to return it, this is for hygienic purposes and we will not accept returns if the product has been opened in any way - if opened we do not have to accept this back by law. 

We cannot accept returns for items that have been taken out of their original packaging - for example the manufacturer box or packaging they came in, once this is opened it is considered a used product. Manufacturer packaging such as the box, plastic wrapping or bag may not be removed or opened if you would like to make a return. This is for hygiene purposes especially during Covid-19 and by law we do not have to accept a return as the goods cannot be resold. 

If you are eligible for a refund, please email us at hello@keepemquiet.com with your full name and order number and a photograph of the query - if we cannot rectify the issue then please post the package via recorded/tracked delivery (if it's not sent recorded/tracked we can't be responsible for the item being lost in transit).

The address for returns is: 

CDL Logistics c/o KeepEmQuiet
Units 21-22 The IO Centre,
Armstrong Road,
The Royal Arsenal,
Woolwich,
London
SE18 6RS

PLEASE ENSURE YOU INCLUDE YOUR ORDER NUMBER INSIDE THE PARCEL WHEN RETURNING, OR OUR WAREHOUSE WILL NOT ABLE TO LOCATE THE ORDER TO REFUND IT!

Once we receive the package we will determine if you are eligible for a refund, if so the refund will be sent back to your method of payment within 3-5 business days.

Please do not send back the parcel without prior contact with our customer services, we have a returns process which we have to adhere to and most of the time we can rectify your issues prior. If the parcel is sent back without prior written confirmation we will not accept the return.

Barring faulty products: We do not refund for change of mind for any of our products. We also do not provide refunds if your entertainment pack looks different from the pictures on the site - as mentioned on the product page, the pictures are illustrative only. We put a great deal of time and effort into your packs, every pack is handpicked and packed. All items on the site if being returned are subject to a 15% restocking fee of the total order. We also cannot refund the shipping cost unless it is the fault of Royal Mail or a courier service. If your package goes missing you would receive a full refund, after contacting the local sorting office and/or customs have been exhausted.  Please ensure you enter your address including numbers correctly.

In the extremley rare case that something arrives broken or not fit for purpose we will of course look to rectify the problem.

We take no responsibility for “returns to sender” for non-collection or incorrect address, if the product is returned to us because it wasn't collected from a sorting office, you would need to pay for postage again to have the item resent.

Cost of re-sending/returning will be the customer's responsibility (unless we have made a mistake), and we will not refund the outgoing postage.

Due to Brexit and the pandmeic we cannot accept customer returns from international orders, courier costs cannot be refunded if the product is sent back to us due to failed delivery attempts.