Delivery & Returns - PLEASE READ

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):  

The delivery times are from the day of dispatch (you would receive a dispatch email confirmation when your item is shipped - please check junk mail prior to contacting us) we aim to dispatch priority shipping orders the same day if received before 1pm - all other orders are dispatched within 1-3 working days of ordering. 

Please bear in mind that our travel packs (specifically) are a hand packed product, they are kitted as you order them - they take time to prepare as opposed to other products - as they are packed to a specific formula and are picked from thousands of different items to ensure they are the correct mix & age specific. Unfortunately companies such as Amazon & their next day Prime deliveries has online shoppers expecting all online stores to be able to fulfil at the same pace, sadly this is not possible with a hand kitted product such as our travel packs (we are quite quick though so there’s never more than 1-2 days of backlog!). Therefore we would really appreciate your patience as we are not Amazon (yet!) & need time to prepare your orders. Other products ordered stand alone are not affected by this. DPD Next Day orders & 1st Class orders are prioritised and they tend to leave the same working day if received by 1pm, if not they will dispatch the next working day.

1st & 2nd Class post are not trackable services, even if your dispatch email tells you that you can track it - tracking is only available if you choose courier, special delivery, or tracked post for International orders!

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

For 1-2 items:

UK (mainland)
 Delivery Method 
Delivery Cost 
Delivery Time

Estimated 2 working days

 

£4.5
estimated 2 working days

Estimated 3-4 working days

 

£3.5

estimated 3-4 working days

DPD/Yodel Next Day

 

 

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

 

For orders larger than 2 items (3 or more) to within the U.K - shipping price will calculate at checkout and your order will be dispatched using Royal Mail regular post (but at a higher cost due to higher weight & larger size of the parcel), a premium Royal Mail service or they will be dispatched via a courier service via UK Mail or DPD - if we use a premium Royal Mail service or a courier your tracking info will be emailed to you - please check your junk mail. It is at our discretion which method we deem appropriate to use for your parcel.

More expensive items such as Plane Pal will ship via courier, as its a fully insurable and trackable service.

 

*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 out 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.

** PLEASE ALSO NOTE we do sometimes have a slight backlog of orders in busy periods, as the packs are all hand packed - we endeavour to get your packs made up and shipped within the quickest possible time frame but sometimes we have a day or two delay in making them up in that event they will be shipped as soon as possible, so please bear with us. This is not a regular occurrence and we pride ourselves on how speedy our process is normally but in busy times, there can be delays.

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

 

 

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.

*Orders received after 1pm on a weekday will be sent out the following business day*

*Please be aware we are unable to ship out packages on days the Post Office is closed and couriers don't operate - Sunday & Bank Holidays for example (we also don't dispatch on Saturdays), any orders received on those days will be shipped out the next business day*

*1st Class & DPD Next Day options take priority*

Returns

Generally, 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, refund/exchange. We have a 14-day returns policy from when you receive the item, 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. If you have had your pack personalised in any way (which we do not guarantee we can do for you) you will not be eligible for a return unless the product is faulty, by law, this is deemed a tailor-made or personalised item and we cannot accept returns for these orders. 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.

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

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.

Barring faulty products: We do not refund for change of mind. We also do not provide refunds if your travel pack looks different from the pictures - as mentioned on the product page, the pictures are illustrative only. We put a great deal of time and effort into your travel packs, every pack is handpicked and packed, therefore when returning we charge 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.

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, and we will not refund the outgoing postage.

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