📦🌎We Ship Worldwide 🌎📦

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):  

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

 

£4.5
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

  

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

 

If ordering from Norway - we will 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.

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 delivery (if it's not sent recorded we can't be responsible for the item being lost in transit). The address for returns is: KeepEmQuiet 4 Blenheim Terrace, London, NW80EB - not the address listed on your dispatch note. 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.

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 (unless we have made a mistake), and we will not refund the outgoing postage.