Deliveries and Returns
When will your order be delivered?
We deliver worldwide via Royal Mail and courier on Monday to Friday inclusive. We make every effort to despatch orders on the day of receipt, if received before 2pm, Monday-Friday for Royal Mail deliveries and 12pm for courier services. We aim to deliver no later than 5 working days from the date of despatch. If this is not possible for any reason, we will let you know as soon as possible. Wherever possible we will provide you with the tracking details of your order so that you can map its journey to your address. We cannot specify a time of the day that the delivery will be made.
How much does delivery cost?
The costs are dependent upon the weight of the order. The weight categories are; up to 100g, up to 250g, then every 250g up to 2.0kg and from there per 1kg up to a maximum of 30kg. Every order is processed this way regardless of location to ensure everyone is treated the same. Where possible we offer two delivery options; one standard delivery method without tracking or insurance and one priority delivery method with tracking and insurance at an additional cost. Additionally you may request an alternative delivery option to suit your requirements. Contact us at email@example.com detailing the service required so that a separate invoice can be raised.
Orders up to and including €150 in value will be subject to VAT (taxes) at your local rate at the point of sale. Duty will be collected (where applicable) by the shipping company handling the import. Orders over €150 in value will not be charged VAT (taxes) at the point of sale. All duties and taxes due will be collected by the shipping company handling the import.
Non-EU International customers
Please keep in mind that international deliveries might incur customs duties and import taxes. These duties and taxes are not included in our product prices or shipping costs. You are responsible for the payment of all duties and taxes due to the shipping company handling the import.
What if I am not in when my order arrives?
If you are not likely to be at home when your order is delivered, let us know if there is somewhere safe to leave it – this could be with a neighbour or in the greenhouse etc. When you place your order online, please leave these instructions in the; ‘delivery instructions’ text box or let us know when ordering by telephone – please note, if you ask us to leave your order in a safe place, this is entirely at your own risk.
Do Electric Keys give Refunds?
Yes we do. If your products are damaged when they reach you or they are the wrong items then we will either refund you or replace the items, whichever method suits you the customer and is possible for us to achieve. We may request the return of the damaged items so that we can determine the extent of the damage before agreeing a refund.
Please see our Terms for further details.
Our re-assurance to you
Our website is updated daily to ensure an accurate reflection of stock availability. However, in the event of any stock issue, please be assured that we will contact you to advise you accordingly. It seldom happens, but please be assured that we will always contact you promptly.
In the unlikely event that you haven’t received your order in the estimated delivery times as detailed above, then please do not hesitate to contact us at firstname.lastname@example.org
Phone: +44 (0)1603 327473
We are available Monday to Friday 9:00am – 5:30pm (excluding Bank Holidays).