OrderShopping with Keter

Placing Your Order

We offer free delivery on goods shipped to Mainland UK (excluding the Highlands, Northern Ireland and offshore islands).

Service availability will be confirmed on placement of your order, based on the postcode used. 

Order Status

Once you have placed an order, and in addition to your e-mail confirmation, you will receive a text within 4 days to acknowledge your order.  You will subsequently receive a text notification from our third-party carrier, who will inform you of the scheduled delivery date 3 business days  ahead of that time. If this date is inconvenient, please contact   carrier to advise and you will be offered a suitable alternative date. You will also receive a reminder text the day prior to delivery (excluding weekends and Bank Holidays) and a text on the day of delivery confirming the estimated time of arrival of your order.

If you have any other questions outside of this concerning the status of your order, please e-mail us at hduk@keter.com

Christmas Period Lead Times

Please allow a lead time of up to 24 working days for orders placed between December 8th and January 3rd (inclusive), due to the Christmas holidays and shutdown period. 

Our standard 15 working day lead time within current Covid circumstances will resume for orders placed on or after January 4th.

Thank you very much for your understanding and patience.

 

How We Deliver

Please be aware that deliveries cannot be taken into your garden or house, and are kerbside only.

To keep you and our delivery team safe within the current Covid situation, the delivery drivers will be following the current social distancing guidelines and we would ask that you do the same. Wherever possible, please make sure that you stay 2metres away from the drivers and keep children in a separate room during delivery. Drivers have been given gloves and facemasks, and are encouraged to wear them. If your driver isn’t, then please feel free to ask them to wear them.

Cancellation Prior to Delivery

Should you change your mind and wish to cancel your order prior to its delivery, we must be informed as soon as possible in order for us to prevent the delivery happening and to arrange a refund. Please e-mail us at hduk@keter.com to officially cancel.

Cancellation After Delivery and Refunds

You may return any item or cancel the order within 14 working days of delivery.

Please e-mail us at hduk@keter.com to request the return, also advising us of its reason.

Where this is because of a change of mind within the “cooling-off” period, items that are received back flat-packed in their original form and packaging will be accepted for full refund. Goods returned which cannot be re-sold as new because assembly has been commenced, thus rendering the product as “used”, cannot be accepted for a refund.

You can also obtain a full refund in the unlikely event that the product is of unsatisfactory quality, unfit for purpose or not as described. This right is automatically in place for  a period of 30 days from you taking ownership of the product.  Again, please e-mail us at hduk@keter.com, explaining the reason for your return and including supporting images.

In the unlikely event that you find a fault after the first 30 days of ownership but within the first 6 months, we reserve the right to offer a replacement product ahead of agreement to a refund.

We will confirm back regarding collection of the original product and, where relevant, delivery of the replacement item. In order to facilitate the collection, please have the product available for the pick-up in its original form, i.e.  disassembled and, wherever possible, in its original packaging.

Please note that we also offer a replacement parts service, as detailed in the next section below, in order to facilitate the resolution of any missing or broken parts.

In certain circumstances, a charge may be levied for the collection of a cancelled order. Keter does not profit from any such charges and they are levied as the direct cost for the collection of the item (s) in question. If there is a charge for collection, we will notify you as soon as possible. Any charges are retained from the refund returned to you.

 

Replacement Parts

Keter products are designed to last for many years of performance and enjoyment.

In the unlikely event that a part is broken or missing, our local UK Consumer Services team offers a spares and replacement service on many of our key product parts. Please contact them and they will arrange for these to be sent out as quickly as possible.

To do so, simply click on the Customer Care tab at the top of this page, and complete the form shown in the Contact Us section. As detailed in our assembly instructions, each part has a code; please reference this if at all possible. Please reference your order confirmation code as proof of purchase.

Alternatively, you can phone our UK Help team on 0121 506 0008. Again, please have the details of the part and your proof of purchase to hand wherever possible.