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Delivery & Returns

Free Standard Delivery over £30 (UK only) - 3-5 working days

 

Royal Mail 24 £3.99 - 1-2 working days

You must order by 12:00 (noon) for your order to be posted the same day (Monday - Friday). This is a Royal Mail 24 service which is not guaranteed but best endeavours on behalf of Royal Mail to deliver your order 24 hours after posting.

If you order after noon on Friday, your order will be posted the following Monday. There are no mail collections on Saturdays. If you order on a Bank Holiday, or when we have our annual Christmas shutdown, your order will be posted the next working day.

 

Standard Delivery £1.99 under £30 (UK) - 3-5 working days

There are no mail collections on Saturdays. If you order after 1pm on Friday, your order will be sent the following Monday.

 

£10 (Europe), £15 (rest of world)

Delivery times vary by country. We mostly use Royal Mail so please check their website for specific country delivery times.

 

Heavy Goods £20 (UK only)

As our gorgeous, handwoven rugs are a little on the heavy side, we charge a bit extra for your special delivery. Shipping time is 3-5 days.

 

Undelivered Orders

It is the customer's responsibility to check all delivery address details are correct before completing your purchase. Orders that go missing or are delivered to an incorrect address cannot be retrieved or replaced by us, if the delivery details were incorrect.

If your item is returned to us undelivered (for an incorrect postal address, not collected from courier in time, etc.), you will need to pay the full postage cost (i.e. £3 for a Royal Mail small parcel) to have your order resent to you.

 

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Returns made outside of the UK must be paid for by the customer. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original undamaged packaging. We cannot refund your delivery cost.

Unfortunately we cannot accept returns on toothbrushes, toiletries & cosmetics (including toothpaste, sunscreen and make-up), sanitary products (pads & cups), tights & socks, or underwear.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.


Returns Postage
To make a return, please email us to receive an email with a pre-paid postage label and instructions regarding how to return the item to us. You will need to print your label and take the parcel to the Post Office. Your return postage will not be refunded if you pay for it yourself.

We cannot offer free returns on sale items.

If you are shipping an item over £50, you should consider using a trackable postal service at your own cost. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. This will be the cost of the item returned and not include delivery costs.

Late or missing refunds (if applicable)
If you haven’t received a refund yet contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all this and you still have not received your refund yet, please contact us at hello@andkeep.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange something, please send us an email at hello@andkeep.com and we will discuss this with you.

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