Frequently Asked Question

Orders

• 01

  What are the shipping costs?

  If the value of your order is under £45, you pay £3.95 shipping costs. Above £45,- shipping costs are free.

• 02

  Can I also purchase a product by phone or mail?

  Placing an order by phone as a consumer is not possible. You can only place an order in our online shop.

• 03

  Do you also deliver outside the United Kingdom?

  We deliver across England, Scotland, and Wales with Royal Mail 48-hour service. We also ship to The Netherlands, Belgium, France, Germany, Ireland, Northern Ireland, Spain, Norway, and Sweden.

  To switch to another country, simply select your location in the footer menu.

• 04

  How can I pay for my order?

  You can pay in our webshop by Klarna, Credit Card (Visa, Mastercard & Maestro), Google Pay & Apple Pay.

• 05

  I get an error while paying

  We advise you to contact our customer service directly. Make sure you take a screenshot of the error message so we can quickly identify the problem.

• 06

  I have not received any confirmation emails of my order. What should I do now?

  First, look in your junk mail or spam folder. It can sometimes happen that the mail has ended up there. If it is not there, please contact us.

• 07

  I haven't received my order yet. What should I do now?

  When you place an order before 12:00pm on weekdays, it will be shipped the same day. You can always use the track & trace code, which you will receive via phone Royal Mail (48 hours), to track your order.

  Have more than three business days passed on top of the standard delivery time? If so, please contact us.

• 08

  I received an incorrect product. What do I do now?

  This is of course very annoying and certainly not the intention. Please contact us. We will find out what happened and make sure you receive the right product as soon as possible.

• 09

  My package is damaged or missing. What now?

  Could you please email us a photo of the damage as soon as possible (on the same day) or report your package as missing? Don't forget to include your order number. We'll get back to you as soon as possible.

• 10

  How can I return my order?

  You can return your order within 14 days. Return costs are at your own expense. Do you have questions about return? Please contact our customer service onlineshop-uk@keune.com within 14 days of receiving your order.

• 11

  How long does it take to get my money back after making a return?

  After we receive the order return, you will get your money back within 3 business days.

• 12

  How can I cancel an order?

  Sorry to hear you want to cancel your order. Please contact our customer service if you have questions.