Shipping Policy

Last updated: August 2026

At Keela, we aim to get your order packed and on its way as quickly as possible. The delivery options and charges available for your order will be shown during checkout.

UK Delivery

Our standard UK delivery service normally takes 1-4 working days, Monday to Friday.

• Standard UK delivery: £5.50 including VAT

• Standard UK delivery is free on orders over £20

Some outlying UK areas may be subject to additional delivery charges. Where applicable, these will normally be shown at checkout or confirmed with you before your order is dispatched.

Delivery times are estimates and may be affected by stock availability, courier delays, severe weather, public holidays or other circumstances outside our reasonable control.

Urgent and Priority Delivery

Need your order sooner? Priority delivery may be available for an additional charge.

Please contact our team as soon as possible on 01592 777000 or email enquiries@keela.co.uk. We will do our best to help, although an expedited delivery service cannot always be guaranteed.

International Delivery

We deliver to many countries worldwide, although there are some destinations to which we may be unable to ship.

International delivery charges are calculated according to the destination and will be displayed at checkout. Delivery times vary by country, but international orders will typically take approximately 7-16 days to arrive after processing.

The estimated delivery information for your order will be included in your order confirmation.

Customs, Duties and Local Taxes

Orders delivered outside the United Kingdom may be subject to import duties, customs charges, taxes, handling fees or other local charges.

Unless expressly stated otherwise during checkout, these charges are not included in the product or delivery price and must be paid by the recipient. Keela has no control over these charges and cannot confirm their value in advance.

We recommend contacting your local customs authority if you require more information before placing your order.

If customs charges are not paid and the parcel is refused or returned to us, any refund may be reduced by the delivery, return, customs or administration costs incurred by Keela, where permitted by law.

BFPO Delivery

We can deliver to BFPO addresses.

Place your order through our website using the relevant BF postcode. Once your order has been placed, email enquiries@keela.co.uk with your order number, final destination information and any request for VAT removal.

Our team will then arrange for your order to be dispatched through the BFPO service.

Order Confirmation and Tracking

You will receive an order confirmation after placing your order. Please check your spam or junk folder if it does not arrive.

Once your order has been dispatched, you will normally receive an email or text containing your tracking information. Tracking availability may vary depending on the destination and delivery service selected.

Delivery Address

Orders will be delivered to the address entered during checkout. Please check your delivery details carefully before submitting your order.

If you notice an error, contact us immediately on 01592 777000 or at enquiries@keela.co.uk. We will try to update the details if the order has not yet been dispatched, but we cannot guarantee that changes will be possible once processing has begun.

Keela cannot accept responsibility for delivery problems caused by an incomplete or incorrect address supplied by the customer.

Split Deliveries

Depending on product availability, we may dispatch your order in more than one parcel or hold the available items until the full order is ready.

We will provide updated delivery information where an availability issue materially affects your order.

Delivery Delays

Delivery dates are estimates rather than guaranteed dates unless we have expressly agreed a guaranteed service with you.

If an event outside our reasonable control affects your delivery, we will provide a revised estimated delivery date where possible.

Unless otherwise agreed with you, if we are unable to deliver your order within 30 days of confirming it, we will contact you and provide the option to cancel the affected order for a refund.

Missing or Damaged Deliveries

Please check your parcel and its contents as soon as it arrives.

If your order is missing, has arrived damaged or does not contain the correct items, contact us as soon as possible with:

• Your order number

• Details of the issue

• Photographs of the parcel, packaging and products where relevant

Email enquiries@keela.co.uk or call 01592 777000, and our UK-based team will investigate the issue with the delivery provider.

Please keep all packaging until we have completed our investigation, as the courier may require photographs or inspection.

Returns

Information about returning or exchanging an order can be found in our separate Returns Policy.

Contact Us

For any questions about delivery, tracking or an existing order, please contact:

Email: enquiries@keela.co.uk
Telephone: 01592 777000