Deliveries & Returns
Our Easy and Free UK Returns Policy
Keela offer a 100% guarantee on all garments sold from our web site. If you are in any way dissatisfied with the goods you have ordered for any reason, we will exchange them or give you a full refund for the items, provided the item returned is unused and is returned with the original labels and packaging, including proof of purchase all within 28 days of purchase. We will refund you in full or exchange the item or items for another item in our catalogue. If you would like an exchange, please note on the paperwork what colour and size you would like to exchange for.
We want you to be happy with your new Keela product to explore the great outdoors in. So we’ve made it easy and free to return your item.
If you would like to use our free postal returns service, please follow these steps (please note, this is for returns from the UK only):
- Package your items up in original packaging with labels attached. Please include the orders paperwork for our warehouse team to process your return quickly.
- Head to https://www.royalmail.com/track-my-return/create/4967 to create your Royal Mail returns label. Your order number is the six-digit number, found under ‘order no’ on our paperwork. Your order reference begins with ‘B2C’ and is followed with numerical digits.
- Print out the generated label or show the QR code at your local post office.
- Keep the proof of postage receipt provided at the post office.
We process returns as soon as they arrive, however during extremely busy periods please allow 10 days for your return or exchange to be processed.
Unfortunately we can only accept returns from products purchased via our web site. If you have purchased goods through one of our stockists or dealers, please arrange your return with them directly.
Exchanges
If you wish to exchange your Keela product, you can simply return your order, following the above steps, with a note on your paperwork requesting an exchange. Our team can then swap this over for you, if stock allows.
How to Return International Orders
Please note that we do not pay the cost of returning items to us from outside of the UK.
To return or exchange items send them back to:
Web Returns Department
Keela International Limited
Nasmyth Road
Southfield Ind Estate
Glenrothes,
Fife Scotland,
KY6 2SD
Please note, when sending a return, the parcel and postage cost are your responsibility until it reaches us. Therefore, we recommend that you send by recorded/registered delivery.
Returning a Faulty Item
It doesn’t happen often, at Keela we pride ourselves on high quality manufacturing. However, if you have received an item which isn’t quite right please contact us at customerservices@keelaoutdoors.com or call our team on 01592 777000
Delivery Options
UK
Standard 1-4 working days (Mon-Fri) – £5.50 inc vat
Free standard delivery for orders over £20
Please note we are currently experiencing some delays beyond our control with courier companies.
Worldwide
Variable depending on country. This will calculate at basket stage, or contact us for more information.
Deliveries outside of the UK may incur additional charges.
If you require items urgently or have any issues with delivery, contact us on enquiries@keela.co.uk or phone us on 01592 777000
Delivery Times
Your order will normally be dispatched to you within 1 working day. Orders are shipped Monday – Friday
Sometimes we can’t ship this quickly. If we can’t ship your order within three business days, we will contact you by email. Shipping time is 1-2 working days within the UK and variable shipping times for worldwide orders. If this date is not satisfactory to you, you may cancel your order with no obligation.
We ship orders via UPS, TNT, DPD or Royal Mail. All items are shipped fully insured. In certain cases, Keela reserve the right to substitute shipping with another courier.
If an address is not listed with your credit card company we may contact you to confirm additional details and we reserve the right to cancel the delivery.
Cancellation Policy
If you wish to cancel your order, please email us at enquiries@keela.co.uk or phone us immediately on 01592 777000. In the event your order has already been processed and sent, we will not be able to cancel the order. However you will be able to return the item to us once it is delivered (please see our returns policy below), after the return of goods we will then be able to process a refund.
