All orders are fulfilled from our stock and typically shipped either same or next day to the order being placed.
We do not use any third party to fulfil orders and your address will not be shared with any third party.
If you have any concern with your order or have not received an order placed recently, you should contact our Customer Service with your order number and query.
International Delivery
Import Charges
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office or you can obtain further information from your local post office.
Returns, Replacements and Exchanges
If you wish to cancel your entire order and return all goods for refund, you must notify us in writing within 7 days of receipt of goods, quoting order number, name and address, details of the product(s) and the reason for return; goods must be returned to us within 28 days of receipt. If you are cancelling your entire order and returning all goods, you are entitled to a full refund of your delivery charges, so please mention this when cancelling your order. If you notify us of your cancellation after the 7-day statutory cooling-off period, goods returned to us without notification can only be exchanged for goods or gift vouchers. If you return goods, please always retain proof of posting for your records, which can be obtained from the Post Office and which is free. You will be responsible for the returned products until they reach us.
If you are returning only part of your order, please include the following details with your returned goods: order number, name and address, details of the product(s),the reason for return and whether you require a refund or replacement. Delivery charges are non-refundable if you are returning only part of your order.
Returning Your Order
If you are returning an item or items to us for a refund or an exchange then please use the address below:
Customer Service
Key Points Communication
53 Sherland Road
Twickenham
TW1 4HB
We usually process a refund or exchange within 3-5 working days of receipt (excludes Bank Holidays).
Replacement items can only be dispatched once we have received your returned order.
Missing Items
If you have received your order and an item is missing, please contact our Customer Service with your order number and the missing item.
We will investigate and resolve the situation as quickly as possible.
Please Note
Delivery charges (the postage and packaging cost you originally may have paid to have the order delivered to you) are non-refundable unless you are cancelling your entire order within the 14-day cooling-off period. If you are only returning part of the order, you will be refunded the full value of the items returned, less the delivery charge.
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
