Choosing Keeping

Delivery and Shipping

We ship worldwide using DHL Express. Orders are usually dispatched within 48 hours, although during busy periods this may take slightly longer. Orders placed after 1pm on Friday or over the weekend are dispatched from Monday. A tracking number will be emailed once your order has been sent. Delays can occur due to DHL, customs or events outside our control. If you have a delivery deadline please email orders@choosingkeeping.com and we will do our best to help.

Next working day delivery within the UK is available for orders placed before 1pm Monday to Friday. Orders placed after this time or at weekends are dispatched on the next working day.

International Delivery, Pricing, Taxes and Duties

Our prices may change at checkout depending on your delivery location. Local taxes and duties are calculated using your shipping address. Orders delivered within the UK include UK VAT. Orders delivered outside the UK do not include UK VAT.

For many destinations including the EU, USA, Canada, Australia, New Zealand, the Middle East, Japan, Singapore, Hong Kong and South Korea we ship on a Delivered Duty Paid basis where available. Duties, taxes and handling fees for these countries are collected at checkout and shown before you place your order. These charges are set by the local authorities in the destination country and are non-refundable if you return your order.

For destinations where Delivered Duty Paid is not available, customs charges must be paid by the customer directly to DHL or the relevant authority. If these charges are not paid, or if customs clearance fails for any reason, the parcel may be returned to us or destroyed. Any return shipping costs, customs recovery charges or handling fees in such cases will be deducted from your refund. If the parcel is not returned to us, we cannot issue a refund.

Our minimum order value is £10 before shipping.

Christmas and Last Shipping Dates

We publish recommended last order dates for Christmas delivery each year. These dates are based on DHL guidance and our own experience, and we always dispatch orders as quickly as possible so they have the best chance of arriving in time. Christmas delivery cannot be guaranteed. Delays can occur due to customs, weather, strikes, high seasonal volume or other events outside our control. For this reason we cannot accept liability or offer compensation if an order arrives later than expected. If you need a gift by a specific date we recommend ordering early or contacting us before placing your order.

Our Christmas seasonal period is between November 1st - January 5th.

The last day to place orders for guaranteed delivery before Christmas is December 12th.

Freight Forwarders and Third-Party Forwarding Services

Some customers use freight forwarders such as Aramex, Shop and Ship or similar services. If you provide a forwarding address at checkout, that address will be treated as the delivery location you have chosen. Once DHL confirms delivery to that address, responsibility for the goods passes to you. Any loss, damage or delay after that point must be taken up with the forwarding service, as the onward shipment is arranged by you. Our returns policy applies only to the original delivery to the forwarding address. Any additional forwarding, onward or return shipping and any customs charges linked to the forwarding service are the customer’s responsibility and are non-refundable.

Receiving Deliveries

Customers must provide complete and accurate delivery details and ensure that someone is available to receive the parcel. Once an order has been placed, delivery addresses and order contents cannot be changed. If details need to be amended, the order must be cancelled and placed again.

PO Boxes

We cannot ship to PO Box addresses because DHL does not deliver to PO Boxes or to locations where a signature is not possible. If a PO Box address is entered at checkout the order may be delayed or cancelled. A full street address and contact details must be provided to ensure successful delivery.

Order Acceptance, Errors and Cancellations

All online orders are subject to acceptance and availability. A contract is formed once your order has been dispatched and a dispatch confirmation email has been sent. While we make every effort to ensure that prices, descriptions and availability are accurate, mistakes can occur. If we discover an error in the price or description of an item you have ordered, we will contact you before dispatch. We may cancel the order and refund you, or offer you the option to confirm the order at the correct price. Online and in-store prices and offers may differ. An error online does not entitle a customer to claim the same terms in store.

For fraud prevention and safety we may cancel and refund any order before dispatch if we believe it may be fraudulent or high risk. If this happens we will notify you.

Returns for Online Orders

If you are unhappy with your order you may return it. For online purchases you have a 14 day cooling-off period starting from the day after you receive your order. You must notify us within this period if you wish to cancel. You then have a further 14 days to return the goods. Please email orders@choosingkeeping.com before returning anything, as all returns must be approved.

Items must be unused, in original condition and carefully packed. You are responsible for return postage and for the goods until they reach us. We recommend using a tracked service. Refunds are issued within 14 days of us receiving the returned goods. The legal refund period begins once you provide evidence that the goods have been sent back, however refunds are only processed once the goods have arrived and have been checked.

When a return is made within the cooling-off period we will refund the price of the goods and the cost of our standard delivery service. If you selected an express or timed service we will only refund the cost of standard delivery. Duties, taxes and import fees charged at checkout or paid on delivery cannot be refunded. Any customs return fees may be deducted from your refund. Gift wrapping is a paid service and is non-refundable.

Returned goods must be in resalable condition. If goods show signs of use or damage we may reduce the refund to reflect any loss in value, or we may refuse the return if it falls outside the statutory cooling-off period.

Dated items such as diaries may be returned within the 14 day cooling-off period if unused and in original condition. After this period dated items cannot be returned or exchanged as they are time-sensitive products.

Faulty or Incorrect Goods

Goods must be as described and of satisfactory quality under the Consumer Rights Act. If your order arrives faulty, incorrect or damaged in transit, please contact us as soon as possible at orders@choosingkeeping.com with photographs. This does not affect your statutory rights. If goods are faulty or incorrect we will repair, replace or refund them and will cover reasonable return costs or provide a prepaid label.

In-Store Purchases

In-store purchases follow in-person shop rules and are not covered by online cooling-off rights. We offer a 30 day exchange for in-store purchases as a goodwill policy, excluding luxury items, dated items, leather goods and fine writing instruments. In-store purchases are not refundable unless goods are faulty. Faulty goods bought in store are covered by the Consumer Rights Act in the same way as online purchases.

Gift Wrapping

Gift wrapping is an optional paid service and is non-refundable, including when an order is returned or cancelled. We do not Gift Wrap greeting cards, postcards or gift wrapping materials such as papers, tags and labels. Our gift wrapping service covers standard wrapping of an order as a whole. Unfortunately we cannot offer detailed customisation such as wrapping every item separately. For extremely large orders, standard wrapping may not be possible or may require a cost adjustment.

Images

We aim to show our products accurately, although colours can vary between screens and images may not always be to scale. Dimensions are available on the product page of each item, in the Tech Spec section. 

Terms and Conditions

These terms apply to purchases made on our website. In-store purchases follow separate terms. Our full Terms and Conditions are available online.