Shipping FAQ


Thank you kindly for shopping with us - this is a general information page covering frequently asked questions; please familiarise yourself with our full terms of service for more ind depth information and our privacy policy which outlines how your data is handled on this website. 

We ship to all worldwide destinations using a combination of UK Royal Mail and DHL courier service. The chosen service can be selected upon checkout. We aim to dispatch orders within 48 hours. However please note that at busy shopping periods dispatch can take an extra few days. Orders placed after 1pm on Fridays and at the weekend will be dispatched on Monday at the earliest.

During lockdown we are still packing and shipping orders, however processing times are a little slower due to our smaller team. We aim to process orders within 3-5 days. We thank you for your support and patience during this time. 

If you have a delivery deadline please let us know by emailing us at orders@choosingkeeping.com and we will try our hardest to meet it.

Minimum order value

For ecological and financial reasons we are unable to accept any orders under the value of £10 (not including shipping or gift wrapping). Any orders placed not meeting this minimum will be canceled and refunded. You will receive a notification of cancellation to explain this.

Gift Wrapping 

We take gift wrapping very seriously and do offer this service that you can select upon checkout. Please note however that whilst we wrap all our items in a way that reflects our high standards and ethos, we do not have a standardised gift wrapping method and the manner and materials with which we wrap each order is at our discretion depending on size, suitability and available materials.

DHL Express

Due to repeated incidence of loss and delay whilst relying on Royal Mail and local postal services we have decided to ship only with DHL Express which is a fully couriered and extremely reliable service. 

For domestic orders this is (unless the order is particularly large or heavy or where remote location charges apply) a flat fee of £7.14. For international orders, shipping rates vary depending on location and weight - these charges are calculated the checkout page.  

Click and Collect

For our local customers we do offer a click and collect option which you can select on checkout. Once we have got your order ready you will receive an e-mail letting you know and you can come and collect from our premises on Tower Street.

We can and will still be offering this option to our London customers during the current lockdown (Winter 2021) unless we are advised differently.

International Orders and custom charges

Please note that customers outside of the UK may be required to pay local customs or duty charges; these are not included in your payment to us and we are not responsible for the payment of these fees. Where applicable and depending on your  local regulations these fees may include import duty, VAT and a potential processing fee tour courier. We recommend that you familiarise yourself with your local laws I'm regards to these fees.

In the case where local import taxes and charges are not paid and the parcel is returned to us, we will be entitled to deduct the cost of recovering the parcel from the amount to be re-credited to you. If the parcel is not or cannot be returned due to unpaid local import charges and taxes, no refund will be applicable.

Faulty goods or erroneously sent goods

If you have received any damaged or faulty item, or if your order is wrong or incomplete please let us know at your earliest convenience at orders@choosingkeeping.com and we will rectify the situation.

In case of items received damaged (in transit for example) this must be reported within 24h of receipt. Please inspect your order before use as we cannot accept any goods damaged in transit once they have been used. Equally were goods received are wrong and do not match what was ordered this must be reported to us on reception; any product sent in error or not matching your order must be returned in unused condition if it is to be exchanged.

In the instance that a package is not received and is feared lost, please get in touch with us at orders@choosingkeeping.com and we will do what we can to assist in tracking down and recovering the parcel.

Please note that we require 30 days for the postal service to run its course before we are able to place a claim and potentially reship or refund your items. Due to the increased pressure on the postal system as a result of the COVID-19 crisis please be aware that the network is stretched and we ask that you are patient with us and with our shippers as the system runs its course.

Products and availability 

Whilst we try to keep our stock levels as accurate as possible, in the event that we are out of stock of an item you have purchased we will get in touch to either help select an alternative product or to issue a refund for the missing goods. 

If you purchase an item that is on back order (this information will be stated on relevant product pages) we will keep your entire order until the time that the missing item returns. If you would like earlier shipment of any other items you have purchased do get in touch and we can arrange for the additional shipping charge. 

Some of our products have variants or alternative designs (such as our wide range of composition notebooks) - if you have a particular design or colour scheme in mind with these items do let us know upon checkout or by e-mailing orders@choosingkeeping.com so we can accommodate your request. If you don't e-mail us we will ship your order with a design of our choice - this will be clearly sated in the relevant product pages. 

Returns

As per UK Consumer Contracts regulation (formerly Distance Selling regulation) if for any reason you are unhappy with your order or if you have changed your mind any product can be sent back for an exchange or full refund within our 14 day returns and exchange period (which starts the day after you receive your order or attempted delivery is made). 

We require that you first submit a returns request by e-mailing us orders@choosingkeeping.com - you have 14 days from the point of receipt to do this. Once approved you have an additional 14 days (which starts from the date of your initial request) to return the goods back to us for either an exchange or returned.

Any returned item must be sent back in the same condition in which it was received, taking care to ensure to pack the items carefully to remove the possibility of damage. We are unable to accept returned items that have been in some way damaged or used. Please note that any outgoing and return postage costs incurred in an exchange or return are at the buyer’s cost. In the case of an international order, local imports costs (taxes and charges) will not be refunded.

Where complimentary gift wrapping has been added to the order, in case of return, a £2 fee will be deducted from the refund total. Where complimentary shipping has been offered, in case of return, cost of shipping will be deducted from the refunded total.

We also reserve the right to refuse returned dated items. In the case of diaries, once the year of the diary has started, as per UK Consumer Contracts regulation (formerly Distance Selling regulation).

Images

Please take note that while we make every attempt to faithfully represent our products in photography, these are without liability and may not be to scale and colours can vary slightly from computer to computer due to screen colour calibration. For size information please check our dimension information or email us for extra information at info@choosingkeeping.com

We are real people, we are a small business

Please remember Choosing Keeping is first and foremost a brick and mortar shop. We are independent, only have one "outlet", and are a small team. We cannot, and do not seek to, match dubious multinationals with same day delivery services - but we do promise to have much more interesting products, packaged in a more human way, sent at an analogue pace, just like stationery, using stamps and postmen.