An email is most probably the easiest way to contact us. Using the Support Ticket form below you are highlighted on our system and operators will deal with your enquiry promptly.You cannot send more than 3 messages per hour. Please try again later.
When an email just won't do and you want to speak with us..
If you need advice our Telephone Support Service is available 9am - 3pm Monday to Friday. Just leave us a message on our telephone system and book a call back. An operator will call you back as soon as possible.
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First check the dispatch & delivery service details?
- Monday - Friday orders received before 1pm are generally dispatched the same day. Delivery is generally the next working day when selecting DPD Courier, MyHermes/Royal Mail deliveries may take longer.
- Monday - Friday orders received after 1pm are generally dispatched the next working day (unless a Bank Holiday)*
- Friday after 1pm, Saturday or Sunday orders - Orders are processed and dispatched the next working day, Monday unless a Bank Holiday.*
*(Saturday & Sunday are classified as non-working days - next working day not applicable)
Upgrades are available and Couriers charge a premium fee. All delivery fees are non profitable. Saturday delivery is considered outside the working week and couriers charge an excess / Courier Delivery times are not guaranteed.
**If placing your order Monday - Friday after 1pm but before 3pm with a delivery upgrade please notify us and we will do our best to dispatch the same day, this is not guaranteed
- Orders received Friday before 1pm, with a request for a Before 12 noon Delivery will be disptched same day and delivered the following Monday, Before 12 Noon (the next working day).
- Orders received Friday after 1pm with a Before 12 Noon Delivery will normally be dispatched on the next working day, the following Monday for a Tuesday Before 12 Noon delivery **
- Orders received Monday - Friday before 1pm, with a Saturday delivery request. Your order will be dispatched for delivery for the closest Saturday.
- Orders received Friday after 1pm with a Saturday delivery request will normally be processed the next working day, Monday* Delivery will be for the following Saturday. For a next day Saturday service, please contact us to make us aware of your order* we will try our best to dispatch same day.
Before contacting us please check the following
Once your order has been sent, you will receive an automated dispatched confirmation email from us either providing the couriers details for tracking or if DPD Courier is used they will contact you direct with a Parcel Tracking Number.
If your order has been sent on a tracked service, first check the tracking link via your despatch confirmation email to view the up to date tracking. Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.
Check to see if you have a delivery card from one of our carriers. Your parcel may have been left in a safe place, be awaiting collection at a local sorting office or you may need to arrange redelivery. Check with members of the household, your neighbours or around your property, garage, shed, porch for example. If you still cannot locate your parcel please contact us for assistance.
We will then track your parcel and contact the courier to report the parcel delayed/missing. An investigation will be started by the courier company which can take up to 48 hours for us to receive a response from the courier. If your parcel is then confirmed missing a replacement will be sent.
To ensure couriers can fully investigate their delivery system, speak with local depots and drivers, UK parcels should be reported as missing within 7 days of being dispatched and International parcels 10 days. After this time it becomes extremely difficult to investigate missing parcels and the couriers may not allow us to make a claim which could affect the service we can provide.
Check your Order History section of My Account.
Help - Where is my order?
To find the most recent status for your order, log into your account and view your 'Order History' in the 'My Account' area.
Your Order History will show previous orders and orders that are in process. Open the order you need more information on and you can view the order progress. For example, if your order has been dispatched, is in process, or if a 'Order Query' has been opened and your order is pending awaiting your reply and action.
If your order is showing as 'Order Query', we have experienced a problem with your order and are generally awaiting further information. You should have received either a telephone call, email or both. Please check your messages, emails and junk. Ensure we have the correct contact information for you on your account and contact us to provide the information requested. Information of what we need from you will also be clearly stated in your order status.
You may also find the following information useful.
How will I know when my order has been dispatched?
You will receive an automated email from us to confirming your item has been sent. If you have ordered more than one order, where possible and if noticed by an operator we will combine orders and refund postage for you. If you request combined postage on orders we will always try to accommodate this for you to reduce postage cost however we cannot guarantee this will be possible due to our quick dispatch system.
Please check your order details in the 'Order History' section of My Account
Help - Amending an order.
Contact us as soon as you have noticed you have made an error and we will do our best to make the changes required. Please provide your full name, postal code, order number and details of the amendment you wish to make.
What do I do if I have ordered the wrong item?
Don't worry if your parcel has not been dispatched it generally means we have your parcel in our system and can still make an amendment on your behalf. Please contact us through our Ticket Support Service, there maybe a delay dispatching your parcel.
What do I do if I have already received my parcel?
Please read our 'Returns Policy' to find out how to return the item to us.
Can I make a change to my order on the system?
Unfortunately, once you have placed your order you cannot make changes. You will either need to contact us and request the order is cancelled and then place a new order or ask us to make the changes to your present order.
Can I add a product to my order?
If you'd like to add products to your order and the status of your intitial order is still showing as not dispatched, please contact us through our Ticket Support System to make us aware and place a second order for the extra items required. We will pause your first order and combine your two orders, refunding the second postage.
However if your initial order has already been dispatched and we are unable to combine the orders and both delilvery fee's will apply
Can I change the delivery address on my order?
The delivery address is provided on your checkout screen, before payment. This can be different to your Billing Address. Please double check all your details and items order before making payment. If however the delivery address needs to be changed, after our security clearance and if your order is still in our warehouse we can make a change to the delivery address. Please contact us through our Support Ticket System.
Once your parcel has been dispatched it is difficult to make changes, however with DPD Deliveries you are able to amend the delivery address of instructions direct with the courier. If we need to recall your order this may cause a delay and possibly incurr an extra courier collection/delivery fee.
More information: Please check your order details in the 'Order History' section of My Account.
Help - How do I cancel my order?
You may cancel your order up for free up to the point of the item(s) leaving our premises. Contact us via our Support Ticket System and request your order is cancelled. Please provide your personal details, order number and order date and also the reason for cancellation, this helps us to improve our service by understanding why your order is no longer required.
Once we have completed your cancellation request your Order Status in your Account will be updated to reflect the cancellation and our system will generate an automated cancellation notice. The full cost of your order and delivery will be refunded to the payment account.
What do I do if my order has been dispatched?
If your order has already been dispatched, again please contact us again through our Support Ticket System. We will firstly try to recover your parcel from the courier and request a return, however this may not always be possible and the courier may attempt delivery. Please refuse the delivery and your parcel will be sent back to us. Please see our Returns & Refunds Policy for full details and costs.
How will I know when my order has been cancelled?
Once we have completed your cancellation your Order History will be updated and you will receive an automated email to confirm your order has been cancelled. A refund will be raised shortly after this and your account credited with the amount stated in your 'My Account'. Please see our Returns & Refunds Policy for full details and costs.
When will I receive my Refund?
We will generally process a refund at the same time as the cancellation if we still hold your order, but please allow 48 hours. if your parcel has been dispatched we will need to wait until the goods are returned. Once received a refund will be applied to your payment account within 48 hours. Your Order History will be updated and an automated email sent once your refund has been applied. Allow approximately 3 working days for your bank to process the refund to your account.
Is there a Service Charge for cancelled orders?
We do not charge for any cancelled order when still at our warehouse and will refund the full cost of your order, delivery and payment made.
However if your order has been dispatched, unfortunately there may be some costs incurred to recover the courier fee's and cover the services we have provided to the point of dispatching. Please check your order details in the My Account - Returns & Refunds Policy
Although the majority of KeeDiet products sold are classified as perishables goods (Consumer Contracts Regulation 2014), we still offer you the right to return goods as a gesture of goodwill. Restrictions apply and our Returns & Refund Policy is part of and included in our Terms & Conditions of Sale.
To complete an authorised return/refund please contact us and we will provide you with an ARC (Authorised Returns Code), without this code we can not accept your goods as a Return. Please see our Returns Procedure below to ensure your goods are returned correctly and with our agreement.