Frequently Asked Questions

How long will my order take to arrive?

Handling takes 1–3 business days, Monday to Friday. Carrier transit takes 5–7 business days and may operate Monday to Saturday. The estimated total delivery time is 6–10 business days from the order date, subject to the order cut-off and applicable public holidays.

Do you offer free shipping?

Yes. Keviq offers free shipping with no minimum order value to destinations available at checkout.

Which carrier will deliver my order?

FedEx is used for products without a built-in battery. UPS is used for products with a built-in battery or over 4 kg. The applicable tier is shown with the product.

How do I track my order?

Both courier tiers include tracking. The dispatch email contains the reference and carrier information.

What happens if an order is late or missing?

Email keviquk@keviq.uk if the stated 6–10 business-day delivery window has passed. Keviq will investigate the shipment. If the order is confirmed lost or cannot be delivered, Keviq will provide a full refund to the original payment method.

What is the return window?

Eligible returns may be requested within 14 days of delivery. Contact us before sending any item back. Opened or lightly used items may still qualify where they have only been reasonably inspected.

Do I need to send the item back?

For change-of-mind returns, a return is required and the customer is responsible for arranging and paying the return shipping.
For items that are faulty, damaged on arrival, incorrect or materially different from their description, Keviq may resolve the claim without requiring a return. Where a return is required, Keviq will cover return costs that are legally the seller’s responsibility.

Where do authorised returns go?

After approval, eligible returns go to the authorised return address shown in the Returns & Refunds Policy. Do not send an item without return instructions.

How are refunds paid?

Approved refunds are returned to the original payment method.

Can I cancel an order?

If your order has not yet been dispatched, contact us as soon as possible and we will attempt to cancel it. If it has already been dispatched, you may use the 14-day cancellation and return process after delivery.

How do I pay?

Eligible product sales require full payment of the agreed price at checkout through Stripe. Keviq does not offer cash on delivery or interest-bearing buy-now-pay-later finance.

What payment methods do you accept?

The checkout accepts credit and debit cards. Depending on device, browser and account eligibility, it may also display Apple Pay on compatible Safari and Apple devices, Google Pay, Amazon Pay and Link by Stripe. Only the methods shown during that checkout are available for the transaction.

What currency is used?

Prices on the Keviq store are shown in British pounds (GBP).

How are product claims checked?

Each listing must describe the exact product, variant, specifications, included items, compatibility and delivery commitment. Fake reviews, false scarcity and invented certifications are not permitted.

Do I need an account to order?

When sales open, guest checkout availability will be shown during checkout.

How do I contact customer support?

Email keviquk@keviq.uk, call +1 602 894 1330, or use the Contact page.

What are your support hours?

Support is available Saturday–Thursday, 10:00–21:00 UK local time. Support is closed on Friday.

Still have a question?

Contact Keviq by email or phone.

+1 602 894 1330