Frequently Asked Questions

How long will my order take to arrive?

Orders are processed within 1–3 business days and then delivered in 8–18 business days. Total delivery time is typically 8–18 business days from your order date. You will receive a tracking email once your order is dispatched.

Do you offer free shipping?

Yes — we offer free shipping on all orders worldwide. No minimum spend required.

Where do you ship to?

We ship worldwide. If you are unsure whether we deliver to your country, please contact us at support@keviq.uk before ordering.

How do I track my order?

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. Visit our Track My Order page for step-by-step tracking instructions.

My tracking shows no updates — what should I do?

Tracking updates can take up to 48 hours after dispatch. If there is no movement after 7 business days, please contact us at support@keviq.uk and we will investigate immediately.

My order has not arrived after 18 business days — what happens?

If your order has not arrived within 18 business days of your dispatch email, contact us right away. We will either resend your order at no charge or issue a full refund — your choice.

What is your return policy?

We offer a 30-day return window from the date of delivery. If you are not happy with your order for any reason, contact us within 30 days and we will resolve it.

Do I need to send the item back?

In most cases, no. For faulty, damaged, or incorrect items we issue a full refund or send a replacement without requiring you to return the product. For change-of-mind returns, contact us and we will assess your situation.

How long does a refund take?

Once your refund is approved, it is processed within 3–5 business days. Your bank or card provider may take a further 3–5 business days to show the funds in your account. You will receive an email confirmation when processed.

My item arrived damaged — what do I do?

We are sorry to hear this. Please email us at support@keviq.uk with your order number and a photo of the damaged item. We will send a replacement or issue a full refund immediately.

Can I cancel my order?

Yes — if you contact us within 24 hours of placing your order, we can cancel it and issue a full refund. Once dispatched, cancellation is not possible but you can still return within 30 days of delivery.

What payment methods do you accept?

We accept Credit and Debit Cards, Apple Pay, Google Pay, Amazon Pay, and Link by Stripe. All payments are processed securely by Stripe. We do not store your card details.

Is it safe to pay on keviq.uk?

Yes. All transactions on keviq.uk are encrypted using SSL (HTTPS). Payment processing is handled by Stripe, a globally trusted and PCI-DSS compliant payment processor.

Will I be charged customs or import fees?

For most orders under £135 to the UK, VAT is included in the price. Orders over £135 may be subject to UK import duties charged by HMRC. Customers outside the UK should check their country’s import regulations.

Are your products genuine and safe?

Yes. All Keviq products are legally sourced and meet relevant safety standards. We do not sell counterfeit products. Each product listing includes accurate descriptions and specifications.

Do I need an account to order?

No — you can checkout as a guest. However, creating an account lets you track orders, view order history, and speed up future checkouts.

How do I contact customer support?

Email us at support@keviq.uk. We respond within 24 hours on business days (Monday to Friday). For urgent queries you can also message us on WhatsApp.

What are your support hours?

Our support team operates Monday to Friday. We aim to respond to all enquiries within 24 hours. Emails sent on weekends or public holidays will be responded to on the next business day.

Still have a question?

Our team is happy to help. Get in touch and we’ll respond within 24 hours.