We aim to deliver your KetoKeto products securely and as efficiently as is possible.
To help us achieve this please make sure that we have your correct delivery address and delivery instructions. If you are not available to receive your package in person at the specified address, please make sure that our courier will be able to leave the box in a secure and safe place for you, or instructions to leave with a preferable neighbour provided.
Please note that you are responsible for instructing us the courier with clear, appropriate and reasonable instructions to deliver your box, if necessary.
Our third party overnight courier company will deliver your order to you. We do our best to ensure your product arrives on time. With an adequate shelf life remaining. Being a fresh, handmade product we aim to have your product to you as soon as possible after baking.
If ever your delivery is missing or stolen you may contact our third party courier directly to request further delivery confirmation information. We do not accept liability for any lost or stolen goods however at our discretion we may offer a compensation of some sort.
We are not responsible for any adverse weather, traffic, or third party negligence, and any delay these may cause for your order. We will not charge you for we have cancelled in accordance with these terms and conditions.
We will not accept changes to a delivery address after order, if changes need to be made you will be required to cancel your order within the timeframe set out in our cancellation policy and then make a re-order with any changes you required.
Upon receipt of your order you should store your KetoKeto products in a cool, dry place, away from direct sunlight. The shelf life of our bars is 190 days from the day of baking. If they are not stored correctly, they may perish sooner.
Upon receipt of your order you are fully responsible for the condition of it, thus checks should be carried out immediately upon delivery.
We reserve the right at our discretion to compensate or withhold any order or payment received which was incorrectly placed, we will however try our best and be as understanding of the situation as possible. We will not be held responsible for any delay or losses in the event of any order placed with incorrect information. We reserve the right to cancel any order placed and do so within a timeframe of our discretion.
If there is ever a technical problem where we require the need to suspend our services and an order has been placed you will be contacted with an update of your order and information on the fulfilment of it.
If you require to cancel or postpone your order you must do so within 1 hour of having placed your order, with clear instructions attached, along with your order number and the email address which you used to place your order. This must be sent to us via our website “Contact” page. If cancellation is accepted you will receive a full refund within 7 working days.
Cancellations need to be confirmed by a member of our team and will be done so via email. If we accept your cancellation and you have already made payment to us, we’ll refund you the full amount within 7 working days or provide you with a credit note which will last 1 month from the day of notice.
We regret that we cannot offer any refund if your cancellation is not requested within the outlined timeframe or no cancellation confirmation is received.
We accept all forms of payment by credit or debit card via the website. We do not accept cheques or cash on delivery unless agreed in advance by a member of staff. For an online banking transactions you may contact us directly with your request and we may process and make arrangements for your order at our discretion.
We reserve the right to cancel any order at our discretion, in the event of a natural disaster, or temporary inability to produce we will contact you directly in relation to your order.