A Quick Guide to Keylink Delivery

At Keylink we are very proud of the service we offer our customers! Here is our quick guide to everything you need to know about Keylink deliveries.

How soon after ordering will I receive my goods?

We will dispatch all in-stock items in your order the same day if you place your order online or by phone on a business day (Monday-Friday) by 2pm. This usually means you will receive your order the next business day, if you are based on mainland UK (excluding the Scottish Highlands).

For customers outside the UK, you can see a guideline to EU countries here: https://www.keylink.org/transit-time-guide-to-eu-countries

 

What if I order after 2pm or on a weekend?

Your order will normally be dispatched on the next working day (Monday-Friday).

 

How much is delivery?

For the UK mainland, next business day delivery on orders under £150 ex. VAT is £7.00 (plus VAT). Delivery is free on all mainland UK orders over £150 ex. VAT. 

UK Highlands/Islands and Republic of Ireland. Delivery will be on a 2 day service with delivery charged as a percentage of order value, subject to a minimum delivery charge per order.

Region	Delivery Charge %	Minimum Charge
Northern Ireland	7%	£12.00
Scottish Highlands	5%	£10.00
Channel Isles & Isle of Man	7%	£12.00
Scottish Islands	5%	£10.00
Scilly Isles	20%	£12.50
Republic of Ireland	8%	£16.00

 

For customers outside the UK there is a minimum delivery charge plus a percentage surcharge of the total value of your order. You can see those charges here: https://www.keylink.org/customers-outside-the-uk 

 

Can I get delivery on a Saturday?

You can request Saturday delivery. Please advise us at the time of ordering and we will tell you how much this will be. Please also note that DPD are often unable to offer these upgrades on orders during the hectic Christmas period. 

 

What about delivery at a specific time?

We are able to offer pre-10.30am delivery and pre 12.30am delivery. Please advise us at the time of ordering and we will tell you how much this will be. Please also note that DPD are often unable to offer these upgrades on orders during the hectic Christmas period.

 

How do I know when my order is coming on delivery day?

We use DPD as our courier service. If you have given consent, you will receive an email and text on your delivery day with a one-hour time slot, which you then have the ability to change. If you haven’t given consent, you can do so by signing in to My Account on the Keylink website, then navigating to Consent Manager and filling in the short form relating to order and billing information. We do need this consent to be able to offer this service.  

 

What if the country I live in isn’t on your list? 

If you live in a country we don’t deliver to as standard and you are ordering moulds, equipment or packaging, we may be able to help. We just need to know exactly what you would like to order, and then we can calculate whether it is possible to dispatch to your location and what the cost would be.

Alternatively, we can deliver to a UK address of your choice, then you can arrange your own carriage to your country of residence independently. 

Unfortunately we are restricted on the countries outside the UK to which we can send food products.

You can view a list of the countries we can ship directly to here: https://www.keylink.org/transit-time-guide-to-eu-countries 

 

What if I’m not in when my order is delivered?

DPD can leave your parcel in a designated safe place or with a neighbour if you have selected/requested this option. If the driver is unable to deliver, they will leave a calling card with further details. 

 

What about pallets?

If you are able to receive pallets, it can make unloading your order quicker and more efficient. If your order is over a particular size, we may give you a quick call and ask you whether you are able to accept pallets. Pallet Track can make sure pallets are delivered right to your door. We understand that not everyone is able to accept them, however. 

If you would particularly like a pallet delivery, we ask that your orders are in before 11am to guarantee next business day delivery. 

 

What if I know I won’t be in the next day at all?

Please let us know when ordering and we will delay dispatch for you. 

 

What if I order items that aren’t in stock?

We will put them on what we call back-order, and once they are all in stock we will send them out to you in a single delivery at no extra delivery charge (mainland UK).

 

Uh oh! I have a problem with my delivery!

Please call us on 0114 245 5400 and we’ll be pleased to help.

 

What about inclement weather?

There have been occasions where inclement weather such as snow and ice can make delivering on schedule tricky for DPD. In such cases DPD inform us, and we advise customers when ordering, as well as posting advisory notices on our website and social media channels.

 

Anything else?

Please be aware that if ordering personalised goods, such as semi-bespoke boxes, card or foil cut to size, hot-foil blocked packaging or you wish your flat boxes to be assembled for you, this may delay your order, especially at very busy times of year. If you are ordering by phone we will advise you of this.