Customers outside the UK

The information below applies for anybody based in the EU or the rest of the world, and has been updated to take into account the new trading environment after Brexit. It will be updated if things change.

 

How do I place an order?

The easiest and quickest way to place an order is through our website. If you prefer, you can also order over the telephone. Please click here for our contact details.


Can I order and pay in Euros?

Yes. When you register with us, you can select whether you wish your account to be in GBP or Euros. If you select Euros, all the prices you see on our website will be in Euros (provided you are logged in) and you will be invoiced in Euros.

Payment should also be made in Euros either to our Euro bank account or by credit/debit card.

We regret that we do not accept cheques drawn on banks outside the UK because they can take up to six weeks to clear.


Do I need to register on the website?

In order to place and pay for orders through our website you do need to register, but there are also other benefits. Within the “My Account” section, you can see details of all your previous orders and payments made through our website. To save time, you can also create new orders by duplicating old ones or pick items from your own personalised "Favourites List".

You will also benefit from having your own online inbox, to which we'll send news and messages which are specifically relevant to you, such as updates to product specifications.

Registration takes only a few minutes and is free.


Is delivery included in the price?

Delivery is NOT included and a delivery surcharge calculated as a percentage of your order value will be applied to your order, subject to a minimum charge. The percentage surcharge and minimum value will vary according to the table below. For countries not listed, please enquire separately.

ZONE Countries Included  Percentage Surcharge  Minimum Delivery Charge
1 Republic of Ireland 8% £16
2 Belgium, France, Germany, Luxembourg, Netherlands 11% £16
3 Austria, Denmark, Switzerland 14% £12
4 Czech Republic, Italy, Slovakia, Spain 17% £26
5 Croatia, Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden 20% £31
6 Bosnia-Herzegovina, Bulgaria, Greece, Iceland, Latvia, Lithuania, Norway, Romania, Serbia 25% £37

If you are based outside the European Union, we would have to calculate and charge for carriage costs on an order-by-order basis, and there are some countries to which we are not able to send. Please contact us on +44 114 245 5400, or email sales@keylink.org for further information.

If we can't deliver to your country you can of course arrange your own carriage; but please note that if we deliver to an address in the UK, we must charge UK VAT unless we receive a proof of export.


Do I need an EORI Number

Yes, you do. We are unable to ship to you unless you have a valid EORI number in your country. This is needed for customs clearance.


Will I have to pay UK VAT on my order?

From 1st January 2021, we will NOT charge you UK VAT on orders as we are a B2B (business/trade) supplier. Please note that different rules may apply for consumers.


Will I have to pay any additional charges to the carrier on receipt of my order?

YES, you will have to pay some charges as below:

  • Import VAT at the border on entry into the EU or into your country. Provided you are VAT registered you should be able to reclaim this in your country in the same way as you would for any VAT paid on domestic supplies.
  • Import duty (only if applicable). According to the new trade deal between UK and the EU, import duties will only be charged on goods which are NOT of preferential origin. Keylink will only send you products which are of preferential origin so if you are in the EU, you should not have to pay any import duties.
  • Customs charges

 

How do I pay these charges?

Normally, you will receive an invoice from our carrier and they will ask you to pay any charges due before the order is released to you.

 

How quickly will I receive my order?

We work in partnership with DPD to provide a fast and reliable service. Please click here to see a transit time guide for EU countries.

We will normally be able to dispatch your order the next day but please note that during very busy times, it can take us up to 2-3 days to dispatch your order. If your order is very urgent, please let us know and we will always try to prioritise it.

 

What if something on my order is out of stock?

With overseas orders, if we are unable to supply an item, we will contact you to ask if you would like an alternative product or a refund. Otherwise, we will deliver it with your next order.

 

All information given above is given in good faith and is based on our current understanding of the new rules, applicable since 1st January 2021.