UK & International Shipping Policy

Last updated: August 2026

Thank you for shopping with Keen Creations UK.

Many of our products are handmade, laser engraved, personalised or made specifically to order. Because of this, your order may require production time before it is ready to be dispatched.

This policy explains our UK mainland free shipping, delivery times, international shipping and what happens if a delivery is delayed, damaged or lost.

1. Free UK Mainland Shipping

We are pleased to offer FREE STANDARD SHIPPING on orders delivered to UK mainland addresses.

There is no minimum order value required unless otherwise stated during a particular promotion.

Free UK mainland shipping applies to eligible addresses in England, Wales and mainland Scotland.

Some remote, offshore or non-mainland UK locations may attract an additional delivery charge due to carrier costs.

Where an additional charge applies, this will normally be shown at checkout before you complete your purchase.

2. Areas Outside UK Mainland

Free mainland UK shipping may not apply to locations including, where applicable:

• Northern Ireland
• Scottish Highlands and Islands
• Isle of Wight
• Isle of Man
• Channel Islands
• Other offshore islands or remote postcode areas

Delivery availability and charges depend on the size and weight of the parcel and the delivery services available to your postcode.

Any applicable delivery charge will be shown at checkout where our system supports delivery to your location.

3. Production Time Is Separate From Delivery Time

Production time and delivery time are two separate things.

Production Time

Production time is the time required for us to:

• Prepare your order
• Create or adapt your design
• Prepare photographs or artwork
• Laser engrave, cut or manufacture your product
• Finish and inspect the product
• Package the order ready for dispatch

Delivery Time

Delivery time begins after your completed order has been dispatched.

For example, a delivery service described as 1–2 working days refers to the carrier's expected delivery period after dispatch. It does not necessarily mean that your personalised product will arrive 1–2 working days after you place the order.

4. Personalised & Handmade Orders

Many products sold by Keen Creations UK are made or personalised specifically for each customer.

Production times may therefore vary depending on:

• The product ordered
• Quantity
• Complexity of the design
• Level of personalisation
• Material availability
• Whether a proof is required
• Customer-requested changes
• Seasonal demand

Estimated production or dispatch times may be displayed on individual product pages.

We always aim to produce orders as quickly as reasonably possible while maintaining the quality of the finished product.

5. Design Proofs & Customer Approval

Some custom orders may require a digital proof or design approval before production.

If we send you a proof, production may not begin until you approve it.

Please carefully check:

• Names
• Dates
• Spelling
• Wording
• Images
• Layout
• Positioning
• Other personalised information

Delays in responding to a proof or request for additional information may delay production and dispatch.

6. UK Mainland Delivery

Once production is complete, UK mainland orders will normally be dispatched using an appropriate postal or courier service.

The exact carrier may depend on factors including:

• Parcel size
• Weight
• Value
• Destination
• Product type

Where tracking is available, tracking information will normally be provided once your parcel has been dispatched.

Delivery estimates are estimates rather than guaranteed delivery dates unless we specifically agree otherwise.

7. Free Shipping Service

Our free UK mainland shipping option uses our chosen standard delivery service.

Where faster or upgraded shipping services are available, these may be offered at checkout for an additional charge.

Choosing an upgraded delivery service generally speeds up the delivery portion of your order and does not necessarily reduce the time required to manufacture or personalise your product.

8. International Shipping

We may offer international delivery to selected countries.

International shipping is not included within our free UK mainland shipping offer.

International delivery charges will be calculated or displayed at checkout where international shipping is available.

International delivery may take significantly longer than UK delivery.

This is because international parcels may need to pass through:

• Export processing
• International transport networks
• Customs clearance
• Import processing
• Local postal or courier networks

International delivery estimates should therefore be treated as estimates only.

9. Customs Delays

International parcels may be delayed by customs authorities in the destination country.

Unfortunately, customs processing is outside the control of Keen Creations UK.

A parcel being held by customs does not necessarily mean that the parcel is lost.

Customs clearance can sometimes add a significant amount of time to an international delivery.

Please take this into account if ordering an item for a birthday, wedding, anniversary, Christmas or another specific occasion.

10. International Customs, Taxes & Import Charges

International customers may be required to pay:

• Import VAT
• Customs duty
• Import taxes
• Brokerage charges
• Handling fees
• Other charges imposed by their country's authorities or delivery provider

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge paid to Keen Creations UK.

The customer is responsible for any applicable import charges levied by their destination country.

We cannot predict the amount of these charges because customs rules differ between countries.

11. International Delivery Times

Because international shipping can be affected by customs and overseas postal networks, we cannot guarantee an exact international delivery date unless specifically agreed otherwise.

International orders should be placed well in advance where the product is required for a particular occasion.

International customers should remember that the total time before receiving an order consists of:

Production Time + International Shipping Time + Any Customs Processing Time

12. Delivery Estimates

Any delivery timeframe displayed on our website or provided after dispatch is an estimate unless expressly stated otherwise.

UK and international deliveries can occasionally be affected by:

• Severe weather
• Transport disruption
• Industrial action
• Seasonal demand
• Public holidays
• Carrier network problems
• Customs processing
• Local delivery disruptions
• Events outside our reasonable control

Nothing in this policy affects your statutory rights.

13. Dispatch Confirmation & Tracking

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Please be aware that carrier tracking systems do not always update immediately.

It may take some time after receiving a dispatch notification before tracking information appears within the carrier's system.

Some standard delivery services may provide limited tracking compared with fully tracked or express services.

14. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check:

• Recipient name
• House or building number
• Street
• Town or city
• County or region where applicable
• Postcode
• Country

If you notice an error after placing your order, please contact us as soon as possible at:

customerservice@keencreationsuk.com

If your order has not yet been dispatched, we will make reasonable efforts to correct the address.

Once your parcel has been dispatched, we may be unable to change its destination.

15. Incorrect Addresses

If a parcel cannot be delivered because an incorrect or incomplete address was supplied by the customer, it may be returned to us.

Where legally permitted, the customer may be responsible for the reasonable cost of sending the parcel again.

Please remember that personalised products are made specifically for you.

A personalised item being returned to us because an incorrect delivery address was supplied does not automatically make the personalised product refundable.

This does not affect your statutory rights.

16. Missed Deliveries

If nobody is available to receive a delivery, the carrier may:

• Attempt another delivery
• Leave the parcel in an appropriate safe place
• Deliver it to a neighbour
• Take it to a collection point
• Hold it at a local depot
• Provide instructions for rearranging delivery

Please follow the instructions provided by the delivery company.

17. Delivery to a Safe Place

Where a customer requests that a parcel is left in a particular safe place or with a neighbour, the carrier may attempt to follow those instructions.

Whether the request can be followed will depend on the delivery company and the circumstances at the delivery address.

18. Delayed UK Deliveries

If your UK order has been dispatched but has not arrived within the expected timeframe, please check:

• Your tracking information
• Any delivery notifications
• Safe places around your property
• Whether the parcel has been left with a neighbour
• Whether it has been taken to a collection point or depot

If you still cannot locate your parcel, please contact us at:

customerservice@keencreationsuk.com

Please include your order number.

We will investigate with the delivery provider where appropriate.

19. Delayed International Deliveries

International deliveries may occasionally appear to stop updating while:

• Travelling between countries
• Awaiting customs clearance
• Being transferred to a local delivery company
• Waiting for the destination country's tracking system to update

Please allow additional time for international deliveries.

If your parcel has been delayed significantly beyond the expected timeframe, contact us and we will investigate where reasonably possible.

20. Lost Parcels

If a parcel appears to have been lost, please contact Keen Creations UK.

Where appropriate, we will investigate the delivery with the carrier.

If a parcel is confirmed as lost, we will provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a replacement or refund.

21. Damaged Deliveries

We take care to package our products appropriately before dispatch.

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide photographs showing, where possible:

• The damaged product
• The outer packaging
• Internal protective packaging
• The parcel or shipping box
• The shipping label

Please retain the damaged item and packaging while we investigate.

Do not dispose of the packaging until we confirm that it is no longer required.

Where goods have been damaged during delivery, we will deal with the matter in accordance with your statutory rights and our Returns, Refunds & Personalised Products Policy.

22. Multiple-Item Orders

Where possible, products within the same order will be dispatched together.

Occasionally, an order may need to be split into multiple parcels.

If this happens, the parcels may arrive at different times.

Where appropriate, separate tracking details will be provided.

23. Large & Bespoke Orders

Large orders or particularly complex bespoke projects may require additional production time or specialist delivery arrangements.

Where necessary, we may contact you to discuss:

• Production times
• Parcel requirements
• Delivery arrangements
• Additional shipping costs where applicable

We will make any relevant charges clear before additional costs are agreed.

24. Busy Periods

Production and delivery may take longer during peak periods such as:

• Christmas
• Valentine's Day
• Mother's Day
• Father's Day
• Wedding season
• Promotional events
• Other periods of unusually high demand

We recommend ordering personalised gifts as early as possible during these periods.

25. Orders Needed for a Particular Date

If you need an item for a:

• Birthday
• Wedding
• Anniversary
• Holiday
• Christmas gift
• Special event

please order with sufficient time for both manufacture and delivery.

Unless we specifically confirm a guaranteed date, estimated production and delivery times should not be regarded as a guarantee that your product will arrive before a particular event.

International customers should allow substantially more time.

26. Responsibility for Delivery

We will take reasonable steps to package your goods securely and arrange delivery to the address provided with your order.

Nothing within this Shipping Policy is intended to reduce or exclude any responsibility we have under applicable consumer law.

Your statutory rights remain unaffected.

27. Contact Us

For questions about shipping, tracking or an existing delivery, please contact:

Keen Creations UK
Email: customerservice@keencreationsuk.com

Please include your order number whenever contacting us about an existing order.

Shipping at a Glance

UK Mainland: FREE standard shipping.

Other UK Locations: Additional charges may apply depending on location and carrier.

International Orders: Shipping charges apply and are shown at checkout where available.

Personalised Products: Production time applies before shipping.

International Delivery: Can take significantly longer due to international transit and customs processing.

Need it for a specific date? Please order early, particularly for personalised and international orders.