FAQs
All Your Frequent Questions Answered on Shipping, Subscriptions, Orders and Refunds
How to Order, Where to Order & Order Modifications
Your Orders
Can I Buy Ketosource Products on Amazon?
If you prefer to shop on Amazon for our products we have an Amazon Store in the UK. Access it here.
If getting the best price is important to you, please make sure to compare prices between Amazon and our stores as they can be different.
How Can I Track My Order?
Once your order has shipped, you will receive an email with tracking information.
You will be able to follow the order progress and advise the courier of any delivery preferences using the link provided.
Can I Cancel or Edit My Order If Necessary?
Please notify us of order cancellations or address changes within 15 minutes from the time the order was placed.
Orders are assigned labels almost instantly. Once this has happened we cannot stop the order being shipped to you.
So if the order cancellation was not received within 15 minutes, it means the order may already be on the way to you.
If your order is no longer needed, the quickest way to return this to us is to refuse the delivery from the courier. If you aren’t able to do this, the order can be shipped back to us. In this case we will only be able to refund the cost of products, and not the shipping fee.
Shipping
Do You Offer Free Shipping?
All orders over £50 in the UK get free shipping applied automatically at checkout. Standard shipping on orders below £50 costs £4.99 for Royal Mail Tracked Service.
Do You Offer Express Delivery?
We offer an Express Delivery service with DPD. This is a 1-2 working day service and costs £6.90 regardless of order value.
Do Orders Ship Same Day?
To ship same-day please place your order before 3pm. This ensures there is time to pack and ship the items. Orders placed after 3pm will ship the next working day.
How Long Does Delivery Take?
All deliveries are based on working days only which excludes Sundays and public holidays.
Standard orders take between 2 to 4 working days from dispatch to delivery depending on where you live and the time you placed your order.
Express orders take 1 to 2 working days from dispatch to delivery depending on the time you placed your order.
Can I Cancel or Edit My Order If Necessary?
Please notify us of order cancellations or address changes within 15 minutes from the time the order was placed.
Orders are assigned labels almost instantly. Once this has happened we cannot stop the order being shipped to you.
So if the order cancellation was not received within 15 minutes, it means the order may already be on the way to you.
If your order is no longer needed, the quickest way to return this to us is to refuse the delivery from the courier. If you aren’t able to do this, the order can be shipped back to us. In this case we will only be able to refund the cost of products, and not the shipping fee.
Where Does Ketosource Ship?
We ship to the whole of the UK, including the Channel Islands, from our UK store at shop.ketosource.co.uk.
If you're in the EU, we ship to all EU countries from our EU Store. Please visit this at eu.ketosource.co.
Subscriptions
Refunds & Exchanges
All Other Questions
How can I get a discount on my order?
We do offer a 10% discount on subscriptions you sign up for. Repeat subscriptions allow us to save on some of our costs and pass that benefit on to you. Learn more about those in the Subscriptions part of this FAQ.
Otherwise, Ketosource doesn’t run discounts or discount coupon codes. This is because I've already set our products at the best cost for customers I can.
And yes, I know the products aren’t cheap. It’s because they’ve been designed to be the best.
That includes the ingredients and new innovative production processes. So, unfortunately, that costs more money to produce.
As we are still a small start-up company, our costs are also higher. As we grow this will improve.
One of my top goals is to reduce our costs over time so that I can reduce our prices. The idea being that this will better empower you by making the products you love more accessible to you. I'm constantly working on it.
When I achieve cost reductions I announce the new prices in my KET-ONE newsletter.
Thanks for joining us on this journey. And hope to connect with you in one of our events or elsewhere!
Damien
Founder @ Ketosource