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 Ketosource products are available in all Amazon Europe stores.

This might be helpful if you have an Amazon Prime account.

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.

You can use our store locator to find your country's Ketosource store on Amazon. 

How Can I Track My Order?

You'll never be in the dark about your delivery.

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.

If you need help tracking your order please reach out to the team to help.

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.

Need more help? Please reach out to the team .

Shipping

Do Orders Ship Same Day?

We ship the same day, with cut-off time depending on your country.

To ship same-day please make your order before the following times by country. This ensures there is time to pack and ship the items.

  • Germany 4pm
  • Netherlands Anytime before midnight.
  • Belgium Anytime before midnight.
  • France 2pm
  • Denmark 2pm
  • Sweden 2pm
  • Luxembourg 2pm
  • Czech Republic 2pm
  • Austria 2pm
  • Poland 2pm
  • Spain (Mainland) 2pm
  • Finland 2pm
  • Latvia 2pm
  • Ireland 2pm
  • Italy 2pm
  • Spain (Islands) 2pm
  • Greece 2pm
  • Hungary 2pm
  • Portugal 2pm
  • Estonia 2pm
  • Slovenia 2pm
  • Romania 2pm
  • Lithuania 2pm
  • Slovakia 2pm
  • Bulgaria 2pm
  • Croatia 2pm

Orders placed on a weekend or Bank Holiday will ship the next working day.

Do You Offer Express Delivery

Unfortunately we do not offer an Express Delivery Option for EU orders at present.

Do You Offer Free Shipping?

Free shipping is automatically applied at checkout for orders over a certain value. 

This differs by country due to different rates being applied.

Your order will qualify for free shipping as follows:

  • Germany All orders over €60
  • Netherlands All orders over €60
  • Belgium All orders over €60
  • France All orders over €80
  • Denmark All orders over €80
  • Sweden All orders over €80
  • Luxembourg All orders over €80
  • Czech Republic All orders over €80
  • Austria All orders over €80
  • Poland All orders over €80
  • Spain (Mainland) All orders over €80
  • Finland All orders over €125
  • Latvia All orders over €125
  • Ireland All orders over €125
  • Italy All orders over €125
  • Spain (Islands) All orders over €125
  • Greece All orders over €125
  • Hungary All orders over €125
  • Portugal All orders over €125
  • Estonia All orders over €150
  • Slovenia All orders over €150
  • Romania All orders over €150
  • Lithuania All orders over €150
  • Slovakia All orders over €150
  • Bulgaria All orders over €150
  • Croatia All orders over €150

How Long Does Delivery Take?

All deliveries are based on working days only which excludes Sundays and public holidays.

Orders take between 1 to 7 working days from dispatch to delivery depending on your country and the time you placed your order. 

Please note that during peak periods such as Black Friday, Thanksgiving and Christmas, delivery times may extend by a day or more.

We will always do our best to notify you of any potential delays.

Where Does Ketosource Ship?

We ship to the following countries from our EU store:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

If you're based in the UK, we can ship to you from our UK store You can find it here: shop.ketosource.co.uk

We do not currently ship to countries outside of the UK and EU.

Subscriptions

How Do I Set Up A Subscription?

To set up a subscription, select the 'Subscribe & Save 10%' option on the relevant product page.

The default frequency is set to 30 days but can be easily changed to suit your individual needs.

If you have questions about setting up a subscription, the team are always on hand to help.

You can talk to the team anytime to get help.

Can I Cancel My Subscription At Any Time?

Our subscriptions allow you to save 10% on the normal purchase price.

We can only offer this saving on repeat subscriptions, as they allow us to save on some of our costs. We then pass this benefit on to you.

If you would like to cancel your subscription, please reach out to the team to help.

Can I Pause My Subscription?

Absolutely, we understand your subscription needs will change from time to time.

You can pause your subscription easily through your Ketosource account on the 'manage subscriptions' page.

The team will also be happy to help you with this if you have any questions.

Can I Change My Subscription Products?

Of course! You can add or swap products in your subscription as frequently as you like.

You can either do this through your Ketosource account on the 'manage subscriptions' page, or by reaching out to the team.

Refunds & Exchanges

What Is Your Return Policy?

We want you to be 100% satisfied with your Ketosource purchase.

Of course, we understand from time to time, things can go wrong.

So, if you experience any problems at all, please reach out to us. We promise to put them right.

You can contact us by emailing the team at team@ketosource.co.uk, by calling +31 970 1025 5285 or through our helpful AI friend 'Ketona'.

How Do I Return My Order?

We understand circumstances change.

If you need to return an item to us,please reach out to the team to start the returns process.

Items must be in the original condition in which they were received to qualify for a return.

If you have received an electronic device that is faulty, please let the team know. We will need to troubleshoot the specific error prior to authorising the return.

Can I Exchange My Order?

If you need to exchange an item you've ordered, the first step is to get in touch with the team.

Certain items can't be exchanged, so if this is the case for you, rest assured the team will offer an alternative fix!

Do You Offer Free Returns?

Unfortunately we aren't currently able to offer free returns.

If your order hasn't been delivered yet, you can refuse the delivery from the courier. It will then be refunded on return to our warehouse.

If you have received your order and need to return it, the team will be happy to help set this up for you.

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.