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Frequently Asked Questions

Got a question not answered here? Ask an advisor on our live chat or contact us.

Delivery
How much does delivery cost?

We offer free next day delivery on orders over £65 including VAT.

A delivery charge of £6.50 (exc VAT) applies for orders under £65.

Free next day delivery may not apply to some areas (Highlands and Islands).

Please see our delivery information page for full details.

Can I have my order sent to a different address?

Yes, there is an option on the checkout procedure to set an alternative delivery address to your billing address.

What happens if I am not at the delivery address when the delivery is being made?

We require all parcels to be signed for. A signature can be obtained from anybody at the delivery address. If there is nobody in when the delivery is attempted, you will be left a card by the couriers which will have instructions on how to receive the parcel. 

Can my parcel be left in my porch?

No, our couriers require a signature as proof of delivery, they are unable to leave parcels without one.

When will I receive my goods?

If your order is place before 3pm Monday – Friday  it will be dispatched for next working day delivery. (Exclusions apply) Please see our delivery information page for more details.

What time will my delivery be?

Standard and Saturday deliveries can take place anytime between 8am and 6pm.

Stock
Are all of your items in stock?

All of our products are linked in with our back end database that takes stock levels directly from the warehouse. All products that are displayed as “In Stock” should be in stock and ready for dispatch. If we receive an order and then discover that the item is out of stock we will make every effort to contact to confirm your options on how to proceed.

If some of my items are out of stock and some are in stock, what happens?

We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive (there will be no additional delivery charge for this).

How will I know when an out of stock item is ready for me?

If you choose to leave an out of stock item on Back Order we will maintain regular contact with you to update you on its progress. This will include a phone call to confirm its arrival and arrange your delivery requirements.

I can't find what I'm looking for on your website, can you get other products?

Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please call or email us with your requirements and we will get back to you as quickly as possible with a price and availability.

Ordering
Is your website secure?

Yes, we use a secure payment service provider to ensure that all of your details are encrypted immediately.

Can I order by phone?

Yes, if you would rather, you can call our order line on 03300 564 564 between 8am – 5pm Monday to Friday. We have trained staff that can not only take your order but also help advise you on the products in our range.

Will I get a VAT invoice?

Yes, your VAT invoice will be supplied with your goods. If this doesn’t find its way to you then you can request a copy at any time.

Am I able to amend my order once it's submitted?

Unfortunately, once you have clicked “Submit Order” your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order after this stage, but you are welcome to call us and if it is possible we will do our best to try.

Customer Service/Returns
Can I return unwanted items?

Yes, if for any reason you no longer require your goods, or you have ordered an incorrect item by mistake we will offer a full refund or exchange within 28 days of purchase if the item is returned to us in its original condition and packaging.

I have been delivered an incorrect item, what do I do?

We have strict control and checking procedures operating in our warehouse so it is extremely unlikely that an error will occur, however unfortunately sometime mistakes can still be made. If this happens we will collect and redeliver a replacement item as soon as possible and this will obviously be at no cost to you.

I have received a damaged item, what do I do?

Please try and check the condition of the parcels before you sign for them, if you are in any doubt please make a note on the couriers paperwork. If you discover an item is damaged please contact us as soon as possible (must be within 7 days) and we will arrange a replacement for you, obviously we would cover any courier costs.

General
What are your terms and conditions?

Our full terms and conditions can be found on this page: Terms and Conditions

I am having problems on your website, what do I do?

If you are experiencing problems or have seen an error please could you let us know by phone 03300 564 564 or email info@keantools.co.uk

Why can't I log in?

You can send yourself a password prompt if you enter the email address that you used to register in. If you are unsure on which email address you have used please contact us and we will be able to take you through a few security checks before confirming your login information.

Am I able to amend my order once it's submitted?

Unfortunately, once you have clicked “Submit Order” your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order after this stage, but you are welcome to call us and if it is possible we will do our best to try.

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