FAQ

📦 Shipping & Order Processing

1. How much does shipping cost?

We offer free, insured shipping on all orders within the UK & USA.

Shipping is only available within the UK & USA. We do not currently ship to other international destinations.

2. How long does delivery take?

  • Processing/Handling Time: 1–3 business days
  • Transit Time: 3-7 business days
  • Total Delivery Time: 4–10 business days from the date of purchase

Expedited shipping is not available at this time.

3. How can I track my order?

Once your order has shipped, you will receive a tracking email with a link to monitor your shipment.

Track your order here: Track My Order

Didn't receive the email? Check your spam or promotions folder. If you still need help, contact us at hello@keryul.com.

🔄 Returns, Exchanges & Refunds

4. What is your return policy?

We offer a 30-day return policy. Items must be unused, unworn, in their original packaging, with proof of purchase.

To start a return, contact us at hello@keryul.com. Returns sent without prior approval will not be accepted.

Return shipping is free on eligible returns. No restocking fees apply

For full details, visit: Return and Refund Policy

5. What if my item is damaged or incorrect?

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately at hello@keryul.com so we can resolve the issue.

6. Which items are non-returnable?

Non-returnable items include:

  • Hygiene-sensitive products (e.g., personal care items, undergarments, or items with hygiene seals removed)
  • Custom products (special orders, made-to-order, or personalized items)
  • Hazardous materials or flammable liquids (e.g., batteries, aerosols, or certain chemicals)
  • Final Sale items (marked as non-returnable at checkout)
  • Gift cards (non-refundable and non-exchangeable)

If you're unsure whether your item qualifies, reach out to us at hello@keryul.com.

7. How do exchanges work?

We accept exchanges for items that are in new, unused condition. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. How long do refunds take?

We process refunds within 1-3 business days after inspecting and approving the returned item. Approved refunds will be issued back to the original payment method and may take 7-10 business days to reflect, depending on your bank or payment provider. 

If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at hello@keryul.com

For full return, refund, and exchange details, visit: Return and Refund Policy

📜 About Our Business

9. Where is your business located?

Our office address is located at: 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, UK.

We operate exclusively online, and our physical office is not open to the public for in-person visits or purchases.

10. How can I contact customer support?

You can reach us at hello@keryul.com. We aim to respond to emails within 24 hours on business days. 

Alternatively, you can call or text us at +44 7532 769 679

Our support hours are Monday – Friday, 9:00 AM – 5:00 PM (GMT/BST).