Frequently Asked Questions

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay, Google Pay, and Shop Pay. All payments are processed securely — you’ll see the padlock in your browser throughout checkout.

Absolutely. Our store runs on Shopify, one of the world’s most trusted e-commerce platforms, with bank-level SSL encryption throughout. We never see or store your full card details — those are handled entirely by our payment processor. You can shop with complete confidence.

We dispatch orders quickly — usually within the same day — so please contact us as soon as possible at hello@keldwickandbyrne.co.uk if you need to make a change. We’ll always do our best to help before the parcel leaves us. Once dispatched, we’re unable to make changes, but our 30-day return policy means you’re never stuck.

We’re working on adding buy now, pay later options in the near future. In the meantime, Shop Pay offers an installments option at checkout for eligible orders. Keep an eye on our newsletter for updates — we’ll announce it when it’s live.

UK Standard delivery takes 3–5 business days, and Express delivery (order before 1pm) arrives in 1–2 business days. We dispatch all orders within 1 business day of receiving them — often the same day. You’ll get a tracking email the moment your parcel is on its way. Full details on our Delivery Information page.

Yes! Standard UK delivery is free on all orders over £45. For orders under £45, standard delivery is £3.95. We think free delivery should be genuinely achievable — not set at a threshold that feels out of reach.

Yes, every order is tracked. As soon as your parcel is dispatched, you’ll receive an email with your tracking number and a direct link to follow its journey. If you haven’t received a tracking email within 2 business days of ordering, please check your spam folder first — and if it’s not there, just get in touch.

We do! Delivery to Northern Ireland, the Scottish Highlands, Scottish Islands, and the Channel Islands is £5.95 and takes 4–7 business days. We use specialist carriers for these areas to make sure your order arrives safely and in perfect condition.

We offer a full 30-day return window on all orders — no awkward questions. If you’re not happy with something for any reason, just let us know and we’ll sort it. Items need to be unused and in their original packaging. Full details on our Returns & Refunds page.

It’s simple. Email us at returns@keldwickandbyrne.co.uk with your order number and the reason for your return. We’ll send you a prepaid return label within 1 working day. Print it, attach it, drop it off — and your refund will be processed once we receive the item.

Once we receive your return, we process refunds within 5–7 working days back to your original payment method. You’ll get a confirmation email the moment it’s done. Your bank may take a further 2–3 days to show the funds — that part is out of our hands, but we always process our end promptly.

We’re so sorry if that’s happened — it’s the last thing we want. Please email us at returns@keldwickandbyrne.co.uk with a photo and your order number, and we’ll replace or refund you immediately. For items under £20, we won’t even ask you to send it back — just send us the photo and we’ll sort it straight away.

Every product in our collection is chosen with obsessive care. We work with a small number of trusted suppliers who share our values around quality and craftsmanship. We test everything ourselves before it goes on the site — if we wouldn’t be proud to have it in our own home, it won’t make it into yours.

Sustainability is something we take seriously, not just something we say. We prioritise products that are built to last — because the most sustainable thing you can do is buy something once and keep it for years. We also use recycled and recyclable packaging throughout, and we’re continually working to improve our supply chain practices.

Gift wrapping is something we’re actively working on and hope to launch very soon. In the meantime, all our orders are beautifully packaged as standard — no pricing information is included in the parcel, so they’re already gift-ready. You can also add a personal note at checkout.

We’d absolutely love that. After your order arrives, you’ll receive an email inviting you to leave a review. Honest feedback — good or not so good — genuinely helps us improve and helps other customers make confident decisions. We read every single one.

Not at all — you can check out as a guest without creating an account. That said, having an account makes it easier to track your orders, view your order history, and manage returns. It only takes a moment to set up, and we’ll never spam you.

Head to the login page and click “Forgot your password?” — we’ll send a reset link to your email address straight away. If you don’t receive it within a few minutes, please check your spam folder. Still stuck? Drop us a message at keldwickandbryne@gmail.com and we’ll sort it for you.