FAQs
All Your Frequent Questions Answered on Shipping, Subscriptions, Orders and Refunds
How to Order, Where to Order & Order Modifications
Your Orders
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?
Free shipping is automatically applied to your checkout for your orders when they are over a certain value. This differs by country because shipping to different countries costs us different amounts.
Your order will qualify for free shipping as follows:
• Czech Republic, Germany, Hungary, Poland, Slovakia: All orders over €65
• Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovenia, Spain, Sweden: All orders over €100
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.
Where Does Ketosource Ship?
We ship to these countries in the EU:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
→ Plus: Monaco
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 by emailing team@ketosource.co.uk or through our helpful AI friend Ketona.
If you prefer to speak to us over the phone the number to call is +44 (0) 20 3617 5250.
How Can I Cancel My Subscription?
To cancel your Ketosource subscription, please follow these simple instructions. If you have any trouble at any time, please reach out to the team to help.
1. Log in to your account on the Ketosource website.
2. Click the purple 'manage your subscriptions' button.
3. Select the subscription item(s) you wish to cancel.
4. Click 'cancel subscription' at the bottom of the page.
5. In the side panel that opens, click the white 'cancel' button.
This will successfully cancel your subscriptions.
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 to help.
Refunds & Exchanges
What Is Your Refund Policy?
We want you to be 100% satisfied with your Ketosource purchase.
Of course, we understand that from time to time, things can go wrong.
Any purchase with Ketosource is covered by our premium quality guarantee. Not happy, get your money back. Just reply to your order email or call and let us know you'd like a refund. No questions asked.
You can contact us by reaching out to the team to help. 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.
If you decide not to use a Ketosource product and it remains unopened, you can return it within 30 days for a refund.
Here are the details:
- Eligibility: Applies only to products that are unopened and unused.
- Return Window: 30 days from the date of purchase to initiate a return.
- Refund Process: The product must be sent back to Ketosource to qualify for a refund.
Items must be in the original condition in which they were received to qualify for a 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.
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
Where are Ketosource products manufactured?
All Ketosource products are manufactured in the UK & EU to ensure high quality and consistency.