Terms & Conditions

Terms & Conditions

Payment Processing

All transactions are handled externally. After placing an order, you will be re-directed to the Paypal site, where you’ll have the option to complete your purchase using your Paypal balance, your preferred funding option, or by credit card. You don’t need to have a Paypal account for the transaction to be processed.

We do not hold any payment information as a result of purchases made on this site.

Delivery Policy

All deliveries are tracked with either Royal Mail or Hermes. A £5 delivery fee is added at checkout for each order, irrespective of number of items purchased. Delivery can take up to 10 days.

We deliver to UK addresses only.

Order Collection

Unfortunately, we cannot offer this option at the moment.

Cancellation Policy

All items are prepared and/or baked to order and cannot be re-sold due to their perishable nature. You may be able to cancel an order as long as processing hasn’t begun. Please email sales@queenketo.com with “CANCEL ORDER REQUEST” in the Subject line, as soon as possible after placing an order, and we will advise you accordingly.

Changes to Orders

We understand that there will be circumstances where you may want to add, remove or change the product(s) you ordered. As long as you contact us within 24 hours of placing the original order, we will do our very best to accommodate your wishes. Please email sales@queenketo.com with “CHANGE ORDER REQUEST” in the Subject line.

Returns and Refunds Policy

Our aim is to deliver all orders promptly and in perfect condition. Please check packaging for Use By date and/or storage instructions.

Due to the nature of our products, returns are not permitted.

If you receive a wrong product or your order has missing items, we will issue either a part/full replacement or part/full refund, but you must contact us at sales@queenketo.com within 24 hours of receipt and provide photos to help us understand what happened.

Refunds will not be processed for goods not received or delayed as a result of incorrect information submitted during the order process, or for goods that become spoiled because the recipient was unable to accept delivery on first attempt.

Everyone’s tastebuds are different, so we cannot allow refunds on the basis that you disliked the product(s) you purchased. We do, however, welcome all feedback that can help us make improvements to our products.

Food Allergy Disclaimer

We cannot guarantee our products to be free from allergens, as they may contain traces.

The following ingredients are handled in the queenketo kitchen: milk and other dairy products; eggs; nuts, peanuts; lupin; sesame.

If you have any concerns, you must contact us before placing an order.

Changes to Products, Ingredients, Product Images and Prices

We reserve the right to withdraw products from sale and/or modify ingredients and/or change prices in accordance with availability, supply issues, market fluctuations, or a combination of the same.

Frequently Asked Questions

How long will my order take to arrive?

Please allow up to 10 business days for delivery.

Why does it take so long to receive my order?

To ensure quality and freshness, we prepare and/or bake every item to individual orders.

Orders are processed within 5 business days and dispatched by Royal Mail Tracked 48 or Hermes. Delivery should take 2-3 days, but due to the current Covid-19 situation, it may take up to 5 business days. Therefore, please allow 10 business days before enquiring about your order.

Can I place an order if I live outside the UK?

Due to the perishable nature of the goods, we can only deliver to a UK address.

How much do you charge for delivery?

A Postage and Packing fee of £5.00 is added at checkout. This is a fixed fee, irrespective of the number of items ordered.

Can I buy in bulk?

Unfortunately, no. We are a small family business with limited stock and limited manpower, so we wouldn’t be able to process bulk orders.

Why does the product I received look different?

All our baked goods are hand-made to order. As a result, shapes and shades may change from bake to bake and differ from the images on the website.

What shoul I do if I have a problem with my order?

In the unlikely event of a problem with your order, please get in touch within 24 hours of receipt and we will do our very best to resolve the issue as quickly as possible.

Why are your products so expensive?

Our products aren’t just keto friendly. We exclusively use organic, quality ingredients, in line with our unwavering belief that food should be unadulterated, ethical and wholesome. You won’t find lab-created fillers, preservatives or inferior ingredients sourced cheaply from untrustworthy sources, in any of our products. The same high standard applies to Dog Treats, with the exception for some ingredients which may not be organic due to supply issues.

In addition, the queenketo kitchen has no factory production line or bulk-supplies to buffer costs.

Our prices reflect premium ingredients, expenses, a tiny profit margin for our time and labour, plus a free and unlimited amount of love.

How can I contact you?

If you have an issue with your order, email: sales@queenketo.com

For suggestions, feedback and enquiries, email: hello@queenketo.com

We endeavour to respond to all emails within 48 hours, but it could take a little longer at busy times.

93 Roosevelt Avenue

Chatham

Kent

ME5 0HS