Q: "I just placed an order, when will it be processed?"
We try our best to ship items as fast as we can. Please allow 10 - 14 business days production time for your order to ship out. Tracking is usually (but not always) made available and updates every 24/48hrs. If you don't have a tracking number after 14 business days please email us at email@example.com
What information do I need to provide when I need to contact you?
We prefer you furnish us with as much order details as possible. Your order number and name would be a good start. Our team is hands-on in dealing with any and all matters arising.
Q: I missed my delivery and now it is gone bad, what do I do?
Due to the fact that our products are perishable, it is advisable to be at the receiving address for delivery. Alternative arrangements including but not limited to collection, and re-arranged delivery is possible with Royalmail (courier services). No refunds are actually issued unless there is a mistake/mix up, wrong address. However, this is subject to the sole discretion of the business owner. Feel free to send us an email to firstname.lastname@example.org or follow us up on Instagram @thelowcarbandketobary for more clarity in resolving such matters.
Alternatively contact the courier to arrange for a redelivery.
I am not in love with my order, can it be returned?
Unfortunately, once an order has been placed and paid for, you cannot return it as all products are bespoke, handmade to order and are therefore by law excluded from returns and refunds.
Can I cancel my order?
No! Cancellation is NOT possible as processing starts almost straight away and all goods are made to order.
I have entered an incorrect address what do I do now?
If you have miss spelled or filled in an incorrect address, simply contact the courier service with your tracking number to have this sorted. Once you double check if the address given is wrong kindly notify us via email at email@example.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given at all.
How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. However, we advise that you make use of the tracking numbers provided upon completion of your order as our control over your product ceases upon collection by the courier service agent.
Out of stock? Substitutions and Refunds
Kindly note that in the rare case that an ordered item happens to be out of stock we do substitute this to be able to expedite the processing of your order.
We do our very best to substitute any such product nearest to your ordered item.
Should you not wish for any substitutions in the future please contact us when placing your order and we will be happy refund the cost of the item instead.
How long does it take to get responses from us?
It usually takes roughly 48 - 72 hrs to respond to queries.
I have a question that wasn't answered, can you please help?
Absolutely! We are here to help you. Please send us an email to firstname.lastname@example.org or follow us up on Instagram @thelowcarbandketobary and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.