Frequently Asked Questions

Below are some questions and answers which we often deal with. If you have a question that is not covered here, please contact us.

How and when will my goods be delivered?

The vast majority of keys are cut on the premises and dispatched within two to three working days via Royal Mail first class post. Large key orders may take slightly longer. Special order keys or keys ordered from a third party may be subject to extended delivery times.Upon delivery the purchaser shall examine the goods and thereafter be deemed to have accepted them for the purposes of the sale of goods act 1979.

What is your Returns Policy?

With very few exceptions, keys are cut individually to the customers’ requirements and as such are not stock items. We are therefore unable to accept the return of keys for credit that have been incorrectly ordered, or are surplus to requirements. This also applies where ambiguous information is given at the time of ordering. At our sole discretion we may exchange incorrectly ordered stock items

Should I send a confirmation of my order?

Cut Keys Direct process a large volume of orders and cannot cross check every item we receive. Due to a fast turnaround, we prefer not to receive any confirmation orders. On the rare occasions that goods have not been received within seven days, customers should contact the sales office. Where confirmation orders are sent not suitable marked, duplicated orders must be paid for.


Cut Keys Direct Ltd accepts no liability for shortages, damage to or non-delivery of any goods unless notified in writing within seven days of the purchaser receiving, either the goods, a delivery note or an invoice, whichever is the earlier. If Cut Keys Direct agrees to pay compensation to the purchaser it is limited to the invoice price of the goods. Cut Keys Direct shall not in any circumstances be liable for indirect or consequential loss arising for any reason whatsoever.

Payment Terms?

Unless otherwise specified all accounts are payable within 30 days of invoice date. Any costs incurred in the collection of overdue accounts will be passed on to the purchaser. Cut Keys Direct reserves the right to refuse or withdraw credit facilities without prior notice or explanation as to why such action has been taken.

What if I want to Cancel My Order?

Orders may be cancelled in writing, without cost, but only before they have been processed and invoiced.

What are the Carriage Charges?

For normal key orders charges vary according to quantity these prices are displayed on our website during the checkout process. Different charges apply to special key orders or when the customer has requested special or signed for delivery. Carriage charges for locks vary according to weight and quantity. Additional charges may apply to orders sent to third parties.


All prices quoted are strictly nett and subject to alteration without prior notice. Goods will be invoiced at the prices ruling at the time of despatch. All prices quoted are exclusive of Value Added Tax and carriage charges

Special Orders?

When we arrange to obtain keys or locks from a third party on behalf of a client, we cannot accept responsibility for delays in delivery to us from works and will have to charge for those items ordered. Many goods have to be put into production and manufacturing times can vary. Cancellation of such orders can only be accepted if received in writing within 2 days of the original order date. Locks ordered for a customer from works as a special order cannot be returned to us for credit and all special orders for high security and access control products must be confirmed to us in writing before we can process them.

Do you ship outside of the UK?

Yes we ship worldwide. Please select the correct postage option when placing your order.

Do you offer a next day delivery service?

We can supply orders of up to 50 keys the following day after an order is placed as long as it is placed before 11:00am . please select the correct postage option. Please note deliveries are made on Monday-Friday. Therefore orders placed using this option on a Friday will be received on Monday. Orders placed after the cut off time on a Friday or on Saturday and Sunday using this option will be received on Tuesday. If your order is over 50 keys this option may take an extra day. Some products are not available for next day delivery. Please check with us first before ordering for next day delivery

Are keys supplied on original key blanks?

Where possible we will try to supply cut keys on original manufacturer key blanks. The majority of key series will be supplied on high quality key blanks manufactured by special key blank companies such as Silca, JMA etc. Please note that key images on our website are to help customers identify which key series are required and do not always represent the actual key blank the cut keys will be supplied on.

Will I pay VAT on orders shipped outside of the UK?

We do not charge VAT on orders sent to countries outside of the UK. Once your Item is received at the destinations Customs facility you may have to pay your countries VAT, Duties and any handling fee that is applied to your delivery. This is your responsibility to pay and will need to be paid before delivery can be made. If these fees are not paid and the item is returned to us no refunds will be offered and an extra delivery charge will need to be paid to us before we are able to resend the order again.