Shipping policy

Version: 10.1
Effective date: 18 August 2026
Previous website version: 9.0

This version applies from the effective date above. It does not retrospectively alter an existing contract or accrued right.

This Policy explains how Redkey USB Ltd dispatches and delivers physical products. It forms part of our Terms of Service. Mandatory rights under applicable consumer law are not affected.

Quick reference

These are targets and summaries, not guaranteed delivery dates. The detailed Policy and any delivery promise expressly agreed for the order take priority.

1. About us and this Policy

Redkey USB Ltd is a company registered in England and Wales under company number 11257207.

Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: contact@redkeyusb.com
Website: https://redkeyusb.com

This Policy applies to physical products purchased directly from Redkey USB Ltd. It does not govern returns or warranty claims, which are covered by our Warranty, Returns and Refunds Policy.

In this Policy:

• Business Day means Monday to Friday, excluding public holidays in England and Wales;
• Consumer means an individual buying wholly or mainly outside their trade, business, craft or profession; and
• Business Customer means a person or organisation buying wholly or mainly for trade, business, craft or professional purposes.

2. Dispatch

2.1 Usual dispatch times

We dispatch orders on Business Days.

Orders placed before 12:00 noon UK time are usually dispatched on the same Business Day. Orders placed after that time, or on a weekend or UK public holiday, are usually dispatched on the next Business Day.

These are targets, not guarantees. We will contact you if we become aware of a material delay before dispatch.

2.2 Payment and order checks

We do not dispatch until payment has cleared and any reasonable order, address, fraud-prevention or legal checks have been completed.

Where we agree to payment by bank transfer, Wise or cash, an order is not treated as paid until the payment has been received and verified. Manual payment can therefore delay dispatch. We provide manual-payment instructions separately. Do not send cash unless we have first issued written instructions.

2.3 Availability

If a product becomes unavailable after you order, we will contact you. We may offer an alternative, wait for stock with your agreement, or cancel and refund the affected item.

2.4 Order acceptance and dispatch confirmation

An automated acknowledgement does not necessarily mean that an order has been accepted. Order acceptance is governed by our Terms of Service. A dispatch confirmation normally identifies the items sent and the delivery service used.

3. Delivery services, prices and estimates

3.1 Services and prices

Available delivery services and current prices are shown at checkout. They depend on the destination, parcel and service selected.

We may use Royal Mail, DHL or another suitable carrier. We choose the carrier unless a particular service is expressly agreed at checkout. A parcel may be passed to a local postal or delivery partner for final delivery.

Some destinations require a courier rather than a postal service. Any additional charge must be shown at checkout or agreed with you before dispatch.

3.2 Estimated delivery times

The following are typical estimates after dispatch:

The estimate shown at checkout or in the dispatch confirmation takes priority. Estimates are not guaranteed and can be affected by customs, carrier capacity, weather, public holidays, remote-area handover and events outside our reasonable control.

3.3 Consumer delivery deadline

Unless we agree a different delivery period with you, we will deliver a Consumer order without undue delay and no later than 30 days after the contract is made.

If an agreed essential delivery date is missed, or a Consumer order has not arrived within 30 days and no different period was agreed, contact us. We will investigate and provide the remedy required by applicable law. Nothing in this Policy removes a Consumer’s rights in relation to late or failed delivery.

3.4 Separate parcels

An order may be sent in more than one parcel. Where practical, the dispatch confirmation or tracking information will identify the split. A delay to one parcel does not necessarily mean that the others are lost.

4. Tracking, documents, addresses and packaging

4.1 Tracking

Where tracking is available, we send a link to the email address used for the order after dispatch. The first tracking scan can take up to 48 hours to appear. Tracking may be updated by more than one carrier where a parcel is handed to a local delivery partner.

4.2 Order documents

We normally send an order confirmation and, where applicable, an invoice by email. A manual-payment order may receive a separate invoice or payment email. A packing slip may be included in a parcel.

If you need a company name, purchase-order reference, VAT number or other permitted information on an invoice, contact us before dispatch. We cannot provide false, misleading or backdated information.

4.3 Delivery address

You must provide an accurate and complete delivery address. We may standardise its format or ask you to confirm unclear details. Please contact us immediately if you notice an error. We cannot promise to change an address after dispatch.

If a delay or failed delivery is caused by an incorrect address supplied by the customer, we may charge the reasonable, direct cost of redelivery or return where permitted by law.

4.4 Telephone number

If you provide a telephone number, we may share it with the carrier where reasonably needed for delivery, customs clearance or address verification. Some services or destinations require a contact number.

4.5 Packaging and labels

We use packaging intended to protect products in transit and seek to reduce unnecessary material. Shipping labels and customs documents may identify Redkey USB Ltd and describe the contents where required by law.

Where a plain-packaging option is offered and selected at checkout, we will avoid unnecessary external branding. Carrier labels and customs documents may still identify the sender and describe the contents as required.

5. International delivery, tax and customs

5.1 Availability and legal restrictions

Delivery availability is shown at checkout and may change because of carrier availability, sanctions, export controls, import restrictions, product-safety rules or other legal requirements. Displaying a country or currency on the website does not guarantee that every product can be delivered there.

We will not process a transaction where doing so would breach sanctions or trade restrictions that apply to Redkey USB Ltd, the transaction, the customer or the destination.

5.2 Import responsibility

International orders may be subject to import VAT, GST, customs duty and carrier or customs handling charges. The party responsible for these charges depends on the destination, the checkout arrangement and the delivery term shown for the order.

Unless checkout expressly says that import charges are included, the recipient is normally responsible for import clearance and charges collected on import. These charges are set by local authorities or carriers and are not controlled by us.

5.3 Customs declarations

We complete customs declarations accurately, including the product description, value, country of origin and tariff classification where required. We cannot understate value, describe a purchase as a gift when it is not, or provide false customs information.

5.4 European Union orders and IOSS

For eligible consignments with an intrinsic value not exceeding €150, we may collect import VAT at checkout through the Import One-Stop Shop (IOSS). The checkout and order confirmation show the tax collected by us. IOSS does not necessarily remove every customs or carrier charge.

From 1 July 2026, EU rules introduced a temporary €3 customs duty for low-value parcels imported from outside the EU. The duty is calculated for each different category of item identified by tariff classification within a consignment, rather than simply once for the whole parcel. How the amount is declared or collected depends on the order and customs arrangement. The checkout, order confirmation or carrier notification will show any amount charged to you where available.

For consignments over €150, and for orders not eligible for IOSS, import VAT, customs duty and handling charges may be collected through the customs or carrier process.

EU Business Customers that intend to act as importer should contact us before ordering so that the correct arrangement can be confirmed.

5.5 Changes in customs rules

Customs and tax rules can change quickly. The law and official customs treatment in force when the parcel is imported take priority over a general summary in this Policy. We will not retrospectively charge an amount that our accepted order expressly stated was included, except where applicable law requires otherwise.

5.6 Refused or uncollected international parcels

If a parcel is returned because the recipient refuses to pay a properly disclosed import charge, refuses delivery, supplies an incorrect address or does not collect it, we will contact the customer after it returns. Where permitted by law, we may deduct the reasonable and unrecoverable direct return cost from a refund. We will explain any proposed deduction. This does not affect mandatory Consumer rights.

6. Delivery, ownership and risk

6.1 Consumers

For a Consumer, risk of loss or damage passes when the Consumer, or a person identified by the Consumer to receive the parcel, takes physical possession of it. A carrier tracking scan by itself does not remove the Consumer’s statutory rights if the parcel was not actually delivered to the Consumer or an authorised recipient.

If a Consumer independently appoints a carrier that we did not offer, risk may pass when the goods are handed to that carrier, to the extent provided by applicable law.

6.2 Business Customers

For a Business Customer, risk passes under the delivery term agreed for the order. If no separate term is agreed, risk passes on physical delivery to the stated address or authorised recipient, except where the Business Customer independently arranges or nominates a carrier, when risk passes on handover to that carrier.

International Business Customer deliveries may be made on DAP (Delivered at Place) terms where stated. A customs or import-cost allocation does not override mandatory Consumer risk rules.

6.3 Ownership

Ownership passes when we have received full cleared payment and the product has been delivered, unless applicable law or an expressly agreed written term provides otherwise.

6.4 Safe places, neighbours and collection points

If the customer instructs or authorises the carrier to leave a parcel with a specified neighbour, in a safe place or at a collection point, that instruction may affect when physical possession and risk pass. It does not make an unauthorised or misdirected delivery valid.

7. Delivery problems

7.1 Damage, shortage or tampering

If a parcel arrives damaged, incomplete or apparently tampered with, contact us promptly at contact@redkeyusb.com. Please provide the order number, a description and, where possible, photographs of the parcel, label and contents. Keep the packaging while we investigate.

Prompt notification helps the investigation but does not reduce any mandatory right you have.

7.2 Marked delivered but not received

If tracking says delivered but you have not received the parcel, check with household members, reception, neighbours and any authorised safe place, then contact us promptly. We will investigate with the carrier. A tracking status is evidence to investigate, not an automatic decision that the Consumer bears the loss.

7.3 Lost parcel

If a Consumer parcel is lost before risk has passed, we will provide the remedy required by applicable law. This may include replacement or refund. Business Customer remedies are governed by the agreed delivery term and our Terms of Service.

We may temporarily restrict activation or services associated with a Redkey reported lost in transit while we investigate, where reasonably necessary to prevent misuse. Any restriction will be proportionate and reviewed when the investigation ends.

7.4 Delivery delay

Contact us if tracking has not moved for an unusual period or the estimated delivery window has passed. We will investigate with the carrier. A carrier or customs delay does not remove any right relating to an agreed essential date, the statutory delivery deadline or non-delivery.

8. Failed delivery, collection and returned parcels

8.1 Failed attempt or collection

A carrier may attempt redelivery or hold a parcel at a collection point. Follow the carrier’s instructions within the stated period. A carrier may impose its own lawful storage or handling charge where disclosed under its service.

8.2 Parcel returned to us

If a parcel is returned, we will contact you. We may arrange redelivery at the customer’s reasonable direct cost where the return resulted from the customer’s incorrect address, refusal or failure to collect and charging that cost is lawful.

If the return was not caused by the customer, or the law requires another remedy, we will arrange the appropriate redelivery, replacement or refund without imposing an unlawful charge.

8.3 Refund deductions

Any proposed deduction for a returned parcel will be limited to a reasonable, direct and unrecoverable cost that we are legally entitled to deduct. We will explain it. This section does not permit a deduction from a Consumer refund where mandatory law requires us to bear the cost.

9. Events outside our control

We are not responsible for delay caused by an event outside our reasonable control, such as severe weather, industrial action, war, civil disorder, transport interruption, public-health emergency or customs disruption. We will take reasonable steps to reduce the effect and keep you informed where appropriate.

This section does not remove mandatory Consumer rights, including rights relating to an agreed essential delivery date, non-delivery or a delay exceeding the legally permitted period.

10. Returns

This Policy covers outbound delivery. For cancellation, returns, faulty products, return postage and refunds, see our Warranty, Returns and Refunds Policy at https://redkeyusb.com/policies/refund-policy.

Please contact us before sending a return so that we can provide the correct return instructions and, where applicable, an RMA number. Failure to obtain approval or include an RMA does not remove any statutory right, although it may delay identification and processing.

Do not send a product to our registered office unless we confirm it is the correct return address.

11. Relationship with other terms

This Policy forms part of our Terms of Service. Mandatory applicable law prevails. The Privacy and Data Protection Policy governs personal data. The Warranty, Returns and Refunds Policy governs returns and warranty remedies. This Policy governs outbound shipping and delivery details to the extent those documents do not say otherwise.

The liability provisions in our Terms of Service apply, but they do not override the mandatory Consumer delivery, risk or refund rules stated in this Policy.

12. Changes and contact

We may update this Policy when delivery services, charges, law or our processes change. The current version and effective date are published at https://redkeyusb.com/policies/shipping-policy. A change does not retrospectively alter an order already accepted unless required by law or agreed with the customer.

For shipping and delivery questions:

Email: contact@redkeyusb.com
Contact page: https://redkeyusb.com/pages/contact

Copyright © 2026 Redkey USB Ltd. All rights reserved.