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?
You'll never be in the dark about your delivery.
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.
If you have any issues tracking your order, please reach out to the team to help.
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.
Need more help? Please reach out to the team to help.
Shipping
Do You Offer Free Shipping?
Yes! All UK orders over £50 get free shipping applied at checkout.
Standard shipping on orders below £50 costs £4.99 for Royal Mail Tracked Service.
Do You Offer Express Delivery?
We offer an Express Delivery service with DPD for UK orders. This is a 1-2 working day service and costs £6.90 regardless of order value.
To have your order shipped with Express Delivery please select this option at checkout.
Do Orders Ship Same Day?
To ship same-day please place your order before 3pm. This ensures there is time to pack and ship the items. Orders placed after 3pm will ship the next working day.
Orders placed on a weekend or Bank Holiday will ship the next working day.
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 if your order was placed before the 3pm cutoff.
Where Does Ketosource Ship?
We ship to the whole of the UK, including the Channel Islands, from our UK store at shop.ketosource.co.uk.
If you're visiting this site and you're based in the EU, we can ship to you from our EU Store. You'll find us at eu.ketosource.co.
We do not currently ship to countries outside of the UK and EU.
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 Return Policy?
We want you to be 100% satisfied with your Ketosource purchase.
Of course, we understand from time to time, things can go wrong.
So, if you experience any problems at all, please reach out to us. We promise to put them right.
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.
Items must be in the original condition in which they were received to qualify for a return.
If you have received an electronic device that is faulty, please let the team know. We will need to troubleshoot the specific error prior to authorising the 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 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
Can I Buy Ketosource Products on Amazon?
If you prefer to shop on Amazon for our products we have an Amazon Store in the UK. Access it here. This might be helpful if you have an Amazon Prime account.
If getting the best price is important to you, please make sure to compare prices between Amazon and our stores as they can be different.
Do You Offer the LMNT Insider Bundle?
The LMNT Insider Bundle is a 'buy 3 get 1 free' offer on LMNT single flavour packs.
This offer is only available when buying direct from LMNT. This means it is not available through Ketosource or any other wholesale partners.
To save money on LMNT purchases, you can add them as a subscription product, which saves 10% on each order.
Do You Offer LMNT Samples for POTS/Long Covid Sufferers?
While we aren't able to provide free samples of products, we are here to help everyone who comes to us with health concerns.
Please reach out to the team with your questions and we will do our best to help you as much as we can.