Frequently Asked Questions
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 24 hours.
Orders & Account
CAN I ADD SOMETHING TO AN EXISTING ORDER?
CAN I ADD SOMETHING TO AN EXISTING ORDER?
In general, orders cannot be amended once they have been placed. However, if your order has not been dispatched yet, there is a possibility for our customer services team to assist with amendments. It is important to note that the sooner you contact us regarding any changes, the better chance we have to accommodate your request.
For data protection purposes, please include the name, delivery address, and email address of the person who placed the order when reaching out to us. If possible, please also provide the order number. We appreciate your understanding and prompt communication.
SOME OF MY ORDER IS MISSING - WHEN WILL IT ARRIVE?
SOME OF MY ORDER IS MISSING - WHEN WILL IT ARRIVE?
For larger orders or multi-box items like jump boxes, it's common for the courier to deliver the boxes separately due to their size and weight. If you receive part of your order, please expect the remaining items to arrive within the next few days.
We kindly ask that you allow a minimum of 48 hours before contacting us. Thank you for your patience and understanding.
I HAVEN’T RECEIVED AN EMAIL CONFIRMING MY ORDER, WHAT SHOULD I DO?
I HAVEN’T RECEIVED AN EMAIL CONFIRMING MY ORDER, WHAT SHOULD I DO?
If you haven't received our confirmation email, please check your junk mail folder. If you still can't find it, please contact us and we would be happy to help.
To assist us in locating your order and for data protection, kindly provide the name, delivery address, email address of the person who made the order, and order number. We appreciate your cooperation.
CAN I ADD MY ORDER TO AN EXISTING ACCOUNT?
CAN I ADD MY ORDER TO AN EXISTING ACCOUNT?
We are unable to assign orders to an account after they have been placed. To ensure smooth order processing, please make sure you are logged into your account when placing your order. Thank you for your cooperation.
CAN I CREATE AN ACCOUNT WITH YOU?
CAN I CREATE AN ACCOUNT WITH YOU?
Definitely! Creating an account is a convenient way to save your details for future orders and easily track their status. You can either create an account during checkout or click here.
Shipping & Collection
WHERE DO YOU DELIVER?
WHERE DO YOU DELIVER?
We deliver throughout the UK, including Northern Ireland.
HOW LONG WILL DELIVERY TAKE?
HOW LONG WILL DELIVERY TAKE?
Our aim is to process and deliver your orders as quickly as possible, usually within 2-5 days. We understand that unexpected situations can cause delays, but rest assured that we'll provide you with tracking information so that you can keep a tab on your order's status.
We're happy to say that the majority of our customers receive their orders on time without any issues. However, if you haven't received your delivery within 10 days of your purchase, please don't hesitate to contact us. We're always ready to assist you in any way we can.
COLLECTION
COLLECTION
When will my order be ready for collection?
We strive to have your order ready within approximately 4 hours, but it may be even earlier! Rest assured, we understand your anticipation and will work diligently to ensure your order is prepared as quickly as possible.
How will I be notified when my order is ready?
Once your order is ready for collection, we will send you a notification via text message and email. Please ensure that you provided us with accurate contact information during the checkout process.
What if I don't receive the collection confirmation message?
If you haven't received the collection confirmation within the estimated timeframe, please check your spam or junk email folder. If you still haven't received it, please contact our support team at support@kefl.co.uk for further assistance.
What do I need to bring for collection?
To collect your order, simply bring the confirmation email (a digital copy is sufficient) and a form of identification. We kindly ask that you have these documents readily available to ensure a smooth collection process.
Can someone else collect my order on my behalf?
Yes, someone else can collect your order as long as they present the confirmation email and a copy of your identification. This ensures that your order is collected securely.
Where do I go for collection?
18 Plover Close, MK16 9PS.
Simply ring the bell, and our friendly team will come outside to assist you. For your safety, we kindly ask that you don't enter the warehouse. Once we've confirmed the details of your order, we'll bring it to the front of the warehouse for you to pick up. To ensure a seamless collection, please make sure you have an adequately sized vehicle and, if needed, an extra pair of hands to assist with larger items. If you require additional information about the weights and dimensions of your order, simply let us know. Please note that we are unable to load products into your vehicle due to insurance limitations.
What if I arrive before receiving the collection confirmation message?
If you turn up prior to receiving the collection confirmation, we kindly ask for your understanding that we may not be able to supply you with your order on demand. Waiting for the confirmation message ensures that your order is ready for collection, saving you any inconvenience.
What if I need to collect outside of the specified collection hours?
Our warehouse is open for collection from Monday to Friday, between 10 am and 4 pm. If you require collection outside of these hours, please contact us at support@kefl.co.uk, and we'll do our best to accommodate your request promptly.
Order Handling and Liability:
Once your order has left the front of our warehouse, please be aware that you, as the valued customer, assume full responsibility for any damages that may occur during loading or transit. We take great care in preparing and packaging your order, but external factors beyond our control may impact the condition of the items during transportation. If you notice any issues upon receiving your order, please contact our support team at support@kefl.co.uk, and we'll assist you accordingly.
If you have any further questions or need assistance, please don't hesitate to reach out to our support team at support@kefl.co.uk. We're here to ensure that your collection experience is smooth and hassle-free.
Thank you for choosing KEFL for your order collection.
WHO WILL DELIVER MY PURCHASES?
WHO WILL DELIVER MY PURCHASES?
We partner with trusted couriers like Royal Mail, Parcel Force, Evri, and DPD for reliable and efficient delivery of your orders. With our carefully selected courier services, we ensure that your packages are handled with utmost care and reach you promptly
DO YOU DELIVER ON WEEKENDS?
DO YOU DELIVER ON WEEKENDS?
Although some of our couriers may deliver on weekends, we cannot guarantee it.
HOW DO I KNOW WHEN MY DELIVERY IS GOING TO ARRIVE?
HOW DO I KNOW WHEN MY DELIVERY IS GOING TO ARRIVE?
After placing your order, we will send you a confirmation email with all the details. Once your order is shipped, you will receive another email notification from us. The courier handling your delivery will then send you an email with the estimated delivery date, typically within 1-3 days of shipping
HOW CAN I TRACK MY ORDER?
HOW CAN I TRACK MY ORDER?
Stay informed every step of the way! After processing your order, we'll send you an email notification. Track your orders easily by logging into your account or creating one here. Once your order ships, we'll provide tracking information for you to keep tabs on your package.
For inquiries or assistance, contact our friendly customer service team at support@kefl.co.uk, including the order details: Name, delivery address, email, and order number. We're here to help and ensure your satisfaction!
Other Information
HOW TO LOOK AFTER MY YOGA MAT
HOW TO LOOK AFTER MY YOGA MAT
- Please regularly use a soft damp cloth to clean with detergent or water.
- After cleaning with wet cloth, wipe with dry cloth and air dry.
- Do not allow any sharp object to get in contact with the Mat.
- Do not expose to UV for a long time. Please store in a cool and dry place.
HOW TO LOOK AFTER & MAINTAIN MY RUBBER YOGA MAT
HOW TO LOOK AFTER & MAINTAIN MY RUBBER YOGA MAT
- Use a tiny drop of dish soap or use a tiny drop of dish soap diluted very heavily with plenty of water and wipe it gently with a nonabrasive sponge that is damp, but not soaking wet.
- Do not clean your mouth frequently (every 5-10 uses), over cleaning or using abrasive products will wear out the material faster.
- After any practise, especially a sweaty one, and after cleaning, allow your mat to dry fully before you are rolling it up. hang it to dry naturally.
- Roll it up with topside (the coloured side, with the etched design) will help ensure your mat rolls out nice and flat at each time you use it.
- Your skin’s natural oils may mark or stain the surface of the mat and these sorts of marks will often fade gradually with time or after cleaning. try to avoid oils and cosmetics.
- Try to avoid keeping your mats out in the sun for long periods of time
- Do not use the washing machine or dryer
CAN I EXCHANGE AN ITEM INSTEAD OF RETURNING IT?
CAN I EXCHANGE AN ITEM INSTEAD OF RETURNING IT?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN OR EXCHANGE?
HOW LONG DOES IT TAKE TO PROCESS MY RETURN OR EXCHANGE?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
