Frequently Asked Questions

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 for credit of keys 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 keys

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. 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. Interest will be payable to Cut Keys Direct at the rate of 2% per month on the balance remaining unpaid beyond the prescribed due 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 accepted by Cut Keys Direct cannot be cancelled without written instruction and consent and then only on terms which will indemnify Cut Keys Direct against any loss incurred

What are the Carriage Charges?

For normal key orders charges vary according to quantity and are posted on our website. Different charges apply to special key orders or when the customer has requested special or recorded 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 3 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.

Is there a minimum order policy?

There is a minimum order quantity of two keys per order.

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 your keys the following day after an order is placed as long as it is placed before 12:00. 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 recieved 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 100 keys this option may take an extra day.