FAQ
Honest answers about shipping, returns, and how we choose what we sell.
How long does delivery take?
Orders are processed within 1–3 business days. Personalised items need an extra 3–7 business days for production before they ship.
From there, estimated delivery is 5–15 business days within the UK, 7–15 business days for Europe, the US and Canada, and 10–20 business days for the rest of the world.
Is shipping really free?
Yes — UK orders of £50 or more qualify for free standard shipping automatically at checkout. For UK orders below £50, standard shipping is £4.99. International shipping costs are calculated at checkout based on destination and method.
Do you ship outside the UK?
Yes, we ship worldwide. Delivery estimates and any customs handling vary by destination — see the delivery time question above.
What is your returns policy?
You have 14 days after receiving your item to request a return. Items must be unused, unworn, with tags, and in their original packaging. Email us at hi@keke.pet to start a return — please don't send anything back before we've confirmed the address.
What if my order arrives damaged or wrong?
Please inspect your order as soon as it arrives and email hi@keke.pet straight away if anything is defective, damaged, or not what you ordered — we'll sort it out.
Do your electronic toys need batteries?
Our interactive toys (like the rolling cat ball) are rechargeable over USB-C rather than needing disposable batteries — check each product page for its specific charging details and runtime.
How do you decide what to sell?
Everything in the shop is tested at home first, by us and by our own cat and dog, Keke and Seven. If they ignore it, or it doesn't hold up to real use, it doesn't make it into the shop — no exceptions for how nice it looks in photos.
How do I clean and care for my order?
Care instructions vary by product — soft goods like beds and toys are generally machine-washable on a gentle cycle, while wooden and electronic items should be wiped clean rather than submerged. Check the "Specifications" or "Care" section on each product page for exact guidance.
How do personalised orders work?
Once you've ordered a personalised item, send us your pet's photo (and any special requests) via the chat button in the corner of any page, or by emailing hi@keke.pet — or simply wait, and we'll reach out to collect it. Personalised items need an extra 3–7 business days for production before they ship.
Full details and photo tips are on our personalised order process page.