Delivery and Refunds

Delivery costs

Standard delivery charge for all UK online orders is £2.95. This is added to your basket during the checkout process. A delivery charge of £4.95 applies to phone, fax, email and post orders.

Delivery times

Online orders placed by 12pm for delivery to a mainland UK address are delivered the next working day. All other UK online orders are delivered between 3 to 5 working days.

Next working day delivery

This service does not apply to products that are unavailable because they are out of stock or not yet published. This service applies only during working days (Monday to Friday) and deliveries only take place Monday to Friday.

Non-UK delivery

Delivery to Europe – approx. 7 to 10 working days

Delivery to Rest of World – approx. 10 to 14 working days

Postage and packing is added and displayed during the checkout process. It is calculated based on the weight of the order and destination zone. Our rates are based on standard UPS courier delivery charges for worldwide package delivery.

If you are not happy with the postage quoted and wish to discuss alternative option with our sales team, please email

Changing delivery details

You can add these when you register and can change them at any time in you’re my Account pages. Changes to school details can also be changed in the same place but will have to be verified and up-dated by our database team within 48 hours so will therefore not be reflected instantly on the site or during your order.

Tracking orders

You can view your order status in you’re my Account pages. If you have any queries, please call customer services on 0844 844 1352.

Availability of items

You can check a product’s availability on each product page. If you are ordering on a school account, you can order items that are temporarily out of stock and we will deliver them to you with your invoice as soon as they are available. Items that are not in stock cannot be ordered on credit card.


UK and International Schools can use our official returns system. We cannot be responsible for missing parcels sent back without an official returns reference booking number. Any returns received into the warehouse without an official returns reference number will be subject to a delay in processing and cannot be tracked. Customer order errors will be arranged on the customer’s behalf. A carriage charge of £5.50 per parcel will be charged for this service. Unwanted goods can be returned up to 3 months from the original invoice date, as long as they are unmarked/unused.

Click here to visit the return system

Faulty products or those damaged on delivery can be returned for a refund or replacement up to 3 months from the original invoice date.

For individuals and home orders, unwanted goods can be returned within 28 days from the original invoice date, as long as they are unmarked/unused.


You have to register on the website to place orders. We will save your details so that you do not have to enter them again and you can use your unique username (email) and password to log in and access you’re my Account pages or order again.

UK Schools

If you are registering as a school you should be able to find your school details by searching for your name and/or postcode. Our website is attached to a database which holds records for all UK schools so in the rare event you cannot find your school (maybe because you are a new school) then please contact our customer services team so we can verify the details before setting up your account.

If you register against your school you will be able to place orders on account and pay for them by invoice. School registration is only available for UK schools/establishments.

If you are an international school/establishment, you cannot currently pay on invoice. If you would like to pay by credit card, please register and place your order online. Alternatively, please contact us at

If you are an individual or a non-UK customers, you can register your own details and pay using a credit card. We will save your contact details for future purchases but will not retain any card details.


Keen Kite

©2017 Keen Kite Books, an imprint of HarperCollins Publishers Ltd, registered in Scotland, Company No.27389. Registered address: Westerhill Road, Bishopsbriggs, Glasgow G64 2QT. HarperCollins Publishers Ltd and Keen Kite Books expressly reserve all their rights in the content of the site.