{"id":26909,"date":"2025-09-19T11:28:33","date_gmt":"2025-09-19T11:28:33","guid":{"rendered":"https:\/\/wp.keylink.org\/?post_type=page_content&p=26909"},"modified":"2026-04-08T11:09:26","modified_gmt":"2026-04-08T11:09:26","slug":"faq","status":"publish","type":"page_content","link":"https:\/\/wordpress.keylink.org\/?page_content=faq","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t
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Help Centre<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Here you’ll find the answers to the most common questions our customers ask us. If your question isn’t answered here, give us a call and our friendly customer service team will be happy to help!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Your Account<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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How do I set up an account on keylink.org? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Creating your account on the Keylink website allows you to make purchases, download product specifications and price lists, and receive notifications about the products you buy straight to your Keylink message inbox.\u00a0<\/span>\u00a0<\/span><\/p>

To get started, click Login\/Register at the top right of the website on desktop, or click the account icon on the bottom bar on mobile. Under \u2018New User\u2019, choose the best option for you and complete the form with your details.\u00a0<\/span>\u00a0<\/span><\/p>

Choose a username and password or phrase you can remember but won\u2019t be easily guessed. Select the closest option to your business activity, as this will help us to understand how best to support you with product information, trends and inspiration.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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How do I check my order history? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Log into your account on keylink.org, then click the My Account menu in the top right on desktop, or on the bottom bar<\/span> on mobile. <\/span>Beneath \u2018Order Information<\/span>\u2019,<\/span> click \u2018View Order History\u2019 to see your past orders. To <\/span>find a current order, click \u2018Track Recent Orders<\/span>\u2019<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What if you can\u2019t see my order? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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It can take a few minutes for a new order to appear on your account. If you cannot see your order, check back in half an hour, and if it still <\/span>isn\u2019t<\/span> showing please give us a <\/span>call on<\/span><\/span> 0114 245 5400.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Will I receive a VAT invoice for my order? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, a<\/span> VAT invoice<\/span> will be emailed to you within a day<\/span> or two<\/span> of your order<\/span> being received<\/span>. <\/span>If <\/span>you’d<\/span> like us to<\/span> add your VAT number to your accoun<\/span>t, just send an email to your account manager or <\/span><\/span>sales@keylink.org<\/span><\/span><\/a>.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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I\u2019m having logging in issues, can you help? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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If <\/span>you\u2019re<\/span> having trouble logging in, give us a call and one of our customer service team will talk you through the process to help find the issue. They can also process your order for you so <\/span>you\u2019re<\/span> not <\/span>missing out on<\/span> the products you need while we solve your logging<\/span> in<\/span> problem<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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I\u2019m having payment issues, what do I do? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Give us a call on 0114 245 5400 if <\/span>you\u2019re<\/span> trying to pay for an order and having trouble. Whether the payment won\u2019t go through, or you believe it has been taken more than once, we can look into it for you and get to the bottom of the issue to ensure you can get the products you need in a timely manner, <\/span>at the price you expected<\/span> to pay<\/span>!<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Am I able to pay over the phone for my order? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, some of our customers prefer to <\/span>submit<\/span> their order online but call us on the phone to <\/span>m<\/span>ake<\/span> a<\/span> payment, and <\/span>we\u2019re<\/span> happy for you to do this! Your order <\/span>won\u2019t<\/span> be dispatched until it has been paid for, so just give us a call once <\/span>you\u2019ve<\/span> submitted<\/span> your order and received the pro forma invoice by email, and <\/span>one of our customer service team will be happy to take payment<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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My business has moved, how can I change my delivery address? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Simply log into your account and use the My Account menu to navigate to \u2018Delivery Addresses\u2019. Here, you can edit, remove and add new delivery addresses.<\/span> (For invoice address changes, please give us a call on 0114 245 5400.)<\/span><\/p>

If an order has been dispatched to an incorrect address, please get in touch with us as soon as you realise and, where possible, we will contact our courier to find your parcel and reroute it to your new address.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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My business has more than one site, can I add additional delivery addresses? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, you can add as many different addresses to your account as you need, so that orders can be delivered to <\/span>your various sites. Log into your account and navigate to \u2018Delivery Addresses\u2019<\/span> where you can \u2018Add a new address\u2019 along with the relevant contact details for each site.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Where can I find my downloaded specifications in my account? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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When you log into your account, you can click the My Account menu and below Product Specification <\/span>choose<\/span> \u2018Downloaded Specification\u2019 to find <\/span>all of<\/span> the <\/span>new and updated specifications for products that you have previously downloaded. They will be listed in alphabetical order by the product code, but you can <\/span>use CTRL + F on desktop, or <\/span>\u2018Find in page\u2019 on mobile,<\/span> to<\/span> search<\/span> for the specific product you need.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Our Products<\/h4>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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How can I find out about new products? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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The easiest way to stay up to date about our newest products is to click the New Products button on our homepage and bookmark this page: <\/span>https:\/\/www.keylink.org\/new-products<\/span><\/a>.\u00a0<\/span>\u00a0<\/span><\/p>

You can also sign up for our email newsletter here: <\/span>https:\/\/mailchi.mp\/b295279df1c4\/keylink-ltd<\/span><\/a>\u00a0<\/span><\/p>

And don\u2019t forget to follow us on social media!<\/span>\u00a0<\/span><\/p>