Shipping & Delivery Policy

1. How we deliver

Every product we sell is digital. There is no parcel, no courier and no waiting for post. Once your payment has been confirmed we supply your licence in one of two ways, and the product page tells you which applies before you buy.

Licence key

For most products — including Microsoft Windows and Office perpetual licences and antivirus products — our system issues a licence key and emails it to the address you entered at checkout. You enter the code to activate the software.

Licence assignment

Some publishers no longer issue transferable keys. For Autodesk and Microsoft 365 products in particular, we instead assign the licence or seat directly to your own account with the publisher, using the email address you give us. No code is issued. Once the assignment is processed, the entitlement appears in your publisher account and you download the software and sign in from there.

A licence key is also stored against your order, so you can retrieve it at any time by signing in and going to My Account → Orders. We recommend creating an account at checkout for exactly this reason — it means you are never dependent on a single email. An assigned licence does not appear there, because there is no code to store: it lives in your own publisher account, and your order page records which account it was assigned to.

2. Delivery times

Delivery times run from the moment payment is confirmed, not from the moment you place the order. Payments made outside business hours are still processed automatically, so most out‑of‑hours orders are delivered within the same hour.

3. Delivery costs

Digital delivery is free of charge. We do not add a delivery fee, handling fee, processing fee or service charge to any digital order, and there is no minimum order value. The price shown on the product page is the price you pay.

We sell digital licences only. Nothing is ever posted, so no delivery charge, customs duty, import VAT or carrier fee can arise on any order, wherever in the world you are.

4. What you receive

Whichever way your licence is supplied, you receive a delivery email. For a licence key it contains:

• your licence key, activation code or redemption link;
• a link to the official publisher download for the software, where one is required;
• step‑by‑step activation instructions for your product;
• your order number and a link to your order in My Account;
• your invoice, issued by ESEO SERVICES LTD, attached as a PDF.

For an assigned licence it contains confirmation that the licence has been assigned, the publisher account email it was assigned to, the licence term and seat count, instructions for signing in to your publisher account to download the software, your order number and your invoice. There is no code to enter, because the entitlement is already attached to your account.

We always link to the publisher’s own download servers rather than hosting installers ourselves, so that you receive genuine, current, unmodified software.

5. When delivery is complete

For a licence key, delivery is complete at the moment we send the key to the email address you gave at checkout. For an assigned licence, delivery is complete when the publisher has processed the assignment to your account and we have emailed you confirmation. We keep a delivery record for every order — the timestamp, the recipient address, and the key issued or the account the licence was assigned to — and we can provide it to you on request.

Please note that once the key has been sent, or the licence assigned, the statutory 14‑day cancellation right for digital content no longer applies, because you asked us to supply it immediately. This is explained fully in our Returns, Cancellations & Refunds Policy.

6. Orders held for verification

Digital licence keys are a common target for card fraud. To protect genuine customers, a small proportion of orders are held for a short manual check before the key is released — for example where the billing and account details do not match, or where an order pattern is unusual.

If your order is held we will email you within a few hours to explain, and we may ask you to confirm something simple such as replying from the email address on the order. Checks are normally resolved the same working day. If we cannot verify an order we cancel it and refund you in full — you are never left out of pocket. More detail is in section 17 of our Terms of Sale.

7. If your key has not arrived

If more than an hour has passed and nothing has arrived, please work through these steps — they resolve the great majority of cases in a couple of minutes.

1. Check your spam, junk and promotions folders. Automated emails containing licence keys are sometimes filtered.
2. Search your mailbox for “KeyForrest” rather than scrolling, in case the message was filed automatically.
3. Sign in and open My Account → Orders. If the key is shown there, delivery has succeeded and only the email is missing.
4. For an assigned licence, sign in to your publisher account — your Autodesk Account or Microsoft 365 admin centre — and check whether the licence is already showing. Assignments frequently land before our confirmation email does.
5. Check whether you were emailed about verification — see section 6.
6. Add [email protected] to your safe senders list and then contact us to re‑send.

If none of that works, email [email protected] with your order number. We re‑send free of charge, normally within one working day, and we can send to an alternative address if your mail provider is rejecting ours.

8. Wrong email address

Please double‑check your email address at checkout. If you notice a mistake, tell us straight away and we will correct it and re‑send at no cost. We will not treat an order as delivered where the address you gave was mistyped and you have told us promptly.

We cannot recover a key sent to an address belonging to someone else, so a quick check before you pay is worth the few seconds it takes.

For an assigned licence this matters even more, because the licence attaches to whichever publisher account we submit it to. If you spot a mistake before the publisher has processed the assignment we can normally redirect it at no cost. Once another account has accepted the licence, the publisher controls it and we may be unable to reclaim it. If in doubt, email us as soon as you have ordered and we will hold the assignment until you confirm the address.

9. Where we deliver and regional restrictions

Because delivery is electronic, we can supply customers anywhere we are lawfully able to trade. Orders are invoiced by ESEO SERVICES LTD in pounds sterling.

Some licences carry regional restrictions imposed by the publisher — for example a licence that can only be activated within the United Kingdom, the European Economic Area, or a specific country. Where a restriction applies it is stated clearly on the product page and it forms part of the product description. Please check it before ordering, and ask us if anything is unclear. We cannot refund a key that was activated outside its stated region where the restriction was clearly disclosed, although we will always help you find the right edition.

We do not supply to any country or person subject to UK sanctions or export controls that would prohibit the sale.

10. Subscription renewals

For subscription products, a renewal licence or continuation of your existing licence is issued automatically when each renewal payment is taken, and delivered to the same email address. We send a reminder before each renewal so that nothing is a surprise. You can cancel at any time from My Account → Subscriptions.

11. Late or failed delivery: your rights

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, we must deliver without undue delay and in any event within 30 days of the contract, unless we agree otherwise with you.

If we miss the delivery time and delivery within that period was essential — for example you told us before ordering that you needed the licence for a specific date — you may treat the contract as at an end immediately and receive a full refund. Otherwise you may set a new, reasonable deadline, and if we miss that too you may cancel and receive a full refund. In either case the refund is made without undue delay and within 14 days.

Nothing in this policy affects your statutory rights.

12. How to contact us

Delivery questions are our fastest queue. If something has not arrived, email us and we will look at your order directly rather than sending you a template reply.