Digital Delivery Policy
Electronic delivery only
Products described as digital are supplied electronically. No physical box, disc, card or parcel is shipped.
Where your order is sent
Use an email address you can access at checkout. The order confirmation and, as applicable, the licence information, download or redemption route, and activation instructions are sent to that address.
Processing and delivery timing
Delivery begins only after the order has been accepted and any payment, fraud-prevention or manual security review has been completed. MarelKeys does not promise instant delivery unless a specific product or offer expressly gives a supported timeframe. At present, a single guaranteed store-wide delivery time has not been verified, so customers with a time-critical requirement should contact support before ordering.
If the email does not arrive
- Check the spam, junk, promotions and quarantine folders for the email address used at checkout.
- Confirm that the address in the order confirmation is correct.
- Allow for any review or processing notice shown after checkout.
- Email support@marelkeys.com with the order number and product name, or call +44 7848 112802.
Incorrect email address
Contact support as soon as possible with the order number, the incorrect address and the correct address. We may need to verify the purchaser before changing delivery information. We cannot guarantee that an already-supplied code or access link can be recalled.
Activation and support
Follow the supplied publisher download or redemption route and the activation instructions for the exact edition purchased. If activation fails, do not repeatedly redeem the code or expose it publicly. Send the exact error message and a screenshot that hides the full code.
Consent to early digital supply
Where applicable, the product form asks for express consent to digital supply beginning before the cancellation period ends and acknowledgement that the withdrawal right is lost once supply begins. This does not remove statutory rights where digital content is faulty, not as described or otherwise non-conforming.