Digital Delivery & Shipping Policy
EcoKeys supplies digitally delivered Microsoft software licences. No physical disc, USB drive, product card or boxed software is posted to you.
Once payment has been confirmed, your product information is normally delivered electronically to the email address used for your order within 5 minutes.
Last updated: 7 September 2026
EcoKeys software products are supplied electronically. Nothing is dispatched by Royal Mail, courier or another physical delivery service unless a product page specifically states otherwise.
Your Digital Order
Depending on the product purchased, your EcoKeys delivery will contain the information required to install and activate your software.
From Order to Digital Delivery
When Will I Receive My Order?
Under normal circumstances, EcoKeys digital orders are delivered to the email address used for the order within 5 minutes after payment has been confirmed.
The delivery timescale begins when payment is confirmed, not when an unpaid order is first submitted.
Occasionally an Order May Require Review
Most orders proceed to digital delivery as soon as payment has been confirmed. Occasionally, an order may require an additional payment, security or order review before the digital product is released.
If further information is required, EcoKeys will contact you using the email address provided with your order. These checks help protect customers and EcoKeys against payment errors, fraud and unauthorised transactions.
Your Licence Is Delivered by Email
Your software licence or product key and the relevant installation information are delivered to the email address registered with your order.
Please make sure the email address supplied during checkout is correct, accessible and able to receive messages from EcoKeys.
Because EcoKeys products are delivered digitally, there is no physical shipping or postal delivery charge. Nothing will be sent to your address by Royal Mail, courier or another delivery company.
Viewing Your Order Information
If you placed your order while signed into an EcoKeys account, the order record can be viewed from the My Account area of the website.
Your software licence or product key is currently delivered by email and is not available for retrieval from your EcoKeys account page. Please keep your product email and licence information in a safe place.
What If My Product Email Has Not Arrived?
If payment has been confirmed and more than 5 minutes have passed but you cannot see your product email, please:
- Check your main inbox.
- Check your spam and junk folders.
- Check promotions or other filtered folders.
- Confirm that payment has been completed and confirmed.
- Make sure you are checking the email address used when placing the order.
If the email still cannot be located, use EcoKeys Rapid Support and provide your order number so our team can investigate the delivery.
Your software is delivered electronically, so it is important that the email address entered with your order is correct and accessible. If you believe an incorrect email address was used, contact EcoKeys through Rapid Support as soon as possible.
If There Is a Delivery Problem
Digital delivery is made to the email address provided with the order. Customers are responsible for providing a correct and accessible email address.
If an order email cannot be located after payment has been confirmed, EcoKeys will investigate the delivery and resend the relevant information where appropriate.
The Company Operating EcoKeys
EcoKeys is operated by GEM TECHNOLOGY UK LIMITED, a company registered in England and Wales.
Can't Find Your EcoKeys Order?
If payment has been confirmed and your digital product email has not arrived, use Rapid Support with your order number and we will investigate the delivery.
Open Rapid Support ›If you cannot use Rapid Support: [email protected]
