Frequently asked questions

1. When will my order arrive?

It depends on where the item is dispatched from, and we show this on every product page. Items dispatched from the UK (our UK warehouse or UK suppliers) usually arrive within 1 to 7 working days. Items from our overseas warehouse typically take 5 to 9 working days, and oversized items 8 to 16 working days. These are estimates; weather, strikes or customs checks can add time.

2. Why has my kit arrived in several parcels?

Our kits are made up of items from different suppliers, so a kit normally arrives as 2 to 6 separate parcels, often on different days. Each parcel has its own tracking link, which we email you when it is dispatched. If the first parcel arrives on its own, the rest are on their way. If something has not arrived within the time shown for that item, email us and we will chase it.

3. Where do the items ship from?

Orders are fulfilled by our logistics partners. Most items are sent from a UK warehouse or directly from UK suppliers; some are sent from our overseas warehouse. The dispatch origin is shown on each product page before you order.

4. Do you deliver outside the UK, and what does delivery cost?

We deliver to UK addresses only. Delivery cost: Delivery is free on all UK orders.. Any delivery cost is shown at checkout before you pay.

5. Can I return something if I change my mind?

Yes. Our 30-day sleep-easy guarantee: you have 30 days from delivery to tell us you want to return it (the law gives you 14), and then 14 days to send the goods back, unused and in the original packaging. Items must be unused and in their original packaging. You pay the return postage unless the item is faulty. Please email us before posting anything, because the return address depends on the item. We refund to your original payment method within 14 days of receiving the return. Full details are in our Return and Refund Policy.

6. What if something arrives damaged, faulty or wrong?

Email us with your order number, a short description and a photo if you can. Faulty, damaged or incorrect items are returned free of charge and we will give you a full refund or a replacement, as you prefer. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery; after that you are entitled to a repair or replacement.

7. Can I return a hot water bottle or heated socks?

Unused and in the original packaging, yes. For hygiene reasons, hot water bottles, heated socks and similar personal-use items cannot be returned once they have been used, unless they are faulty.

8. Are the power banks, radios and torches safe?

Products containing lithium batteries come with safety notes, and the most important rule is simple: always follow the supplied instructions. Keep them away from heat, water and physical damage, use the supplied or recommended charging cable, do not leave them charging unattended, and keep them out of the reach of children. These products are not toys.

9. What do the kits contain, and what don't they?

Every kit page lists each item and why it is there: light, a radio for news when the internet is down, power for your phone, and warmth without electricity in the bigger kits. Our kits never contain blades, fuel, matches, medicines or food. You add water, the food you already eat and any medicines you need, and we tell you how much we suggest.

10. Why are the kits non-food?

Food, water and medicines go out of date quietly, and a kit full of expired tins is worse than useless on the night you need it. By leaving them out, you can add what you already eat and already use, keep it fresh, and swap it out when you check the kit. It also keeps the price down for the things that do not expire.

11. How should I store my kit, and how often should I check it?

Keep it somewhere dry, cool and easy to reach in the dark, and make sure everyone in the house knows where it is. Check it every 6 months: top up the power bank, test the torches and radio, replace batteries, and check the dates on the water, food and medicines you have added. The clocks changing in spring and autumn is an easy reminder.

12. Is The 72 Hour Kit connected to the Government or the emergency services?

No. We are an independent shop. We are not affiliated with, or endorsed by, the UK Government, the Met Office or any emergency service. The content on our site is general preparedness information, not emergency advice. In an emergency, call 999. For a power cut, call 105.

13. I can't find an item I want. Can you add it?

Tell us. Email info@the72hourkit.com with the item you are looking for. If we add it to the store, we will send you a 60% discount code for that item. One code per person per product, valid for 30 days, and not combinable with other offers.

14. How do I contact you?

Email info@the72hourkit.com (include your order number if it is about an order) or call +31 6 1398 8435 during our customer service hours: working days.

The 72 Hour Kit is operated by Living the Life B.V., Jacob Leendert van Rijweg 50, 2713 JA Zoetermeer, Netherlands.