Delivery Policy
Everything we sell is a code. There is nothing to ship, nothing to wait for in the post, and no delivery address to get wrong.
Last updated: 10 August 2026.
How delivery works
Your key appears on the order confirmation screen as soon as your payment clears, and we send it to the email address on your order at the same time. It also stays in your account, so you can come back to it later.
Delivery is automatic. Nobody has to be at a desk for it to happen, which is why it does not depend on our support hours.
How long it takes
Normally under a minute from the moment the payment clears.
A small share of orders is held for a manual fraud check. This protects you as much as us: chargebacks are what force other shops to cancel keys that have already been delivered. Held orders are released within two hours during support hours, which are 9am to 6pm UK time, Monday to Friday.
If it has not arrived
Check your spam folder first, and check the email address on your order.
If an order has not been delivered within 24 hours it is cancelled and refunded in full, automatically. You do not have to ask, and you do not have to prove anything.
If you would rather have the key than the refund, write to us before that and we will try to sort it out.
Finding your key again
Signed-in customers can find every key under My account → Orders, for as long as the account exists. If you ordered without an account, the confirmation email is your copy: keep it.
If your email address was wrong
We send to the address on the order. If it was mistyped, the key is still in your account if you have one, and we can resend it to a corrected address once we are satisfied the order is yours.
What we cannot control
We cannot control your email provider. A key can be delayed or filtered by spam rules that have nothing to do with us. That is why the key is on the confirmation screen and in your account as well: email is a convenience, not the only copy.
Questions
Write to info@obsidiankeys.com or use our Contact us page. If your message is about an order, include the order number.
See also our Refund & Returns Policy and Terms & Conditions.