returns & refunds

we want you to be happy with what you kept.

if something isn’t right with your order, contact us at hello@keptit.co and we’ll help.

return window

return requests must be made within 30 days of delivery.

to be eligible for a return, the item must be:

unused
in its original condition
in its original packaging
accompanied by proof of purchase

items that have already been assembled, cut, used or altered may not be eligible for return unless they arrived damaged or defective.

starting a return

before returning anything, contact:

hello@keptit.co

please include:

your order number
the reason for the return
photos if the item is damaged or defective

if your return is approved, we’ll provide instructions for the next step.

please do not send items back without contacting us first.

return shipping

unless the product arrived damaged, defective or incorrect, return shipping costs are the responsibility of the customer.

original shipping charges, where applicable, are not refundable.

damaged, defective or incorrect items

if we sent the wrong item, or if your order arrived damaged or defective, contact us as soon as possible.

please provide photos so we can review the issue quickly.

depending on the situation, we may offer:

a replacement
a partial refund
a full refund

we’ll choose the most appropriate resolution based on the issue.

refunds

once an approved return has been received and inspected, we’ll let you know whether the refund has been approved.

approved refunds are issued to the original payment method.

banks and payment providers may take additional time to process the refund after it has been issued.

cancellations

if you need to cancel your order, contact us as quickly as possible.

if the order has not yet entered fulfilment, we’ll try to cancel it.

once an order has been processed or dispatched, cancellation may no longer be possible.

non-returnable items

the following may not be eligible for return:

used or assembled keepsakes
items that have been cut, modified or damaged after delivery
items returned outside the return window
items returned without prior approval
gift cards, if offered

this does not affect any rights you may have under applicable consumer law.

exchanges

if you received an incorrect or defective product, contact us at hello@keptit.co.

for change-of-mind purchases, the simplest option may be to return the eligible product and place a new order.

contact