Refund policy

At Keepsies., we want you to be completely happy with your purchase. Please read our returns and refunds policy carefully before ordering, especially for personalised or made-to-order items.

1. General Returns

  • You have the right to cancel and return non-personalised items within 14 days of receiving your order for a refund, as per UK consumer law.

  • To be eligible for a return, items must be unused, in their original condition, and in original packaging.

  • You are responsible for the return postage costs unless the item is faulty or damaged.

2. Personalised or Made-to-Order Items

  • All personalised or made-to-order items are customised specifically for you and cannot usually be returned unless there is a fault or error in the product.

  • If your item is faulty, damaged, or incorrect, please contact us within 14 days of receiving your order with evidence (photos, description, order number).

3. Faulty or Damaged Items

  • If you receive a faulty or damaged item, we will offer a replacement, repair, or full refund.

  • Please notify us as soon as possible, including photos and a description of the issue.

  • Faulty items should be returned to us promptly, using tracked postage if possible.

4. Refunds

  • Refunds will be processed using the same payment method as the original purchase.

  • Once your return is received and inspected, we aim to issue your refund within 14 days.

  • Shipping costs (unless the item is faulty) are non-refundable.

5. How to Return an Item

  1. Contact us at hello@keepsiesstore.com with your order number and reason for return.

  2. Pack the item securely and send it to:
    Keepsies., 15 Gee Lane, M30 8WH

  3. Use a tracked shipping service if possible, as we are not responsible for lost returns.

6. Exceptions

  • Custom, personalised, or made-to-order products cannot be exchanged or returned unless faulty.

  • Digital downloads or files are non-refundable once downloaded.