Returns

Returns and refunds

Personalised items

Every Keepslet piece is engraved after you order it, with the name you chose. Under EU consumer law, goods made to a customer's specification are excluded from the 14-day right of withdrawal (Consumer Rights Directive 2011/83/EU, Article 16(c)).

In plain terms: we can't accept a return simply because you changed your mind, because the piece can't be sold to anyone else.

Please check your spelling carefully before you order. We engrave exactly what you type, and we ask you to confirm it in your bag before you check out.

Changing or cancelling an order

Engraving starts soon after you order. If you need to change the engraving or cancel, email us straight away with your order number. We can only help if engraving has not started yet, and we cannot guarantee it.

What is always covered

That exclusion covers change of mind. It does not cover anything going wrong. We will remake or refund, at no cost to you, if:

• the engraving does not match what you ordered
• the item arrives damaged or faulty
• you received the wrong item
• the parcel is lost in transit to a correct address

A spelling mistake in the text you entered yourself is not a fault. You also keep your full statutory guarantee of two years against defects. Nothing on this page reduces that.

How to reach us

Email us within 30 days of delivery with your order number and, if it's a fault or an engraving error, a photo. We will tell you within two working days what happens next. Please do not send anything back before we reply.

Refunds

Where a refund applies, it goes back to the payment method you used, within 14 days of us agreeing to it.