Refund policy

Personalised items.
Every Keepslet piece (necklace or bracelet) 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 (Directive 2011/83/EU, Article 16(c)). We therefore cannot accept returns for a change of mind.

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.

Your spelling.
We engrave exactly what you type, and you confirm the spelling before you order. A spelling mistake in the text you entered is not a fault, so it is not covered.

Always covered.
We remake it, at no cost to you, if the engraving does not match your order, the item arrives damaged or faulty, you received the wrong item, or the parcel is lost in transit to a correct address. If we cannot remake it, we refund you. Your two-year statutory guarantee against defects applies in full.

Normal wear.
Plated jewellery wears with use. Fading from water, perfume or daily wear is not a defect. See our Materials & Care page.

How to claim
Email us within 30 days of delivery with your order number and a photo. We reply within two working days. Please do not send anything back before we reply.

Refunds.
If we agree to refund you, it goes back to your original payment method within 14 days.