EXCHANGE & REFUND POLICY

Please take care when selecting Personalised items and the information you select/provide us as there is no refund or exchange on these customised items.

Almost all of our products are custom made to your requirement, unfortunately we are unable to accept any refund or exchanges for change of mind or if the information provided or selected is wrong. Please be careful of your selections and details.

For change of mind on non-personalised items please note the shipping fee back is the customers responsibility plus a fee of 13% of the item's to cover refund fees as we are a small business and cannot cover refund fee's due to change of mind. 

 

We treat every order with absolute care and pack them with precision and ensure they leave The Keepsake Queen studio in perfect condition. However, in the unlikely case of an item being delivered faulty, we will happily provide you a replacement provided:

• You must notify us immediately within 72 hours of delivery time providing a description of the fault in your item/s along with pictures as proof and your invoice number
• Your claim of the faults have been reviewed and approved by our staff 

The customer is responsible for the RETURN shipping fees. We reserve the right to refuse returns if they don’t meet the conditions above.

We offer a 4 month warranty on our thermos bottles unless on clearance then it is voided. Please note all bottles are checked and in fine working condition, if the led reader stops working in this time frame we will send you out a new one.

Please note:

In the instance where a exchange can be offered, we will review and once approved by our staff and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account, so please be patient. However, if your refund has taken longer than this period, please contact us so we can investigate the cause of the delay.

Please take care when selecting our final sale/clearance items as there are strictly no exchanges or returns on sale items unless deemed faulty.

For all exchange and refund enquiries, please contact us via email at contact@thekeepsakequeen.com