EXCHANGE & REFUND POLICY

EXCHANGE & REFUND POLICY

Please check your selections and personalisation details carefully. We do not offer refunds or exchanges on personalised or custom-made items for change of mind or incorrect details supplied by you.

Faulty or incorrect items

If your item arrives faulty, damaged or different from your order, please email contact@thekeepsakequeen.com with your order number, a description and photos of the issue as soon as possible.

We’ll assess the issue and arrange a repair, replacement or refund as required under Australian Consumer Law. Reasonable return postage costs will be reimbursed for confirmed faulty items.

Approved refunds may take 5–7 business days to appear in your account.

This policy does not affect your rights under Australian Consumer Law.

For all refund and exchange enquiries, email contact@thekeepsakequeen.com.

Change of mind

For change-of-mind returns on non-personalised items, customers pay return postage and a fee of 13% of the item’s price. This fee does not apply to remedies under Australian Consumer Law.

Sale and clearance items cannot be returned for change of mind.