Refund policy

Returns & Refunds Policy

Each item at Keep-Studio is individually made to order, often customised to your specifications. Because of this, our products fall under the category of “goods made to the consumer’s specifications or clearly personalised” as defined in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Made-to-Order Items

Once an order has been placed, work usually begins shortly afterwards.
For this reason, we are unable to accept returns, exchanges, or cancellations once production has started, unless the item is faulty or not as described.

If you change your mind, please contact us within 24 hours of placing your order and we will do our best to accommodate any changes or a cancellation before work begins.

We encourage customers to check all order details carefully before confirming. If you would like to see examples of leather or thread colours prior to ordering, this can be arranged.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible with photos and details.
In line with the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund.
We will arrange this promptly and at no cost to you.

Repairs for Life

We stand by the quality of our craftsmanship and offer free repairs for life on all our products. Normal wear and tear, accidental damage, or misuse may not be covered, but we will always do our best to repair or restore items wherever possible.

If your return is accepted, we’ll send you  instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at rachel.keepstudio@gmail.com. 

Unfortunately, we cannot accept returns on sale items or gift cards.