Frequently Asked Questions
Ordering & Payment
How do I place an order?
Simply browse our collection, select your items, and proceed through checkout. You can order as a guest or create an account on keepsakekin.com for faster future purchases.
What payment methods do you accept?
We accept all major credit cards, debit cards, PayPal, and Afterpay. All payments are processed securely through encrypted systems.
Can I modify my order after placing it?
Contact us immediately through keepsakekin.com if you need to modify your order. We can only make changes before orders enter the shipping process.
Shipping & Delivery
How long does delivery take?
Standard delivery takes 2-5 business days. Express delivery takes 1-2 business days. Rural deliveries may take additional 2-3 days.
Do you ship internationally?
Currently, we only ship within New Zealand. For international inquiries, please contact us through keepsakekin.com.
How can I track my order?
Once your order ships, you’ll receive a tracking number via email. You can also track your order by logging into your account on keepsakekin.com.
Returns & Exchanges
What is your returns policy?
We offer 30-day returns on full-priced items in original condition. Sale items can be returned for store credit within 14 days.
How do I return an item?
Start your return through your account on keepsakekin.com. Complete the returns form, print your label, and drop at any NZ Post location.
How long do refunds take?
Refunds process within 5 business days of receiving your return. Please allow additional 3-5 days for your bank to process the refund.
Products & Sizing
How do I choose the right size?
Each product page includes detailed size charts and measurements. We recommend measuring yourself and comparing to our size guide.
Are your products true to size?
Most customers find our products true to size. Check customer reviews on each product page for specific fit feedback from other shoppers.
What materials are used in your products?
We use high-quality, sustainable materials. Detailed material composition is listed on each product page on keepsakekin.com.
Care & Maintenance
How should I care for my products?
Care instructions are provided on each product’s label and product page. Following these instructions will maintain product quality and longevity.
Can I machine wash your products?
Most of our products are machine washable. Specific care instructions vary by product type and are clearly indicated on product pages.
Account Management
How do I reset my password?
Click “Forgot Password” on the login page and enter your email address. You’ll receive password reset instructions within minutes.
Can I update my account information?
Yes, you can update your personal information, shipping addresses, and communication preferences by logging into your account on keepsakekin.com.
Technical Support
The website isn’t working properly.
Try clearing your browser cache and cookies, or use a different browser. Ensure your internet connection is stable and JavaScript is enabled.
I’m having trouble checking out.
Verify that all required fields are completed and your payment information is correct. Try using a different payment method if issues continue.
Company Information
Where are your products made?
Our products are manufactured in facilities that meet our strict quality and ethical standards. Learn more about our manufacturing on keepsakekin.com.
What is your sustainability policy?
We’re committed to sustainable practices throughout our supply chain. Detailed information is available on keepsakekin.com.
Gift Cards
Do you offer gift cards?
Yes, digital gift cards are available in various denominations and never expire. Purchase them through keepsakekin.com.
Can I return items purchased with a gift card?
Yes, items purchased with gift cards can be returned for store credit to your account on keepsakekin.com.
Contact Information
How can I contact customer service?
Use our contact form on keepsakekin.com for the fastest response. Our team typically replies within 2 hours during business hours.
What are your customer service hours?
Our customer service team is available Monday through Friday, 8:30 AM to 5:00 PM NZT.
For questions not covered here, please visit our complete help center on keepsakekin.com or contact us through our online form.