REFUND POLICY
RETURNS
Our returns window is 14 days for Keko-Studio.com orders.
Returns beyond this period are only accepted in exceptional circumstances, please contact our customer care team for details.
Our returns window is 14 days, including the time your package takes to reach us. We recommend making your return within 7 days to ensure the fastest possible processing time.
All returns must be unworn and in their original packaging, condition and with all tags attached.
We do not issue refunds for items that have clear signs of wear, have been returned outside the returns period, or are without their original tags.
If you refuse or otherwise fail to take delivery of your order, it will be returned to our warehouse. You will not be able to track this unexpected return. A member of our Customer Care team will be in touch to arrange a refund or resend.
To return an order you need to request a return/refund, once you have been accepted for refund, Please follow the step by step instructions.
We regret we cannot arrange exchanges at present.
HOW TO RETURN
We hope every Keko Studio purchase satisfies and makes you feel amazing with your purchase but are pleased to accept valid returns via our simple process.
Items should be returned in the original packaging, if tags have been removed we will be unable to process a refund. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 7 days to return the items.
Preparing Your Return Please return items in the original packaging and garment bag, sealable, and waterproof packaging, with all tags attached and unworn.
1. Email us at info@keko-studio.com -You will need your order number (you can find on your order number within your confirmation email), the email address used to place the order and either the last four digits of your mobile number, or your postcode to log in (international customers do not require a postcode).
2. Please tell us which items and reason for return via email. Please fill in in detail- as a small independent company this is greatly appreciated to understand customer feedback.
3. We will receive your request for return by email, once this has been approved you will be given options for postage though our website at a set price, any charges will be deducted from your refund.
4. You can arrange to take it to the DPD drop off courier shop local to you.
5. To do this you Print your label, attach it to the packaging and return it to us -this will always be tracked and signed for.
6. You'll get an email once we receive your returned item, but please allow up to 14 working days from receipt of this email to allow our warehouse to process your refund.
7. Returns are fully tracked so you can check the status.
8. If you need to return another item from the same order at a later date, then please follow the above steps again.
We are here to help, so please contact our Customer Care team if you require any assistance.
Please Note: We are unable to offer a postage slip for for customers outside the UK.
UK RETURNS
UK mainland returns are charged at £4 via DPD
Unfortunately as we are a new independent company we don’t offer free postage returns. Return postage though our website at a set price to help cover costs here.
Please use the set price -we cant accept a return posted to us using another service or your own postage within the UK.
Please email info@keko-studio.com to create a return.
Our returns window is 14 days, including the time your package takes to reach us. We recommend making your return within 7 days to ensure the fastest possible processing time.
NORTHERN IRELAND AND CHANNEL ISLANDS RETURNS
Please get in touch by email to info@keko-studio.com to create a request to return your item/s.
We are unable to offer a postage slip for for customers outside the UK.
We are here to help, so please contact our Customer Care team if you require any assistance or advice on return before you purchase as an international customer.
INTERNATIONAL RETURNS
Please get in touch by email to info@keko-studio.com to create a request to return your item/s.
We are unable to offer a postage slip for for customers outside the UK.
We are here to help, so please contact our Customer Care team if you require any assistance or advice on return before you purchase as an international customer
RETURNS CHARGES
UK: £4 DPD drop off
This is deducted from your refund once processed.
For all international customers outside the UK we are not able to currently arrange a postage slip.
Customers sending items back to the UK are responsible for returning your items back to us, we suggest you use a tracked service so you can ensure the item gets back to us safely so we can process your return.
EXCHANGES
We currently do not offer returns for credit or an exchange.
FAULTY/DAMAGED ITEMS
Please contact us by email so our customer care can help - please send details and photographs of the product fault.
WHAT COURIERS DO YOU USE FOR RETURNS?
UK: DPD - drop off at your local DPD store
CANCELLING AN ORDER
KEKO STUDIOS Limited (“Keko Studios”)
Returns, Exchange and Cancellation Policy (“Returns Policy”).
You have a legal right to cancel a Contract (under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013) within 14 days of receipt by you of the Product (“Relevant Period”). Accordingly, during the Relevant Period, if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us, by email (or through our returns portal), of your decision to cancel the Contract and, provided you return the Product to us within 28 days of receipt you will receive a refund.
Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office. However, this cancellation right does not apply in the case of any Products made to your specification or clearly personalised. If you cancel a Contract you must return the Products to us within 28 days of receipt and you will be responsible for the costs of returning the Products.
Once the Products have been returned and received by us, and provided they are still in their original condition, are unused and with all tags still attached, we will refund the price you have paid for the Products less the return postage cost, Please allow 14 days for us to process this. The cost of a return is a set price postage -please visit our returns policy for details.
This Returns Policy together with our General Terms and Payment and Delivery Policy (“General Terms”) contains the terms that govern the use of the Site and the orders you place and Products you purchase.
Any defined terms used in this Returns Policy will have the meaning given to them herein or in the General Terms and other policies.
Please contact our customer care team by emailing to cancel an order or if you have any further questions.