Refund policy

60-Day Promise

You have 60 days from delivery to contact us about your order at hello@smallkeep.com.

 

Damaged or faulty items: if your charm arrives damaged or faulty, email us a photo within 60 days of delivery. We will send a free replacement or give you a full refund. You do not need to return the item.

 

Change of mind: unused items in their original packaging can be returned within 60 days of delivery for a refund of the item price. Return shipping is paid by the customer. Email us first and we will send you the return address. Please do not send items back without contacting us.

 

Charms that have been opened and filled with fur cannot be returned for change of mind, because they are personal. They are still covered if they are damaged or faulty.

 

Lost parcels: if your tracking has not updated or your order has not arrived 30 days after it shipped, contact us and we will resend it or refund you.

 

Refunds are sent to your original payment method within 5 to 10 business days after approval. Nothing in this policy limits your rights under the Australian Consumer Law.