Refund policy

Returns

We want every piece to delight you. Ready-made pieces can be returned within 30 days of delivery if they are unused, undamaged and in their original packaging.

To start a return, write to us at kept.below@gmail.com with your order number. We’ll send you instructions for sending the piece back. Items returned without contacting us first can’t be accepted.

Exceptions

We can’t accept returns on commissioned or personalised pieces (made with your own flowers, keepsakes, names or dates), because they are made specifically for you — unless the piece is faulty or damaged.

Return shipping

Return shipping is paid by the buyer. If what you received is damaged or not what you ordered, we cover the return shipping.

Damaged or faulty pieces

Please check your order as soon as it arrives. If a piece is damaged, faulty or not what you ordered, contact us within 7 days with photos — we’ll offer a repair, a replacement or a refund.

Refunds

Once your return arrives and has been checked, we’ll let you know the outcome. An approved refund goes back to your original payment method within 10 business days. How soon it appears depends on your bank or card issuer.

Exchanges

The fastest way to exchange is to return the piece you have and place a new order.

Contact

Questions about returns? Write to us: kept.below@gmail.com