Refund policy
Refund policy
If something isn't right with your order, tell us. We'll make it right.
All sales are final
We don't accept returns or give refunds if you change your mind. Please check the product details before you order.
Damaged, faulty or wrong item
Email us within 7 days of delivery with a photo of the item and its packaging. We'll send a replacement or give you a full refund, including shipping. In most cases, you won't need to send the item back.
Order never arrived
Contact us if tracking shows no movement for 14 days, or if the estimated delivery window has passed without delivery. We'll resend your order or refund it in full. You don't need to chase the carrier yourself.
What isn't covered
- Items damaged through use rather than in transit
- Items sent back without contacting us first (please email us before sending anything)
Cancellations
You can cancel for a full refund any time before your order ships, which is usually within the first 24 hours. Once the parcel is with the carrier, we can't recall it.
How refunds are issued
Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to show it.
How to report a problem
Email kittykeeps@gmail.com with your order number and what went wrong. We'll reply with the next steps, usually within one business day.