Refund policy

We offer a 30-day return period. You may request a return within 30 days of receiving your item.

To be eligible for a return, the item must be in the same condition in which you received it, unworn and unused, with its original tags and in its original packaging. You will also need the receipt or other proof of purchase.

To start a return, contact us at info@mykeepsake.cz. Returns must be sent to: My Keepsake, Palackého 719/7, 110 00 Prague 1, Czech Republic.

If your return is accepted, we will send instructions on how and where to send your package and, where applicable, a return shipping label. Items sent back without first requesting a return will not be accepted.

Damage and problems

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or incorrect so that we can assess the issue and make it right.

Exceptions and non-returnable items

Certain items cannot be returned, including perishable goods, custom-made or personalised products and personal-care products. We also do not accept hazardous materials, flammable liquids or gases. Contact us if you have questions about a specific item.

Sale items and gift cards cannot be returned.

Exchanges

The fastest way to exchange an item is to return the item you have and, once the return is accepted, place a separate order for the replacement.

14-day European Union cooling-off period

If the goods are delivered within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition in which you received it, unworn and unused, with its original tags and packaging. You will also need the receipt or proof of purchase.

Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved. If approved, it will be issued automatically to your original payment method within 10 business days. Your bank or card issuer may need additional time to process and post the refund.

If more than 15 business days have passed since approval, contact us at info@mykeepsake.cz.