Return & Shipping Policy

Shipping Policy

At Keep Sake Print, we are committed to delivering your personalised keepsakes safely and efficiently. Every order is carefully crafted, quality-checked and packaged to ensure it arrives in perfect condition.

Order Processing

All products are custom-made to order. Once your order is placed and payment has been successfully processed, our production team begins creating your personalised keepsake.

• Standard production time: 3–7 business days

• Custom or bulk orders may require additional processing time

• Orders are processed Monday through Friday, excluding public holidays

Please note that production times may vary during peak seasons, promotional events and holidays.

Shipping Timeframes

Estimated delivery times vary depending on your location:

• New Zealand: 2–7 business days

• Australia: 5–10 business days

• International Orders: 7–21 business days

These timeframes are estimates only and may be affected by customs processing, carrier delays, weather conditions or other unforeseen circumstances.

Shipping Confirmation & Tracking

Once your order has been shipped, you will receive a confirmation email containing tracking information (where available) so you can monitor your package's progress.

Shipping Address Accuracy

Customers are responsible for providing accurate shipping information. Keep Sake Print cannot be held responsible for delays or lost packages resulting from incorrect or incomplete shipping addresses provided during checkout.

International Shipping

International customers may be responsible for customs duties, import taxes, and other fees imposed by their local authorities. These charges are the responsibility of the customer and are not included in the product or shipping costs.

Return Policy

Personalised Products

Because every Keep Sake Print product is custom-made and personalised specifically for each customer, we generally do not accept returns or offer refunds for:

• Change of mind

• Incorrect product selection

• Customer-uploaded image quality issues

• Spelling errors provided by the customer

• Incorrect shipping information supplied during checkout

We encourage customers to carefully review all customisation details before placing an order.

Damaged or Defective Products

Your satisfaction is important to us. If your order arrives damaged, defective, or contains a manufacturing error, please contact us within 7 days of receiving your order.

To help us resolve the issue quickly, please provide:

• Your order number

• A description of the issue

• Clear photographs showing the damage or defect

Once reviewed, we may offer:

• A replacement product

• A store credit

• A refund, where applicable

The resolution provided will depend on the nature of the issue and our assessment of the claim.

Incorrect Orders

If you receive a product that differs from what you ordered due to an error on our part, please contact our support team immediately. We will work with you to correct the issue as quickly as possible.

Cancellation Policy

Orders may only be cancelled before production begins. Once a personalised item has entered the production process, cancellation requests may no longer be possible.

If you need to make changes or cancel an order, please contact us as soon as possible after placing it.

Refund Policy

Approved refunds will be processed using the original payment method whenever possible.

Please allow:

• 5–10 business days for refund processing

• Additional time depending on your bank or payment provider

Shipping charges are generally non-refundable unless the return is due to an error made by Keep Sake Print.

Contact Us

If you have any questions regarding our Return & Shipping Policy, please contact us:

Keep Sake Print

📞 Phone: +64 21 123 7328

✉️ Email: support@keepsakeprint.com

Our customer support team is always happy to assist you and ensure you have the best possible experience with Keep Sake Print.

Thank you for choosing Keep Sake Print. We appreciate your trust and look forward to helping you preserve your most cherished memories.