Frequently Asked Questions (FAQ)

No, you can place an order as a guest.

We currently accept Visa and Mastercard, as well as payments made through Klarna.

You can enter your coupon code during checkout before completing payment.

Your order is confirmed once you receive an order confirmation email after successful payment.

Please contact us immediately at hello@thekeepers.shop. Changes are only possible before the order is processed.

No. Custom-made products cannot be changed, cancelled or returned.

You will receive tracking information by email once your order is dispatched.

Shipping times depend on product availability and whether the item is shipped by us or directly from the manufacturer. You will receive details specific to your order once it’s been processed.

We currently ship within the EU and to the UK.

Estimated delivery times are shown on product pages.

You may be charged for re-delivery if the address provided is incorrect.

Contact us immediately at hello@thekeepers.shop with your order details.

Delivery times may vary. If delays occur, we will inform you as soon as possible.

Please contact us at hello@thekeepers.shop for B2B and custom inquiries.

All prices are shown in EUR and include VAT.

Additional taxes or customs duties may apply depending on your delivery location. For detailed shipping costs, destinations, and delivery conditions, please refer to our Shipping page.

Some products are in stock, while others are made to order or produced by manufacturers upon request.

Yes. Minor variations may occur due to materials, craftsmanship, and screen differences.

Care instructions are provided on product pages or upon request.

Yes. All products include a minimum 2-year legal warranty, in accordance with Slovenian law.

Yes. You may return any non-custom/not personalised items within 14 days of receiving your delivery if they are unused, in the same condition as received, and returned in their original packaging.

The costs of return shipping are covered by us. Original shipping costs are non-refundable.

Refunds are issued after returned items are received and inspected. Custom-made products cannot be returned. For detailed returns, refunds & complaints, please refer to our Returns page.

Send your complaint to hello@thekeepers.shop with your order details.

We aim to respond as quickly as possible and resolve issues promptly.