FAQs

SHIPPING

How can I track my parcel?
All orders within Thailand are shipped via ‘Alpha Next Day’ for Bangkok, Nonthaburi, Pathumthani and Samutprakarn and the rest via EMS (Thailand Post).

What countries do you ship to?
KEEPS ships worldwide via Thailand Post. We offer 2 shipping options: EMS (Package) & Register (Int’l Letter-Air) that will be delivered by Thailand Post
Thailand Post : https://www.thailandpost.co.th/un/rate_result/
Remark: The shipping fee is calculated by the weight of products and package you ordered and referred from Thailand Post website.

How long does it take to get my order?
Order processing takes between 1 to 3 business days. Once your order has been processed, your item(s) will be shipped within 2-3 business days.
Orders are not shipped or delivered on weekends or holidays. Please find the estimated delivery time in the tab ‘Delivery Information‘.

How do I track the status of my order?
Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.

Can I make any changes to my order now it has been placed?
Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you call our customer service team within one hour of making the purchase.

What payment options do you offer?
You can choose to pay using Internet Banking (Bank Transfer) / Credit cards / Debit cards / Alipay / or PayPal. 

REFUNDS & RETURNS

How do I make a return?
If the order is sent incorrectly, you can return your parcel to us free of charge. KEEPS will send a replacement order as soon as we receive return order within 7-10 business days. 
We accept return only from our mistakes. KEEPS advices that you carefully check your order before making a payment.

How long does my return and refund take?
Returns take a maximum of 14 business days to reach our warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 business days, please contact customer service via email: order@keepsdesign.com with your proof of return, tracking number and a list of the items returned.

QUALITY & SIZE

How do I know which size to order?

Please be noted that each design has its measurement. You can find the exact size guide online in the single product page in the tab
‘MEASUREMENT’ which includes measurements per size and product information. Size conversion chart and Size Definition are shown in our Size Guide in the footer of website.
If you are unsure, please kindly contact us via Line: @keeps_design or email: order@keepsdesign.com.

How much does it cost for size change?

In case you would like to change size, please contact via Line: @keeps_design or email: order@keepsdesign.com. There is an additional 50 THB shipping fee for the return of size change within Thailand. For international order, the shipping fee depends on the weight of products and package calculated by Thailand Post website.

*T&C apply.

What quality can I expect from KEEPS products?
Quality is very important to us. Offering reinvented classics and wardrobe essentials, we create pieces that are made to last beyond the season. Traditional methods and new techniques merge to form timeless, understated collections. With the right care, we expect our pieces to remain a part of your wardrobe for years. You can find our guide to product care in the single product page.

How should I care for my garment?
How you should care for your products depends on the material they are made from. We have detailed guides for different types of fabric in single product page – in the tab ‘FABRIC/CARE’.

Do KEEPS offer maternity sizes?
While we don’t have a specific maternity range, some of our garments are designed with more relaxed and comfortable fits. You can find more information on the fit of the product in the description and in our online size guide. We always welcome feedback on our collections. If you can’t find the size for you, please let our customer service team know. 

However, some products can be customized with additional cost 150 THB. You can find them in the size option of each product.

How do I find out more about the garment I want to buy?
We know how important it is for a garment to fit properly and feel right, so we take time to explain a garment’s fit, style and material on each item’s page. If you do have any other questions relating to fit, materials or want specific measurements, please contact Customer Service who will be happy to advise you via Line: @keeps_design or Email: order@keepsdesign.com. If they don’t have the information to hand, they’ll be sure to get back to you as soon as possible.

STORE CONTACT

Where can I visit one of your stores?
KEEPS is available at several multi brand stores within Bangkok, Thailand; , H I D E. , Gloc, Tost & Found and pop-up stores. Please see details in ‘STOCKISTS’ Page or find updates at our Instagram or Facebook page

How do I return an item bought from store?
Returns can be made at the same store of purchasing only. You can find the conditions of return on your purchase receipt, or the store you purchase to advise further. Please note that we cannot accept returns in a different channel than the purchase was made.

KEEPS Customer Service Hours

Monday – Friday: 10:30 – 18:30 (GMT+07:00) 

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