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CONTACT US

orders@keepcompany.com
For press inquires: press@keepcompany.com
For wholesale inquires: info@keepcompany.com

 

FREQUENTLY ASKED QUESTIONS

Is Keep's website secure?
All information provided to us through our website is completely protected and secured through Shopify.
Do you have a size chart?
To view our size chart, which includes US and international sizes, please click here.
How can I check the status of my order?
If you created an account, you can check your order history by logging in at keepcompany.com. Simply click 'My Account' on the top right hand corner to log in.

If you checked out as a guest, after placing your order, you will receive a confirmation email. You will then receive another email with your Tracking # within 1-2 business days. Your Tracking # will provide you with up-to-date information on the whereabouts of your order! If you would like a status update before you receive your Tracking #, feel free to email us at orders@keepcompany.com.

How can I change my order?
You can change your order by emailing orders@keepcompany.com. Changes can only be made if your email or phone call is received before your order has actually shipped.
What if I encounter problems during checkout?
If you are having problems processing your order, there may be conflicts between our website and your browser. An order is only processed if you have received a confirmation email from us.

If your credit card has been declined, there may be slight differences between the billing information you are entering and the information that is on file with your bank. If you receive notice that your card has been declined, your order has not been processed. A charge still might appear on your statement as “pending,” however, the funds will be re-released to your account after 3-5 business days depending on your bank. This hold will be at your bank's discretion; they are the ones putting the hold on your account. If you contact them, however, they will usually remove the hold immediately.

If you are running into problems, but would still like to place an order, please feel free to email us at orders@keepcompany.com. We’ll be able to help you place an order.

What is your shipping policy?
Orders generally ship within 24 hours of being placed, but processing can take up to approximately 3 business days.

Domestic orders are shipped via Fedex or USPS Priority, depending on weight and dimensions, for residential addresses. For commercial addresses orders are shipped via Fedex Ground. Please allow 3 to 7 business days for delivery.

****Some items on our shop are for pre-order so please check the product page to see if your pre-order item is shipping later than what is stated above. For example, the Superfruit collaboration is shipping late November--so no one has received tracking number/shipping confirmations for that.

Canadian orders are shipped via USPS or Fedex Ground.

All other international orders are shipped via Fedex International Mail Service which utilizes Fedex and your local postal service or USPS First Class--depending on your order's weight and dimensions. For international orders, please allow up to 2-3 weeks for deliveries--barring any customs delay.

International customers, please note that your shipping charge DOES NOT include any customs/duties fees that you may incur. In the event that you receive free shipping, the courier cost will be free, but any customs/duties fees incurred will still be responsible by the customer. All applicable customs and import duties, fees, taxes, and any other charges and fees are the responsibility of the customer (even if you refuse a shipment upon delivery). We will ship your packages DDU (“Duties and Taxes Unpaid”). We do not collect the VAT, duties, and/or taxes at the time of sale and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear Customs.

What is your return/exchange policy?
Web Purchases: Return or exchange within 14 days of order ship date. Goods must be in unworn, perfect condition and the “Returns and Exchanges” form must be filled out. Sale items can be returned for store credit only. Items purchased with a coupon/credit code deems the item a sale item. Store credit is valid for 1 year from date of issue.

Please ship returns and exchanges via USPS, UPS or Fedex to:

Keep Company 517 Rear N. Fairfax Ave. Los Angeles, CA 90036

We do our best to process your returns and exchanges as quickly as possible. In some instances, it takes longer than others, but in most cases you should see your refund by your next billing cycle. Shipping refund is not included.

If you are exchanging an item, you will incur an additional shipping charge. Please include your credit card information on the “Returns and Exchanges” form included in your original shipment.

Store Purchases: All store purchases are exchange only. Store Credit is valid for 1 year from date of issue. We're sorry, but we don't accept returns for purchases at the store.

Read more here.

I don't see my shoe size available in a specific style. Is there a chance I can order it? Or will it be restocked?
Unfortunately, what we have available on our site is our entire inventory. If you do not see your size, we have sold out. We typically do not restock shoes once they have sold out. However, very rarely we will bring back old styles in future collections. We suggest you sign up on our mailing list to be the first to find out when new styles are released. When new collections are first released we have a full men's and women's size run: 5 Womens/ 3.5 Men to 14 Women/12.5 Men.