Help & FAQ

How can we help?



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.

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 We’ll be able to help you place an order.

How can I change my order?

You can change your order by emailing Changes can only be made if your email or phone call is received before your order has actually shipped.

How can I check the status of my order?

If you created an account, you can check your order history by logging in at 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 1-3 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

Shipping, Returns & Exchanges

What is the shipping policy?

Orders generally ship within 1-3 business days of being placed, but processing can take up to approximately 7 business days. ****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. 

Domestic orders are shipped via UPS or USPS Priority, depending on weight and dimensions.  Please allow 3 to 7 business days for delivery. 

Canadian orders are shipped via USPS or UPS.

All other international orders are shipped via UPS or USPS First Class. 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?

Return or exchange within 14 days of order received date. Goods must be in unworn, perfect condition and the “Returns and Exchanges” form must be filled out. Email to receive the form and to initiate a return or exchange.  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. International exchanges will incur an additional shipping charge.  You will receive an invoice for the additional charge via email. We do not provide return shipping labels. Please ship returns and exchanges via the carrier of your choice to:

Keep Company 4949 Hollywood Blv. #207 Los Angeles, CA 90027

We recommend using a carrier that provides tracking as we cannot be held responsible for returns that go missing. We do our best to process your returns and exchanges as quickly as possible. If your exchanged item requires an additional charge (ie the new item is more expensive than the original purchase), you will be emailed an invoice for the additional charge.  In regards to refunds, you should see your refund by your next billing cycle. Shipping refund is not included.  

Read more here.

Get in touch

Have questions about your order, or a general enquiry?