RETURNS & EXCHANGES
GOT A QUESTION? HERE’S A LIST OF SOME OF THE MOST COMMON QUESTIONS WE GET ASKED.
WHAT IS THE KEEKO BABY RETURN POLICY?
For products purchased online and delivered within South Africa, we will accept returns for change of mind within 30 days from date of receipt, or if faulty. For change of mind returns, items must be unworn with tags still attached.
For products purchased online and delivered outside of South Africa, we will accept returns for faulty items only.
HOW CAN I REQUEST A RETURN, EXCHANGE OR REFUND?
You can create a new return request using our easy online returns system. All you need is your order number and email address with which you placed the order, which can be found in your order confirmation email.
WHAT HAPPENS IF MY PRODUCT IS FAULTY?
Keeko takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. If your product was delivered within South Africa, you can create a new return request for faulty items using our easy online returns system (outlined above).
In instances where your order was placed more than 60 days ago, or, was delivered outside of South Africa, please contact our Customer Service team on +27011 083 9111 (between 8am and 5.30pm ZA time Monday to Friday) who will advise and assist with the returns process. Keeko will ensure all costs associated with returned goods, including delivery, is at no expense to you, excluding international orders.
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM?
Whether your item was faulty or you’ve just changed your mind, Keeko provides three returns options:
- 1. Exchange for an alternate size/colour (subject to stock availability)
- 2. Store Credit to your Keeko online account (for customers with a Keeko member account)
- 3. Refund to your original method of payment (e.g. Credit Card or PayPal)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Keeko. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayFast) will be refunded.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Once your refund has been approved and you have received your number to complete your returns label, simply send the item back to us. We have teamed up with South Africas best courier companies to enable you to Track your return using the article ID on your return label. Upon receipt of the item we will refund/credit your account in approximately 3-5 business days.
CAN I RETURN AN ITEM TO A RETAIL STORE?
Goods purchased from keekobaby.com must be returned via our online returns system. Keeko goods purchased in a reselles store can be returned to Keeko online.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT CARD?
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to your Keeko account as a store credit. If you don’t have an account, you will be asked to create one or one will be created for you by our Customer Service team.
WHO GETS REFUNDED IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.