Account & membership
How do I know if my order was successful?
You will receive a confirmation email at the email address you used to register and purchase from keeply. Please check your spam folder if it is not present in your inbox.What currencies can I use?
You may browse in any currency provided in the top right for your reference, however all orders are processed in your local currency at checkout. The total cost—including any applicable duties and taxes—will be shown before you confirm your order. <strong>We accept no responsibility for currency exchange fluctuations.What payment methods do you accept?
We accept these payment methods: Visa, Mastercard, JCB, PayPal, Alipay, WeChat Pay, UnionPay, Apple Pay and American Express.I live in Hong Kong, can you expedite my order or do in-store pickup?
In order to log all orders, we utilise one system to track all parcels. Therefore, we cannot make exceptions on SF Express. Due to safety recommendations, in-store pickup for online orders is suspended until further notice.Sizing Information
When you are looking at the product you want to purchase, scroll down and select sizing info at the bottom right of the page. Please remember that not all brands have the same sizing and that these charts are just for reference.
Shipping
How long will it take for my order to arrive?
Once your order has been fulfilled within 3–5 business days Hong Kong Time, your parcel will be ready for pick-up by a courier and a tracking number will be sent to your registered keeply email.
For more information, please refer to our Shipping Policy.
How do I know if my item has been dispatched?
We will send an email confirmation with your tracking number once the order is fulfilled. Please check your spam folder if you do not receive it in your inbox.
How can I track my parcel?
We will send you an email with your tracking number once the order has been fulfilled. Please check the email you used to make the purchase on keeply. Please note that orders are generally processed within 3–5 business days.
What countries do you ship to?
We ship to most countries internationally. For more information, please see our Shipping Policy.
Due to certain circumstances, some locations may not be available for shipping at this time. If you are unsure, please contact online@keeply.hk before placing your order.
Tax and Duty
Is duty tax covered in my payment?
Shipments to countries outside of Hong Kong SAR may be subject to customs duties, taxes and fees that are not included in the product price. You will be the importer of record in your destination country and are responsible for all such customs duties, taxes and fees.
For more information, please refer to our Shipping Policy.
Exchange and Refund
What is your online returns policy?
For all information regarding returns, please refer to our Returns and Exchanges page.
Please note that all promotional, sale, special release and collaboration items cannot be refunded, cancelled, returned or exchanged.
Can I exchange my purchase for another size?
You may exchange your purchase for another size, however keeply will not accept any returned merchandise without written communication via email and authorised confirmation. The request must be made within 7 business days of receiving your order.
All promotional, sale, special release and collaboration items cannot be refunded, cancelled, returned or exchanged. Items that do not fall under this criteria may still be eligible for an exchange.
For more details on how to exchange, please refer to our Returns and Exchanges information page.
How can I get a refund?
For more information, please refer to our Refund Policy. To request a refund you must contact us by email. Please do not send refund requests via social media direct messages.
Please note that all promotional, sale, special release and collaboration items cannot be refunded, cancelled, returned or exchanged.
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