FAQs

Yes, all products available on our site are in stock. On the rare occasion that you see a pre-order option, it’s only for items we’ve secured with our brand partners and are currently on their way to us.

Rest assured, we never take payments for products unless they are actively ordered and in transit. You can shop with confidence knowing that if it’s on our site, it’s either ready to ship or arriving shortly.

We always try to restock popular products; however, this depends on our brand partners and whether the product or style is still available. If there’s something you’re after that’s no longer on the site, contact us at help@keepandkind.com, and we’ll do our best to help.

At Keep + Kind, we choose brand partners who prove sustainability doesn’t mean compromising style. We work with brand partners committed to eco-friendly practices, ethical sourcing, and design-led products.

We’re always open to hearing from new brands! Contact us at hello@keepandkind.com to get in touch.

No, you do not need an account to place an order with Keep + Kind.

When you place an order with Keep + Kind, here’s what you can expect:

• Order Confirmation: Shortly after placing your order, you’ll receive an email confirming your order was successfully placed.
• Dispatch Notification: Once your order is packed and shipped, we’ll send a dispatch notification, including tracking info so you can follow your order' journey.

If you're unable to find the emails, please check your junk or spam folders.

You are able to check out without providing an email address, this means you may have received an SMS instead.

For further help, reach out via our contact form on the website or at help@keepandkind.com.

We use the payment gateway offered by Stripe, this includes all major credit and debit cards, including Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, Discover, Diners Club, Union Pay and Klarna. We also accept PayPal.

To learn more about Klarna and for T&Cs, click here.

We are unable to add items to an existing order. If an order has not yet been dispatched, we may be able to remove items.

If you would like to buy additional items and have your purchases delivered together, we can attempt to cancel your order and you can place a new order with the additional items.

If you would like to cancel your order, please contact customer services at help@keepandkind.com as soon as possible, providing your order number and email address.

If you have received an email from us confirming your order has been dispatched, we are unable to cancel it. You are able to refuse delivery or return using our returns service.

If your order has not yet been dispatched, please contact Customer Services at help@keepandkind.com including your order number, email address and the gift note you would like added.

If you’ve received the wrong item in your order, please get in touch at help@keepandkind.com. We’ll take care of it as quickly as possible and get the right item to you.

If your order arrives faulty or damaged, contact Customer Services at help@keepandkind.com. Be sure to include a photo of the damaged or faulty items and/or packaging, along with your order number, so we can help you as quickly as possible.

We get it! We offer a 30-day return period. For all the details and a link to our Return Portal, please see our Returns page.

We use Tracked Royal Mail services for European shipping. You can choose from either:

• International Tracked - this service has a delivery aim of 2-5 working days from dispatch and is fully tracked to the delivery point.
• International Tracked & Signed - this service has a delivery aim of 3-5 days and a signature is required on delivery.

For both services, please note Royal Mail's use of the word 'aim', the service may take longer in peak periods, which includes late November and December.

Keep + Kind is a UK-based merchant selling into the EU under the Import One-Stop Shop (IOSS) scheme. All prices displayed in your local currency include your country’s base VAT rate for orders under €150, and any applicable taxes will be collected at checkout.

For purchases under €150, this means you should not incur any additional import duty or tax. Note that the €150 threshold refers to the intrinsic value, which is the value excluding your local VAT rate.

If your cart exceeds the €150 threshold, VAT will be removed from the items. From that point onward, when your order is dispatched, you will be responsible for paying local VAT, duties, and import fees.

IOSS does not cover customs duties or other import fees that apply to certain goods. We recommend checking your local Customs website.

During the checkout process, you will see the total for your order. You should be able to see a statement that says "includes €X,XX in taxes." If you cannot see this, it is likely that the order has not qualified for the IOSS scheme.

Your order confirmation will also itemise the VAT paid (or not paid if the order doesn't qualify).

If you need any help with the order process or have any questions, please contact Customer Service at help@keepandkind.com.

In the very rare case that orders qualifying for IOSS are mistakenly charged VAT, don’t worry—it’s usually a straightforward fix. Here’s what we suggest:

1. Contact us first before reaching out to customs. We’ll confirm your order’s eligibility and provide a VAT receipt and shipping label as proof.
2. Reach out to your local customs with the provided evidence for assistance.
3. If this doesn’t resolve the issue, we can follow up with our shipping provider, though this process may take a few weeks.

The Import One-Stop Shop (IOSS) is a system introduced on 1 July 2021 to help businesses meet VAT requirements when selling goods from outside the EU to EU customers. Before this date, no VAT was due on goods under €22, but now every item imported to the EU is subject to VAT, regardless of its value.

IOSS lets businesses handle VAT directly at checkout, so customers don’t get hit with surprise charges when their package arrives. This setup is especially useful for buyers, as VAT is handled in advance, saving them from unexpected fees and customs processing delays. If a seller isn’t using IOSS, the buyer will usually have to pay VAT plus a customs clearance fee when the goods enter the EU.

The 27 European Union nations qualify for the IOSS scheme. This list includes: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.