Cancellation & refunds

Cancelling an order

You can cancel for a full refund within 24 hours of placing your order, or any time before we begin cutting fabric — whichever is later. We confirm every order with you personally before starting, so there is always a real chance to change your mind.

To cancel, message us or email hello@keysh.in with your order number.

After we’ve started making it

Once cutting has begun, a piece exists only because you asked for it and cannot be resold, so it is not cancellable. We will always tell you when that point is reached.

Returns & exchanges

• Manufacturing defect or damage in transit. Tell us within 48 hours of delivery with photographs. We will repair, remake or refund in full — your choice. Return shipping is on us.
• Wrong item or wrong size sent. If we made a mistake, the same 48-hour window and the same options apply.
• Size exchange. If the size you chose does not fit, message us within 7 days of delivery. We handle these case by case and will often remake or alter the piece; you cover shipping both ways. Talk to us before ordering and this rarely comes up.
• Change of mind after delivery. Not accepted on made-to-order pieces. We would rather say so here than surprise you later.

How refunds are paid

Approved refunds are issued to the original payment method within 5–7 business days of approval. Depending on your bank or card issuer it can take a further 3–5 business days to appear on your statement. We will confirm by email the moment a refund is sent.

Delays

Pieces are dispatched in 10–14 days. If hand work will take longer than promised, we tell you before the date passes, and you may cancel for a full refund at that point regardless of where the piece is.