At KeyNest, every frame is handmade to order in our workshop in France. We want you to love your piece, and we’re here to help if something isn’t right.
Personalized items
Frames personalized with your choice of fabric, text or any other custom detail are made especially for you. In accordance with consumer law, personalized items cannot be returned or exchanged, unless they arrive damaged or defective (see below).
Non-personalized items: 14-day right of withdrawal
For non-personalized items, you have 14 days from the day you receive your order to change your mind, without giving any reason.
To return an item:
- Email us at poupous69670@gmail.com within 14 days of delivery, with your order number and the item(s) you wish to return.
- Send the item back within 14 days of your email, unused, in its original condition and carefully packed, to: [return address].
- Return shipping costs are the customer’s responsibility. We recommend a tracked shipping method, as we cannot be held responsible for items lost on their way back to us.
Refunds
Once your return is received and inspected, we will refund the full amount of your purchase, including the original standard shipping cost, within 14 days. Refunds are issued to your original payment method. We may delay the refund until we have received the returned item.
Damaged or defective items
Each frame is carefully inspected and packed before shipping. If your item arrives damaged or defective, please email us at poupous69670@gmail.com within 7 days of delivery with photos of the item and the packaging. We will offer you a replacement or a full refund, at no extra cost to you.
Order cancellations
As each piece is made to order, you can cancel your order free of charge within 24 hours of placing it, before production begins. After this time, your frame may already be in the making and the order can no longer be cancelled.
Legal guarantee
All our products are covered by the legal guarantee of conformity applicable under French and European law, regardless of this policy.
Questions?
We’re always happy to help. Reach us at poupous69670@gmail.com.