Refund policy

Returns & Exchanges

We make most pieces by hand in small batches, and we know slow fashion is an investment. If your order doesn't feel right, we accept returns within 14 days of delivery.

What we accept

• Clothing & accessories: unworn, unwashed, with original tags attached, in resaleable condition.
• Skincare: only if the seal is unbroken. For hygiene reasons we cannot accept opened products.

What we don't accept

• Final-sale items (marked clearly on the product page).
• Gift cards.
• Items damaged from use or washing outside the care instructions.

How to return

1. Email us at bykeikei@outlook.com within 14 days of receiving your order with your order number and the reason.
2. We'll send return instructions and the atelier address in Tabanan.
3. Pack the item in its original packaging and ship via tracked courier.
4. Once we receive and inspect the item, your refund is processed within 7 business days to the original payment method.

Shipping costs

Return shipping is the customer's responsibility, unless the item arrived damaged or incorrect. In that case, please send photos within 48 hours of delivery and we'll cover the return.

Exchanges

For a different size, return the original and place a new order. This is the fastest way to get the piece you want, since stock can move quickly.

Damaged in transit

Photograph the unopened parcel and the damaged item, then email us within 48 hours. We'll arrange a replacement or full refund including shipping.