Faq


Shipping

Free shipping for orders over $100.00 to addresses in the 48 contiguous US states. 

$4 shipping for orders under $100.00 to addresses in the 48 contiguous US states.

$10 shipping supplement for orders to Hawaii or Alaska.

Orders cannot be shipped to PO Boxes.

Orders for delivery in the US are shipped via USPS First Class or UPS Ground. 

International shipping cost is calculated at checkout and does not include duties or import fees. ALL international taxes, duties or other fees are the customer’s sole responsibility and may be charged in the destination country prior to delivery.

Shipping rates do not include signature required service or insurance of more than $100. Both services are available at an additional cost. Email us at hello@shopkeentu.com before completing checkout to add either of these services.

Orders are shipped from the New York City area the next business day. Orders placed Saturdays, Sundays or on federal holidays will ship on the next business day. Orders are shipped with no signature required service for delivery and $100 insurance. 

When you make an online order, you will receive a confirmation email. You will receive a second email which includes a link to track your package. 

If you didn’t receive a confirmation email, reach out to us at hello@shopkeentu.com so we can make sure everything is in order.

If your package did not arrive when the tracking indicates it has, waiting another 24 hours will often resolve the issue.

If your package is missing or arrives damaged, email us at hello@shopkeentu.com and we can send you the claim paperwork and instructions to file a claim with the carrier.

In-store/Curbside Pickup 

Select “store pick up” at checkout and you will receive an email confirming when the order is ready for pick up. 

Orders are available for pick up during business hours at 345 Bleecker St, New York, NY 10014. For immediate confirmation, call the boutique at (646) 791 - 8688.

Curbside delivery can be arranged. Please call us at (646) 791 - 8688 when you arrive. 

Payment and Sales Tax

We have several major payment options available at checkout: major credit cards, PayPal, ApplePay and Afterpay.

Major credit cards accepted include MasterCard, Visa, American Express, Diners Club, Carte Blanche, JCB or Discover.

PayPal is accepted subject to the terms and conditions of your PayPal account.

Afterpay is accepted subject to the terms and conditions of your Afterpay account.

ApplePay is accepted subject to the terms and conditions of your ApplePay account.

Applicable state and local sales taxes are automatically charged at checkout based upon the delivery location.

International taxes, duties or other fees are the customer’s sole responsibility.

All online transactions made on www.keentu.com use Shopify’s security settings and policies.

 

ORDER INFORMATION AND TRACKING

Upon checkout, you will receive an email confirmation of your order.

You will receive a subsequent email when your order ships with the tracking information.

If you didn’t receive either email, reach out to us at hello@shopkeentu.com

We try to use as little paper as possible so there is no paper receipt in your package. The order confirmation email is your receipt. If you would like a paper receipt, please let us know in the notes section at checkout.

GIFTS

Your package will arrive without a paper receipt inside so no special procedure is needed to send as a gift.

If you would like a gift note placed inside the package, please provide the details in the notes section at checkout.

Change or Cancel Unshipped Orders

To cancel or change your order, email us at hello@shopkeentu.com as soon as possible after you place your order and prior to receiving the shipping confirmation email.

After shipping confirmation, you can still return or exchange the order subject to our return policy.

Returns And Exchanges 

Full refunds or exchanges are provided within 30 days of purchase for merchandise in original condition.

Refunds are processed the day we receive the returned item in original condition. You can expect to see the funds in your account within 5-10 business days. If not, reach out to your bank to check on the status.

After 30 days, full refunds may also be provided at our discretion subject to the circumstances such as timing and seasonality of the merchandise. 

To begin the return process, email us at hello@shopkeentu.com and we will send you a shipping label. Return shipping costs will be deducted from the total amount of the order. 

Returns can also be processed during business hours in our boutique at 345 Bleecker Street, New York, NY 10014

Out of stock Items

For items marked out of stock, you can sign up for an email notification when the item can be ordered again by clicking “Out of Stock”. You can also email us directly at hello@shopkeentu.com to express your interest.

Gift Cards

We sell gift cards here 

Gift cards are redeemable online or in our boutique.

 

Warranties

There may be manufacturing issues with handmade items. We provide full refunds or exchanges for manufacturing defects. Please email us at hello@shopkeentu.com to let us know if this occurs.

COLORS AND PATTERNS

There may be a slight variation in the color or patterns of the item on your screen to the product you receive. This could be due to the technological limitations of photography, screens and because the products are handmade. If you are not happy with the color or pattern, please return the item for a full refund.

DIMENSIONS, SIZING AND CARE

Each item lists its dimensions or size information and has a link to care information where applicable.

There may be slight variations in dimensions with handmade items, and full refunds are provided if you are not entirely satisfied.

GENERAL & OTHER

If you visited our store and saw an item that is not on the website, please email us at hello@shopkeentu.com and we’ll help you make the custom order. 

If you need to get in touch with our team, send us a note to hello@shopkeentu.com or call (646) 791-8688 during boutique hours.

MEDIA INQUIRIES

Please contact hello@shopkeentu.com. 

COVID-19 PANDEMIC

Our store operates with more than the minimum recommended CDC and New York health safety standards.

Masks are required to enter the store and while shopping. Social distancing is practiced and monitored. Pre-Covid-19 occupancy is reduced below the 50% standard. Plexiglass barriers are installed at the sales counter. Any jewelry to be tried on is sanitized before and after.  

Curbside pickup is available for online or phone orders. 

Private shopping is available upon request.  

 

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