FAQ - Frequently asked questions

Everything you need to know about orders, shipping, returns and payments.

SHIPPING & DELIVERY

How long will my order take to arrive?

Orders are processed within 24–48 hours of being placed. Delivery typically takes 4–6 working days from the dispatch date.

Once your order ships, you'll receive a tracking link via email and SMS. Tracking details are usually updated within 24 hours of dispatch — if you haven't received a link after 3 business days, reach out to us at customercare@keos.life

Delivery times may vary slightly during peak seasons or due to weather and logistics delays.

I entered the wrong delivery address — what do I do?

Address changes can only be made before your order is dispatched. If you've just placed your order, email us immediately at customercare@keos.life with your order number and the correct address.

Once an order has shipped, we're unable to redirect it — please double-check your address before confirming your purchase.

RETURNS & EXCHANGES

I'm not happy with my order — can I return or exchange it?

We want you to love what you wear. Here's how our policy works:

Not eligible for return: Customised or personalised items · Items returned without original tags · Items returned in a damaged condition (post-delivery)

Eligible for exchange: All standard products including printed tees · Must be initiated within 7 days of delivery · Tags must be intact and item in original packaging

If your item arrives damaged or defective, you're eligible for a full refund or exchange. You must notify us within 48 hours of receiving your order with clear photos or video evidence.

To start a return or exchange, email customercare@keos.life with your order number, photos of the item, and reason for return.

When will I receive my refund?

Once your return is received and passes quality inspection, your refund will be processed within 5–7 business days. You'll receive a confirmation email when it's initiated.

Refunds are issued to your original payment method. If you opted for store credit, it is valid for 1 year from the date of issue. Note that forward and reverse shipping charges are non-refundable unless the fault is ours.

ORDERS & CANCELLATIONS

Can I cancel my order after placing it?

Yes — cancellations are accepted within 24 hours of placing your order, provided it hasn't been dispatched yet.

If your order has already shipped, cancellation isn't possible. However, you can initiate a return once you've received it. Note that both forward and reverse shipping charges will apply in that case.

To cancel, email customercare@keos.life with your order number as quickly as possible.

PAYMENTS

What payment methods do you accept?

We accept all major payment methods:

UPI (GPay, PhonePe, Paytm) · Credit & Debit Cards (Visa, Mastercard, RuPay) · Net banking · Cash on Delivery (COD) up to ₹2,500 · Buy Now Pay Later via available gateway options

Prepaid orders qualify for free shipping on orders above ₹3,000. COD orders may carry an additional handling fee.

STILL NEED HELP?

My question isn't answered here — how do I reach you?

We're happy to help. Reach us at customercare@keos.life and include your order number and a clear description of the issue — this helps us resolve things faster.

We typically respond within 1 business day. For the fastest resolution, or you can reach us on +91 98204 98209 (11am-7pm) avoid DM-ing on social media for order-related issues — email is always quicker.