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Help and FAQs

We’re always happy to help with your KeepCup product and order questions. Take a look through our frequently asked questions below - you might find the answer without needing to contact us.

Can I amend, change or cancel my order?

We operate a fast turnaround in our warehouse to get our orders out as quickly as possible, and generally dispatch the next business day. If you need to make changes or would like to cancel, please contact us as soon as possible with your order number and change request details. If we receive your request prior to dispatch, we’ll do our best to make the change or cancellation.

For cancellations, please call your nearest KeepCup office.

How do I return my order?

We encourage you to shop carefully, as returns add to the carbon footprint of your order through transport.

KeepCups are food storage items, so we can only accept returns of faulty products, or items that have been unused, in its original packaging, and are in a re-saleable condition.

You must notify us within 14 days, and return the unused item to us (at your cost) within 30 days. If 30 days have passed since your order was delivered, unfortunately we can’t offer you a refund for anything other than a product fault. 

We do not accept items for exchange. If you would like to exchange an item for a different size or colour, you'll need to place a new order and return the original item. 

If we accept your return, we will refund the amount you paid for the item. The cost of shipping fees paid may be refunded if your local consumer laws require. 

If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund. 

We cannot accept the return of any customised product due to change of mind. 

Where can I buy a KeepCup?

We have offices with retail stores in both Melbourne and London - we love visitors, so come say hello.

Our full range is available, including a Design Your Own KeepCup station, so you can either order online for pickup at our office, or come in to make your selection.

Our hours are 8.30 am – 5.00 pm weekdays, and we are closed on weekends and public holidays.

Contact our customer service team if you are looking for a reseller in your area.

How will I know you’ve received my order?

Finalised orders are confirmed by email, so you’ll receive our confirmation once your order has been submitted. Please check your junk/spam folder, just in case.

If you don’t receive an email confirmation, please contact us so we can double check.

What do I do if there’s something wrong with my order?

All KeepCups are assembled by hand in our warehouses. We monitor our packing to improve our processes.  If you’re missing an item or something isn’t as you ordered, to  benefit future customers please complete the following steps:

  1. Take a photo of what you received
  2. Send photo/s to our customer service team
  3. Include order number

How do I contact KeepCup?

You can contact us here.

Which size should I choose?

From espressos and piccolos to lattes and long blacks, we have a range of KeepCups in materials and sizes to suit every taste.

Please visit our size guide for detailed information to help you make your choice.

Why do you use plastic?

You can find information about all our materials, including why we use plastic and alternative materials we’ve chosen not use, on our materials page.

Are KeepCups BPA and BPS free?

Yes. We regularly independently lab test all KeepCup products to meet various global food safe requirements which include; EU, FDA, Prop 65, BPA & BPS Free, Chinese GB.

For component material information, visit our materials page.

Where are KeepCups made?

For more information, visit our manufacture and assembly and materials pages.

Can I buy replacement parts for my KeepCup?

KeepCup products are made to last, with a modular design and replacement parts available so you can replace the part, not the product.

You can buy replacement parts for all products on our website’s replacement parts section.

Please note, our US store offers very limited replacement parts due to current range, demand and logistical challenges. Unfortunately replacement parts are not available in Canada.

How do I care for my KeepCup?

We’ve put together a full care and materials guide by KeepCup type and component.

KeepCup Original

KeepCup Brew and Brew Cork

KeepCup Thermal

Why is the US/Canada product range different to other countries?

Since launching KeepCup Thermal, our stainless steel range in 2020, we’ve noticed that the majority of our customers in the US and Canada are choosing our glass and stainless steel ranges. So we’ve made the decision to focus on delivering our most popular, best-selling products to our North American KeepCup reusers.

This reduces impact of shipping and manufacture of KeepCup products that may not be so popular, and there is less risk of wasting products that don’t eventually sell.

How do I know my KeepCup is authentic?

To find out how to tell a genuine KeepCup from an imitation, read about KeepCup product authenticity.

Where do you ship from, and how long will it take?

We deliver to 170 countries around the world and offer different shipping options to meet your needs as listed below. At this time, we do not offer Express Shipping as a delivery option. If your order is urgent, please contact our customer service team and we will do our best to assist if possible.

We dispatch from three locations - Melbourne, Idaho and London - and your order will be shipped from the closest hub.

PLEASE NOTE

The timeframes are estimates only and delivery time may be longer to some destinations. Delivery estimates commence from date of dispatch, not date of order. While we strive for next business day, during busy periods it can take up to 5 business days to dispatch.

 

IMPORTANT INTERNATIONAL SHIPPING INFORMATION

We are not responsible for any delays caused by destination customs clearance processes or postage strikes. We are unable to re-direct orders once items have been dispatched.

Because customs policies vary from country to country, and with changing conditions such as Brexit, orders may be subject to local customs charges. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. This cost is not included in our freight cost. If goods are above the threshold and customs entry is required, our logistics partner will charge an additional admin handling fee for customs clearance. For more information about your country's custom policies, please contact your local customs office.

Will Brexit impact my order cost?

As of the 1st January 2021, changes were made to the way taxes and duties are managed when shipping into EU countries.

For EU countries, you will no longer be charged VAT at checkout and the price you pay KeepCup will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to the postal carrier to release your order from Customs.

We are currently unable to advise on the exact cost of taxes and duties, but we estimate (based on the recently announced Brexit deal) they will be equivalent to the local sales tax in your market.

If in doubt, we recommend contacting your local Customs office or tax authority before placing an order.

Why is my KeepCup leaking?

KeepCup was conceived as an easy to use product that replicates the functionality of a disposable cup. As such, KeepCups are splashproof and not a fully sealed container, which means it will leak if tipped upside down or if the closure plug catches and pulls open.

If your KeepCup is overfilled, tipped vertically or upside down, the plug hole will leak.

 

ARE YOU A BLACK COFFEE OR TEA DRINKER?

If it's leaking from under the lid when you’re drinking from the cup, it could be due to the temperature of the liquid.

When drinking tea or black coffee, keep in mind that steam from boiling liquid will cause pressure to build up inside the cup, and may affect the seal of the lid.

We recommend that you wait 30 seconds after pouring boiling water before putting your lid on. The steam that escapes will prevent the plastic softening, which causes the lid to detach from the cup.

Keep the plug vent open for liquid over 65°C.

 

ARE YOU USING A DIFFERENT LID?

You may have the incorrect lid that isn’t fit for the cup. The old skool lids and lids for KeepCup Original products cannot be used on glass. Lids for glass are available via our website.

 

IT COULD BE A PRODUCT FAULT...

From time to time, we do experience product faults. Run your hand around the rim of the cup and the inside surface of the lid - is there a bump or nick, either on the rim of the cup or just inside the lid? This could be causing the leak. If you see something that looks like a fault, please contact our customer service team with the following:

  1. Photos showing the fault
  2. A video of the lid being placed on and removed
  3. Order details: Retailer, time and date of your order, or order number if purchased through keepcup.com
  4. Hold onto the KeepCup as we will only replace the faulty components to minimise waste, or we may ask you to return the cup and lid for testing

What is your product warranty and product guarantee?

KeepCup warrants our shall be, and remain free from, defects in materials and workmanship for a period of 12 months from the date of delivery.

KeepCup will replace any defective item or product component at its sole cost, including delivery, upon receipt of satisfactory evidence of the defective item or part.

The warranty does not extend to any fair wear and tear, however we voluntarily cover cork band and accidental glass breakages 30 days from the date of purchase.

For any claim to be recognised, customers must notify KeepCup immediately and provide an order number or receipt number as proof of purchase. We will provide you with an exchange, refund or repair at our discretion.

How can I remove stains or smells?

All KeepCup products come straight off a production line and should be washed thoroughly before use.  There can be a plastic smell when the parts have been sealed for a long period, which will be resolved by washing. Be assured all our products are independently lab tested to ensure they're free from BPA, BPS, phthalates including DEHP, lead and cadmium.

If your KeepCup has become stained or smells from particular drinks, lipsticks or extended time between use and washing, we recommend trying one of these simple and effective remedies.

 

INTERIOR CUP STAINS OR SMELLS

Lemon soaking:

  1. Cut up a lemon and place the slices into your cup, then fill with boiling water and leave overnight to soak
  2. In the morning, rinse and then clean with a mild detergent and warm water using a cloth

Vinegar and baking soda:

  1. Wash your cup base with a mild detergent and warm water using a cloth
  2. Pour 1/4 cup of baking soda into the cup and slowly fill it with white distilled vinegar to about halfway
  3. Add hot water and fill to the top of the cup
  4. Let the mix rest for 15 minutes before rinsing out

 

EXTERIOR CUP STAINS

If coffee or tea drips have stained the outside surface of your KeepCup Thermal, we have found the following to be highly effective.

Baking soda:

  1. Create a thick paste of bicarb soda and lemon juice, covering the affected area completely
  2. Sit the cup on a dish in sunlight for 24 hours to dry out
  3. Rinse and wash thoroughly by hand

Finish tablet:

  1. Dissolve a Finish dishwashing tablet in boiling water in a bowl
  2. Pop the cup-base in and soak overnight
  3. Rinse and wash thoroughly by hand with a cloth to clear the stains

In between use, it’s important to ensure the KeepCup is kept dry and stored with the lid off to avoid any unwanted smells developing.

What do I do if my cork band is broken?

Cork is a delicate natural material, so it will not last forever, and you will likely notice colour variations over time and with use.

If your cork band is damaged within 30 days of purchase, send a photo of the damaged cork to our customer service team.

  1. Include your order number and date of purchase
  2. Provide address details to send the replacement part
  3. Please retain the other parts of your KeepCup as we only replace damaged components

For broken cork bands after 30 days, replacement cork bands can be purchased via our website.

 

CARING FOR YOUR CORK BAND

Broken cork bands are usually caused by repeated or careless removal of the cork bond will cause it to break and crack. We advise not to remove the cork band from the cup and wash gently by hand only.

If the cork band becomes waterlogged, it may expand and slip off the glass tumbler. If this happens, just leave it upside down in a sunny spot and it will be good as new in no time. Cork can weaken if it is handled when still wet so let the cork thoroughly dry prior to its next use.

Visit our care and materials page for more information.

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