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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?

Choosing carefully and purchasing thoughtfully makes for less returns, which reduces the carbon footprint associated with delivery and handling. The best reusable is the one you use, so we’re here to help if your order isn’t quite right for you. 

KeepCups are food storage items, so we can only accept returns of unused or faulty products - in their original packaging, free from any damage and in a re-saleable condition.

Please contact our customer service team  within 14 days to let them know, then return the unused item to us within 30 days of receiving your order. If 30 days has passed since your order was delivered, unfortunately we can’t offer you a refund for anything outside of a product fault. 

If your return is accepted, we will refund the item amount paid, with shipping fees refunded only if required by your local consumer laws. Please note that the cost of returning your order will need to be covered by you, as we do not offer free returns. 

CAN I EXCHANGE MY ITEM?

We don’t offer exchanges on orders. If you would like to exchange an item for a different size or colour, please return your original item and place a new order online. 

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 pm (Melbourne), 8 am - 4 pm (London) 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.

How do I care for my KeepCup?

Buy once, buy well, and care well! We’ve given careful consideration to the design of our KeepCup products to ensure they’re hygienic and easy to use, fit for purpose, and made to last.

Here’s everything you need to know about KeepCup Care.

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 KeepCup Original, KeepCup Brew and KeepCup Thermal press lid ranges on our website’s replacement parts section. Replacement parts for KeepCup Bottle are not yet available. 

For our US and Canadian customers: Please note, our US store offers very limited replacement parts at the moment, due to current range, demand and logistical challenges. Unfortunately replacement parts are not available in Canada.

Which size KeepCup should I choose?

Whether you’re an espresso, latte or smoothie drinker, there’s a KeepCup size to match.

Choosing carefully and purchasing thoughtfully makes for fewer returns, which reduces the environmental impact that comes with transportation and handling.

We’ve created a detailed size guide, which includes all the information you’ll need to help you find which KeepCup is right for you.

Can I buy a gift card?

Yes you can! A KeepCup gift card makes the perfect gift for any reuser, and they're available from our website. They can be redeemed at KeepCup.com for up to three years from the date of purchase.

Where are KeepCups manufactured, and what are they made from?

We manufacture locally where possible, however some products and materials require parts from China. All KeepCup products are hand assembled in our local warehouses in Melbourne and London.
We carefully consider the materials used for each component of KeepCup products across our range. Take a deep dive into our manufacturing origin and materials by part - choose the range below.

KeepCup Original

KeepCup Brew

KeepCup Thermal

KeepCup Bottle Thermal & Mixed

KeepCup Bottle Original

Why plastic? Are KeepCups BPA and BPS free?

You can find information about all our materials, including why we use plastic, on our materials page.

All KeepCups are free from BPA, BPS, phthalates, lead and cadmium. 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.

How long does the KeepCup Thermal range keep beverages hot and cold?

We approach product design thinking about drinking pleasure, reuse and occasion rather than extreme temperature duration.

KeepCup Thermal is made from double-walled vacuum sealed stainless steel, designed to keep beverage temperatures stable for an extended duration of time - 1 hour hot, 6 hours cold.

Our KeepCup Bottle range is larger again in volume at M 18oz / 530ml & L 22oz/660ml, so the Thermal and Mixed Bottles will keep temperatures hotter and colder for longer - 2 hours hot, 8 hours cold.

THE SCIENCE BEHIND KEEPING THE HEAT

Duration depends on a few things, like volume, mouth opening diameter, lid insulation, room temperature when testing, and exactly which beverage temperature is considered “hot” or “cold” by definition.

Independent testing of KeepCup Thermal was conducted to determine how long it took boiling water from a kettle to cool down to 60C. As you can see from the results below, the larger the volume of hot liquid, the slower it cools down. The same premise applies to cold beverages and temperature longevity as well.

The fact that it takes so much longer for a cold beverage to get to room temperature, is as much due to perception of temperature, than duration. Cold beverages are closer to ambient room temperature than hot and as heat transfer occurs, we are more aware of the difference in hot liquid change.

In short, if you like it cold, the more ice the better. If you haven’t finished the coffee in your KeepCup within the hour, were you ever going to?

Does the KeepCup Thermal range retain the smell of coffee?

This will depend on regularity of cleaning and use. We use the highest quality food-grade stainless steel 18/8 (304) which has been electropolished so you can enjoy the full flavour of your drink. It creates a microscopically smooth, mirror-like surface (compared to just polished), so there's no flavour taint or metallic after taste. It also means no ceramic painted coating is necessary. 

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.

Is the KeepCup Bottle leakproof?

Yes!

If your bottle is leaking from between the bottle lid and cup base itself, or from the bottle cap please check to make sure silicone gaskets are fitted correctly.

Can I use KeepCup Bottle with all different types of beverages?

Yes! KeepCup Bottle lets you caffeinate, hydrate and everything in between.

You can use your KeepCup Bottle for carbonated or sparkling drinks, just remember that it's important not to overfill as they'll naturally expand and create gas, which causes pressure to build up when it's fully sealed for long periods of time or gets knocked around. Take care and slowly open the cap, holding it firmly, in case it “pops” when the gas releases.

Don't leave the lid on or more than 12 hours, as this could result in a dangerous build-up of pressure inside.

Can I put KeepCup Bottle in the microwave or freezer?

All Thermal products are made of stainless steel, which is a metal and therefore cannot be microwaved.

The clear plastic cup is microwavable without the lid, to 100°C / 212°F.

Don't put them in the freezer. Freezing temperatures can damage the double wall and vacuum seal of stainless-steel products, and can warp plastic if accidentally overfilled, which affects the sealing. To carry the coldest of contents in your KeepCup, fill with ice and enjoy. Our Thermal varieties will keep cold for up to 8 hours.

Does KeepCup Bottle fit in cup holders?

KeepCup Bottle fits in nearly all car cup holders. For specific dimensions across our range, check out our size guide.

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. At the moment our carrier partners are expecting longer delays and unpredictable delivery timeframes, so it's important to check local delivery expectations kept up to date by the carriers. We will work as usual to dispatch your order in 1-2 business days.

Australia Post

DHL

Royal Mail

USPS

Fedex

 

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.

 

INTERNATIONAL SHIPPING - CUSTOMS, DUTIES AND TAX

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, 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, and VAT will not be charged on your order. 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.

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.

Here's a video on the science behind the KeepCup sipper lid

QUICK TIPS

If your KeepCup is leaking from the underside of the lid when you’re drinking from the cup, it could be due to the temperature of the liquid. Are you a black coffee or a tea drinker? We’d recommend waiting 30 seconds after pouring boiling water before putting your lid on, to allow steam release.

To avoid steam build up, keep the plug vent open for all hot beverages over 65°C / 149°F.

If your lid starts to leak, give it a run through the dishwasher on the top rack and allow to cool and air dry completely. Often the lid will bounce back into shape. If you don’t have a dishwasher, submerge in boiling water overnight, and allow to cool and air dry.

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

DO YOU HAVE OUR LATEST LID WITH PLASTIC MEMORY?

This is our newest lid and has been designed with flexibility and machine cleaning in mind.

The lids have plastic memory and will loosen with a bit of use, but they’ll snap back to their tight fit once they’ve been run through a dishwasher (on the top shelf).

If you don't have access to a dishwasher, you can submerge the lid in a bowl of boiling water and let the water cool overnight - it should have the same results.

 

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 natural material made from the by-product of wine cork production, and while it is durable it won’t last forever. There can be variations in the strength, colour, size and fitment of the cork band on the cup base, and you may notice some differences over time and with repeated 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 cork band 
  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 band, which 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 KeepCup Care page for more information.

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