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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. 

Do you have KeepCup stores?

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?

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 on our website’s replacement parts section. 

Please note: Replacement parts for KeepCup Helix 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.

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

All KeepCup products are hand assembled in our local warehouses in Melbourne and London. We manufacture locally in Australia and United Kingdom, however some product components and materials require manufacture in China and Portugal. 

We carefully consider the materials used for each component of KeepCup products across our range. Take a deeper dive into our manufacturing origin and materials by product:

KeepCup Original

KeepCup Brew

KeepCup Thermal

KeepCup Bottle Thermal & Mixed

KeepCup Bottle Original

Why plastic? Are KeepCups and Bottles BPA and BPS free?

We regularly independently lab test all KeepCup products to ensure they met various global food safe compliance requirements, including migration when in use with hot and different types of beverages. All KeepCup are free from BPA, BPS, phthalates including DEHP, lead and cadmium. 

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

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: 1 hour hot, 6 hours cold

KeepCup Mixed and Thermal Bottle: 2 hours hot, 8 hours cold 

THE SCIENCE BEHIND KEEPING THE HEAT

KeepCup Thermal is made from stainless steel that is double-walled and vacuum insulated to keep beverage temperature hotter, or colder for longer. 

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.

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?

Is KeepCup Helix leakproof?

As a bottle, yes! 

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

The twist-fit sipper lids are fully sealed at the cup rim and drinking hole, all thanks to the silicone gasket and dual plug mechanism - but it's not guarenteed to be leakproof. 

The plug mechanism seals from underneath as the top plug is pressed into closed position, preventing spills when you're on the go. 

We need a breather hole to release pressure build up and allow optimum liquid flow when drinking. Steam release after sealing may cause condensation within the plug mechanism and pool into droplets on the top of the lid, so we'd recommend you don't carry your filled coffee cup in your bag. 

If your twist-fit lid is leaking from the seal between the lid and the cup, please check the lid gasket is fitted correctly and if from the top of the lid, please check the plug assembly

If you think you've got a product fault, please contact us

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

Yes! KeepCup products let you caffeinate, hydrate and everything in between.

You can use your KeepCup or 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 for more than 12 hours, as this could result in a dangerous build-up of pressure inside.

Can I put my KeepCup or Bottle in the microwave or freezer?

We've created a comprehensive KeepCup Care page, which includes all the information you'll need. For material information and care solutions for your KeepCup, choose the range below: 

KeepCup Press Fit Care 

KeepCup Twist Fit Care 

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 press fit KeepCup leaking?

KeepCup was conceived as an easy to use product that replicates the functionality of a disposable cup. Our press fit range is splashproof, with a sipper lid designed for drinking pleasure on the go, and a plug that provides mouthpiece cover when not in use to prevent spills. 

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

QUICK TIPS

  • Double check your lid and plug have been assembled correctly
  • Are you a black coffee or tea drinker? Please wait 30 seconds after pouring boiling water before putting your lid on, to allow steam release. To avoid steam buildup, keep the plug vent open until your beverage is at comfortable drinking temperature. 
  • Give your lid a run through the dishwasher on the top rack and allow to cool and air dry completely. The lid has a plastic memory and will often 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

Please hold onto all components of your KeepCup. To minimise waste, we will only replace the faulty components, and our product team may ask for your KeepCup back for further testing to identify the issue and help us improve our products. 

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 from my KeepCup or Bottle?

All KeepCup products 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. 

All our products are independently lab tested to ensure they're free from BPA, BPS, phthalates including DEHP, lead and cadmium and that they meet global food safe compliance migration limits in use with hot beverages. 

If your KeepCup or Bottle 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 STAINS OR SMELLS

Lemon soaking:

  1. Cut up a lemon and place the slices into your cup or bottle, 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, bottle or silicone gaskets with a mild detergent and warm water using a cloth
  2. Pour 1/4 cup of baking soda into the cup, along with your silicone gaskets, 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

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. An old toothbrush can be used to scrub your silicone gaskets, otherwise rinse and wash thoroughly by hand

Finish tablet:

  1. Dissolve a Finish dishwashing tablet in boiling water in a bowl
  2. Pop the affected component in and soak overnight
  3. Rinse and wash thoroughly by hand with warm soapy water.

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

What do I do if my glass cup or cork band is broken?

If your glass cup or cork band is damaged within 30 days of purchase, we will replace under our accidental breakage warranty. Please contact our customer service team with the following:

1. Photos showing the damage

2. Order details; your KeepCup order number, including date of purchase 

3. Correct address details for the replacement part. 

Please hold onto all components of your KeepCup. To minimise waste, we will only replace the damaged components. 

Outside 30 days, replacement parts can be purchased via our website. 

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