Your keepsake takes a little time to become yours
Every keepsake from The Keepsake Atelier is personalised for you.
That means your order may require additional time for photo preparation, personalisation and careful checking before it is ready to leave our studio.
We don’t treat your keepsake like an ordinary ready-to-ship item — because it isn’t one.
Please read the information below before placing your order, especially if you’re purchasing a keepsake for a specific date or occasion.
Processing Time
How long does it take to prepare my order?
Personalised orders require additional processing time before they are shipped.
Your order will first go through our personalisation process, which may include preparing your photograph and checking your selected details.
Please allow approximately 5 business days for your keepsake to be prepared before dispatch.
Pre-Order Items
Some of our keepsakes may be available on a pre-order basis.
Pre-order items require approximately 20 days of processing before dispatch. This allows us time to prepare and fulfil your keepsake.
Please only place a pre-order if you are comfortable with the waiting time.
If you’re purchasing a keepsake for a birthday, anniversary, Mother’s Day, baby shower or another special occasion, we strongly recommend ordering well in advance to allow enough time for both the 20-day processing period and delivery.
Please note that the 20-day pre-order period is separate from delivery time. Your order will only be dispatched after the pre-order processing period has been completed.
If your order contains both pre-order and ready-to-ship items, the order may be dispatched together once the pre-order item is ready.
In a hurry?
If you need your keepsake by a specific date, please check the product page carefully for the item’s availability and processing time before placing your order.
If you’re unsure whether your order can arrive in time, please contact us before purchasing.
Orders Containing Pre-Order & In-Stock Items
If your order contains both pre-order and in-stock items, your items will be shipped together once the pre-order item is ready.
This means your in-stock item will be held until the pre-order item arrives and your complete order is ready to dispatch.
If you need your in-stock item sooner, we recommend placing a separate order.
Please note that the 20-day pre-order processing time applies to the entire order when a pre-order item is included.
Processing time is separate from delivery time.
For example, if your order takes 3–5 business days to prepare and delivery takes 2–3 business days, your total estimated timeframe would be approximately 5–8 business days.
Please check your personalisation carefully
We recommend checking your:
- Photo
- Name
- Initial
- Birthstone
- Other personalisation details
before completing your order.
Because each piece is made specifically for you, changes may not be possible once your order has entered production.
Singapore Delivery
We currently offer delivery within Singapore.
Once your keepsake has been completed and dispatched, delivery generally takes approximately 3 business days.
Your shipping options and applicable delivery fees will be shown at checkout.
Please note that delivery time begins after your order has been processed and dispatched, not from the date your order is placed.
Ordering for a special occasion?
We recommend placing your order early.
If you have a specific date in mind — such as a birthday, anniversary, Mother’s Day or baby shower — please allow extra time for personalisation and possible courier delays.
While we will always do our best to get your keepsake to you on time, we cannot guarantee delivery by a specific date unless this has been explicitly confirmed by us.
International Delivery
We offer international shipping to selected destinations where available.
International delivery times vary depending on the destination, shipping method and local courier.
Estimated international delivery time will be advice during checkout.
International customers are responsible for ensuring that the delivery address provided is complete and accurate.
Depending on your destination, your order may also be subject to customs duties, taxes or other fees imposed by the destination country.
Any such charges are the responsibility of the recipient.
Please note that customs processing may also cause delays beyond our control.
Tracking
Once your order has been dispatched, you’ll receive a shipping confirmation with tracking information where tracking is available.
You can use the tracking number to follow your parcel’s delivery progress.
Please allow some time for the tracking information to update after your parcel has been handed to the courier.
If your tracking information hasn’t updated for 8 business days, please contact us and we’ll be happy to help check on your order.
Delivery Issues
My parcel hasn’t arrived. What should I do?
First, please check your tracking information and make sure there isn’t an attempted delivery notice or an updated delivery location.
If your parcel appears to be delayed or has not arrived within the expected timeframe, please contact us at hello@thekeepsakeatelier.com with your order number.
We’ll help you check the status of your shipment.
My parcel says “delivered” but I can’t find it.
Please check:
- Your mailbox or usual delivery area
- With household members
- With your building’s reception or concierge, if applicable
- With neighbours, where appropriate
If you still can’t locate your parcel, please contact us as soon as possible with your order number and tracking information.
My item arrived damaged.
We’re sorry — your keepsake should arrive safely and ready to treasure.
If your item arrives damaged, please contact us within 3 days of receiving your order.
Please send us:
- Your order number
- Clear photographs of the damaged keepsake
- Photographs of the packaging
- Any other details that may help us understand what happened
Please keep the original packaging until the issue has been resolved.
We’ll review the situation and let you know the next steps.
I entered the wrong delivery address. Can I change it?
Please contact us as soon as possible if you notice an error in your delivery address.
If your order has not yet been dispatched, we’ll do our best to update it.
Once your parcel has been dispatched, we may not be able to change the delivery address.
Please note that we cannot be responsible for parcels delivered to an incorrect address provided by the customer.
A Little Reminder Before You Order
Because every keepsake is personalised, please allow enough time for both processing and delivery.
If you’re ordering for an important occasion, we recommend ordering early rather than waiting until the last minute.
Your memories are worth taking a little extra time for. 🤍
Questions about your order?
We’re happy to help.