Your Candles

CandleTips


Keap Subscription Account Help

Let's go over some things you can do in your subscription account! If you have any questions you can always reach out to us at TheLab@KeapBK.com.

 

1) Updating your upcoming scent selection

 

In your subscription account choose:

  1. Click "Update" alongside your existing subscription.
  2. Choose "Change Scent Selection" on the next page.
  3. Pick your new scent from the drop down list
  4. Choose "Save" and this new scent selection will be reflected for you upcoming shipment.

This will update your account to a different/specific scent for your upcoming shipment. Note: if your order has already processed it will not update the option for this, and please contact us at TheLab@KeapBK.com to see if we are still able to switch scents for you

You will be reminded of your current scent selection each month prior to subsequent shipments so can always change back to a different preference in future.

 

2) Adding an extra "One-Time" candle to an upcoming shipment

 

In your subscription account choose:

  1. "Add Candles" at the lower part of the screen.
  2. Choose the "One-Off" product on the next page.
  3. Pick the scent from the drop down list. 
  4. Choose "Add Candles" and this one-time candle will be added to your upcoming shipment.

If you are looking to do something more complicated than this e.g. sending a one-time candle to a friend as a gift, we recommend contacting us at TheLab@KeapBK.com so we can help set this up in your account for you.

 

3) Log in to customer account

You can access your Subscription by logging into your account here. If you have not registered an account, you will need to create an account using the same email address used at subscription checkout. Once your account is registered, you can login and access your Subscription portal by clicking on the Manage Subscriptions link.

Alternatively, you can access your account using the Customer Portal direct link. This link is sent in your Monthly Reminder email, or we can always send it to you directly if you contact us.

 

4) Cancel a subscription

In order to cancel your subscription, you will first need to log in to your account. Within the Subscriptions tab, click the Cancel link next to the subscription order you would like to cancel. On the following page, you will be prompted to enter a cancellation reason. 

 

5) Update billing information

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

6) Skip a delivery

Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.

7) Update shipping address

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

You will be taken to a page where you can modify your shipping address fields.

8) Add a product to a subscription

Once logged in, select the Subscriptions tab, then click Add Product. This will open a pop-up where you can search, view, and select additional products to add to your upcoming deliveries. You may also choose the frequency and first shipment date.


Continue Reading