Frequently Asked Questions

It's simple: choose a template that speaks to you, fill in your name, write your heart out, upload your photos (and video for some templates), and pay. You'll receive a private link to your Keepsake after payment.

All Keepsake templates are currently priced at ₦7,000. This is a one-time payment, no subscriptions or hidden fees.

We accept all major payment methods through Paystack, including debit/credit cards, bank transfers, and USSD. Payment is secure and processed in Nigerian Naira (NGN).

Don't worry! Your payment is safe. If your media failed to upload or you didn't receive your Keepsake link, please email us at support@ourkeepsake.shop with your payment reference (it starts with "KS_"). We'll sort it out as quickly as possible.

Since Keepsakes are digital, we generally don't offer refunds after delivery. However, if there was a technical issue on our end (payment charged but Keepsake not delivered), contact us and we'll make it right.

After payment, you'll receive a private link. Simply send this link to your person via WhatsApp, text, email, or however you want. When they open it, they'll be asked to enter the password you set and then the magic unfolds.

The password protects your Keepsake so only the intended person can view it. Choose something meaningful: a pet name, an inside joke, a date only the two of you would know. You'll need to tell them the password (or give them a hint) when you share the link.

Your Keepsake is designed to last. The link will remain active indefinitely. They can revisit it anytime, whether it's tomorrow or on your next anniversary.

Currently, Keepsakes cannot be edited after payment. Please double-check your message, photos, and password before completing your order. If you made a serious mistake, reach out to support and we'll do our best to help.

Red & Roses — A warm, romantic design with a photo gallery. Best for her. Supports 5–10 photos.

Confetti & Memories — A sleek, elegant design made for the men in your life. Also supports 5–15 photos.

Keepsake Classic — A cinematic experience with video support. Supports 1 video and 2–10 photos. Perfect for couples who have a special video together.

Photos: JPG or PNG format, max 10MB each.
Videos: MP4 format, max 20MB (only for Keepsake Classic template).

Red & Roses require 5–10 photos. Confetti & Memories require 5 - 15 photos. Keepsake Classic requires 1 video and 2–10 photos. For best results, use clear, high-quality images.

If your photos exceed 10MB, you can compress them using free tools like TinyPNG (tinypng.com) or iLoveIMG (iloveimg.com). On iPhone, sending the photo to yourself via WhatsApp and downloading it usually reduces the file size. On Android, use the built-in photo editor to resize.

Your message should be between 148 and 195 words. This range gives you enough space to say something truly meaningful without overwhelming the design. Think of it as a heartfelt letter, every word should count.

Yes. Every Keepsake is password-protected. No one can see the content without knowing the password you set. The link itself doesn't reveal any personal information.

Absolutely. All payments are processed through Paystack, one of Africa's most trusted payment providers. Your card details are never stored on our servers. Paystack is PCI-DSS compliant, meaning your financial data is protected to the highest standard.

Only someone with the Keepsake link AND the correct password can view your content. Our team may access order details for support purposes, but we will never share your personal content with anyone.

First, make sure you're using the full link. Try opening it in a different browser or clearing your cache. If it still doesn't work, email us at support@ourkeepsake.shop with your payment reference.

The password is case-sensitive and must be entered exactly as you set it during checkout. Check for extra spaces before or after the password. If you've forgotten the exact password you set, contact support with your payment reference.

This could happen if the upload was interrupted during checkout. Try refreshing the page. If media is still missing, email support@ourkeepsake.shop with your reference number and we'll re-upload your files.

Check your email (including spam/junk folder) for a confirmation with your Keepsake link. If you can't find it, email us at support@ourkeepsake.shop with your payment reference or the email you used during checkout. We'll resend your link right away.