Keycaps cooking…
This is the support page for our artisan keycaps. If you have a question about your group-buy order, email us at support@jellykey.com. Our team will get back to you within 24 working hours with information on your order status and tracking details.
Our group-buy process involves four main phases: Molding, Casting, QC & Packaging, and Shipping. Once these phases are complete, your order will be marked as finished. We post regular updates on where each group-buy has got to. That way you can see which phase we’re on for your order.
Your order
How often do your products go on sale?
We open our group buy sales on a monthly basis. Jelly Key doesn’t resell a group buy once it has officially closed.
How do I check my order status?
We send you email notifications about the status of your shipment. Check your inbox or spam folder using your order ID. If you can’t find it, contact us at support@jellykey.com.
How long does it take to produce my order?
Group buy orders are handcrafted to order and usually take 50 to 90 days to produce, depending on the design and run size. In-stock items are prepared and dispatched within about 7 days. Everything is made by hand in Vietnam. Read more about our craftsmanship.
Why did my order take longer than quoted?
We do our best to keep to the estimated timeline. Sometimes the carrier is late, a package goes unclaimed or comes back to us, and those are out of our hands. When it happens we’re happy to look into it with you at support@jellykey.com.
Shipping & delivery
Do you ship internationally?
Yes. We ship worldwide from Ho Chi Minh City, Vietnam. Shipping cost is calculated at checkout based on weight and destination. See our Shipping Policy for delivery times.
How long does my order take to arrive?
Group buy keycaps usually take 50 to 90 days to produce. After dispatch, delivery takes about 3 to 6 days within Asia and 7 to 15 days to the United States and Europe. See our Shipping Policy for full details.
Why is international shipping expensive?
Every order ships from Vietnam, and international rates depend on the weight and destination of your order. Your exact shipping cost is calculated and shown at checkout before you pay. We always aim to keep it as fair as possible.
My country is not listed at checkout
There are usually two reasons. Either shipping to your country is difficult for us, or we already have a reseller there. Please contact us at support@jellykey.com and we will help you find the best option.
My shipment shows delivered, but I never received it
First check with anyone who might have taken it in for you, a neighbour or a building reception. If you still can’t find it, contact our support team at support@jellykey.com and we will help you look into the issue with the carrier.
What happens if my order is returned to sender?
Packages sometimes come back to us unclaimed or with a wrong address. We can reship the order, though there may be a further shipping cost. Please contact support@jellykey.com and we will sort it out together.
Returns & warranty
What is your RMA (return) policy?
Every keycap is cast and painted to order in a limited run, so once production has started or a group buy has closed we can’t cancel or refund it. Changing your mind isn’t something we can undo. A fault is a different matter. If your keycap turns up damaged or defective, email support@jellykey.com within 7 days of the purchase date with photos, and we’ll replace it one to one and pay the shipping on the replacement. If we can’t replace it, you get your money back.
What is your return policy?
The same as the RMA policy above. A change of mind after production starts we can’t refund, but a fault we fix. Send photos to support@jellykey.com within 7 days of the purchase date. See our Shipping Policy for delivery times.
Can I return an item for exchange?
Not for a change of mind, because each keycap is cast and painted to order. A faulty one is a different matter. Email support@jellykey.com within 7 days of the purchase date with photos and we’ll sort it out.
What is covered under warranty?
Artisan keycaps are made from resin, UV acrylic and epoxy, so they’re decorative pieces and want handling with care. We can’t cover damage from drops, misuse or normal wear. If you receive a defective keycap, contact us at support@jellykey.com.
Who pays return shipping costs?
If an item is confirmed defective, we will usually cover the return cost and send you a replacement. For returns that are not due to a defect, return shipping is the customer’s responsibility. Please contact support@jellykey.com first so we can help.
What is the Jelly Key guarantee?
Every keycap is cast, sanded and painted by hand, so no two come out exactly alike. Small differences between pieces are the craft rather than a fault. What we do promise is that yours arrives as described and undamaged. If it doesn’t, send photos to support@jellykey.com within 7 days of the purchase date and we’ll put it right.
Shipping, privacy & terms
Returns and exchanges
We can’t refund or exchange an order because you changed your mind once production has started or a group buy has been joined. If something arrives damaged or defective, send photos to support@jellykey.com within 7 days of the purchase date and we’ll replace it one to one, shipping on us.
Terms and conditions
We may update these terms and conditions at any time without prior notice. By using jellykey.com you agree to the terms as they stand at the time of use, so we encourage you to review them when you visit. For full details, please see our Terms and Conditions and Privacy Policy.
Shipping and delivery policy
We ship worldwide from Vietnam. Shipping cost is calculated at checkout based on weight and destination. After dispatch, delivery usually takes 3 to 6 days within Asia and 7 to 15 days to the United States and Europe. We can’t deliver to PO boxes or restricted areas. For full details, see our Shipping Policy.
One-to-one replacement policy
We have offered a replacement policy since day one. If you think there’s a problem with your keycap, email us within 7 days of the purchase date. We’ll look at it with you and find a fair answer. Contact support@jellykey.com.
Who we are
Who are we?
We are a boutique keycap maker creating artisan keycap products. Our team is made up of craftsmen, artists, and tech lovers who value the human touch in every piece. We shape imagination and inspiration into handcrafted keycaps for your mechanical keyboard. Learn more about us.
Where is Jelly Key located?
The Jelly Key team is proudly based in Vietnam, a place where inspiration is around every corner.
Do you have a store, or accept local customers?
We don’t have a physical store yet. We work out of a small studio with our artisan team. If you’re local and want to arrange something, reach out at support@jellykey.com.
Do you have Asian language sites (Chinese / Korean / Japanese)?
Not yet, but it’s something we’re looking into. For now, please contact us in English at support@jellykey.com.
How can I identify a genuine Jelly Key product?
Every genuine Jelly Key keycap is marked with the words Jelly Key on the underside, and each one comes with a dog tag carrying a unique serial number. If you buy from another seller, please check that the serial number matches the dog tag included in the packaging.
Are your products handpainted, and what are they made from?
Yes. Our products are 100% handcrafted and handpainted. Each keycap is cast from resin in many layers and colored by hand by our Jelly Key artisans.
How can I contact Jelly Key for support?
If you have a question, or just want to talk about keycaps, we’re a message away at support@jellykey.com. You can also find us on Facebook, Instagram, X, YouTube, TikTok and Reddit, or come and say hello on our Discord. See our Contact page.
New to mechanical keyboards?
What is an artisan keycap?
An artisan keycap is a single key made by hand instead of moulded in a factory. It’s cast in resin, layer by layer, then sanded and painted by an artisan, so each one comes out slightly different. It replaces one key on your mechanical keyboard, usually Escape or Enter, and turns it into a small sculpture. Read more about what an artisan keycap is, or browse the artisan keycaps we are making now.
What is a keycap profile?
Keycap profile refers to the standardised shape and height of a keycap family, such as Cherry, OEM, DSA, or SA. Profiles vary in height (low, medium, or high) and can be sculptured or flat. The name simply describes the keycap’s form, not the material it is made from. Ours are cast for the standard Cherry MX stem, so they drop onto most boards; see the current artisan keycaps.
What is a group buy?
A group buy, also known as collective buying, is when a product is offered at a set price on the condition that a minimum number of buyers commit to purchase. It is the most common way artisan keycaps are sold, since they are produced to order in limited runs. You can see which of ours are open, and which have closed, on our artisan keycaps page.
What is a keycap?
A keycap is the small cover placed over the switch of a keyboard key. It usually shows the character or function of that key, and it can be swapped to change the look, feel, or even the function of your keyboard. Swapping one for a handmade piece is the whole idea behind what an artisan keycap is.
What is a mechanical keyboard?
A mechanical keyboard uses an individual spring-activated switch under each keycap, instead of a single rubber dome membrane. This gives a more precise, durable, and satisfying typing feel, which is why mechanical keyboards are so popular with enthusiasts. Because the switch stem is a standard shape, you can lift off any keycap and put an artisan one in its place: here is how we make them.
What are keyboard switches?
A switch is the mechanism under each keycap that registers a keypress. Switches are what make one mechanical keyboard feel and sound different from another, from clicky and tactile to smooth and linear. The switch you choose shapes your whole typing experience. The keycap sits on top of it, so any board with Cherry MX stems will take our artisan keycaps.
Jelly Key update
Where can I share photos of my Jelly Key keycaps?
We love seeing your keycaps in action. You can share and browse owner photos and stories on our My Jelly page.
Does every Jelly Key keycap have a serial number?
Yes. Every keycap we make carries a unique serial number, and each order includes a matching dog tag. If you buy a Jelly Key keycap from another seller, please check that the serial number matches the dog tag. We have included serial numbers since around April 2017.
About the Jelly Key stem design
Our current stem is more flexible and more durable than the original. It has been used from the Mediterranean Beach Resort keycap onward, and all artisan keycaps made from around September 2017 use this design. Please note that it is not a hybrid stem, it is a Cherry MX stem.
Will sold-out keycaps get a second chance?
We read your feedback across our website, Reddit, and our fan page, and we know how much you want another shot at the keycaps you missed. While most group buys are not reopened once closed, we do occasionally bring back favourites through special sales or raffles, so keep an eye on our channels.
Small acts that help save sea life
From our World of Coral giveaway, more than 2,000 people joined to share small ways they help protect the ocean, such as cutting up six-pack rings before recycling, picking up litter near the water, and using fewer plastic bags. Thank you to everyone who took part.
Still stuck?
Email us and a person reads it. We answer within 24 hours on working days.