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HELP CENTRE


  • What is your online return and exchange policy?

    We want you to be happy with your purchase. If within 30 days of receipt of your order you are not entirely happy with your purchase from keenfootwear.com, you may return it to us. It is important that any unwanted item unless faulty, is returned in a re-saleable condition. We would expect this to mean that you have kept all original packaging and labels, and that it is undamaged and unused.

    Exchanges:

    The warehouse does not send out exchanges automatically. You will be refunded once the warehouse receives and processes your return. You may reorder at any time as these are two separate transactions. Simply select the exchange option to place an exchange order. If placing an exchange order you will not be charged a return fee as long as you follow the exchange order process. 

    If you are exchanging an item that you purchased using a promotional code valid only for a limited time period, you will be refunded the price paid for the item and the promotional code will not be automatically applied to the reorder.

    It is necessary for you to follow the simple online procedure, so we can swiftly expedite your return or exchange.

    www.keenfootwear.com/returns

  • Why do I have to pay for my exchange order?

    The warehouse does not send out exchanges automatically. The original payment option used to place the order will be refunded once the warehouse receives and processes your return.

  • Do you charge return fees?

    The fees are country specific. Please look up your country:

    Austria/Germany

    Return shipping is free unless the product value of the return is below €40.00, in which case a €6.95 flat return fee will be charged which will be deducted from your return credit. Applicable for returns only, exchanges will not be charged a shipping fee.

    Denmark

    The return shipping charge is a flat fee of DKK 75.00 (for returns only), which will be deducted from your return credit. Exchanges will not be charged a shipping fee.

    Spain

    Our return shipping charge is a flat fee of €6.95 (applicable for returns only), which will be deducted from your return credit. Exchanges will not be charged a return shipping fee.

    France / Belgium / Ireland / Italy / Luxemburg / Netherlands

    The return shipping charge is a flat fee of €4.95 (for returns only), which will be deducted from your return credit. Exchanges will not be charged a shipping fee.

    United Kingdom

    Our return shipping charge is a flat fee of £4.95 (applicable for returns only), which will be deducted from your return credit. Exchanges will not be charged a return shipping fee.

  • Exceptions to our Return Policy

    If you return an item to us outside the terms of our returns policy, we may not refund you. The item may be returned back to you at your expense. You will be notified of this and other associated charges. We reserve the right to charge an administration fee to cover our costs (€15.00/£15/DKK115).

  • Where can I drop my parcel?

    You can drop off your parcel at every UPS Access Point™. Locations can be found on the UPS website www.ups.com/dropoff. Please choose the correct country first.

    Please note that UPS offers drop off to a local UPS Access Point™ only. The KEEN Standard Service return fee will apply from the UPS Access Point™ to the parcel’s end destination. We provide a pre-paid return label; simply sign in to your KEEN account, print the label and follow the instructions on the return label. 

  • How can I schedule a return?

    This is country specific. Please look up the details for your own country.

    Germany / Spain / France / Belgium / Netherlands / United Kingdom

    UPS offers the possibility of a Home Collection and your parcel will be picked up by UPS.

    Surcharges apply in addition to the KEEN Standard Service return fee. Charges vary depending on which collection option you select, and are payable directly to UPS. For information on services and related surcharges, please visit your local UPS website (all applicable surcharges will be applied at the point of scheduling your return).

    Home Collections can be scheduled directly with UPS via their website or by telephone. For returns scheduled via the UPS website you can pay either by credit/debit card at point of scheduling, or cash only payable directly to the UPS driver on collection of your parcel. For returns scheduled by telephone, payment is by cash only which is payable directly to the UPS driver on collection of your parcel. Please note that the Standard Service return fee described above will be applied in addition to any surcharge services that you select directly with UPS. We provide a pre-paid return label; simply sign in to your KEEN account, print the label and follow the instructions on the return label.

    Austria / Denmark / Ireland / Italy / Luxemburg

    Please visit your local UPS website to schedule a collection. You can select a preferred location, date and time slot convenient to you (excludes same day collection, weekends and public holidays.

  • When will I receive my refund?

    We will make any refunds due to you within 14 days of notification of return. Refunds are by the option and currency you used for payment.

  • I have received a damaged item

    If you receive an item that is damaged, or defective, you can return it to us free of charge as long as it is unworn. Should you have any questions just call our Customer Service Team.

    FREE PHONE TEL: 00800 44 55 44 55*
    * From landlines. Call charges from mobiles and other devices will vary according to service provider.

    + 31 10 22 14 038 (International)**
    ** Call charges vary according to service provider

  • Can I return my parcel with an alternative courier than UPS?

    If you plan to return any item(s) without using our UPS prepaid return label service, please contact our customer service team prior for approval. In exceptional circumstances, if you use an alternate postal or delivery service, please ensure that you obtain proof of postage for both returns and exchanges as we cannot be liable for any items that go missing without this. We recommend using a signed service to ensure that the item(s) are returned back to us with sufficient insurance (if applicable). Postage costs incurred sending item(s) back to us not using our UPS prepaid label service will not be refunded by KEEN.

    Please ensure you enclose your order details and return note in the package (without this information we cannot credit your account).

  • Can I exchange my online order at a KEEN retailer store?

    Unfortunately, we do not process direct exchanges in-store and all online orders need to be returned by following the instructions through the link below. 

    www.keenfootwear.com/returns

  • My item was a gift, now what?

    KEEN does not refund/exchange items purchased through independent retailers. However, if the item was ordered through our online store please give us a call and we will endeavor to assist with your request.

    Our customer service team is available 09.00 - 18.00 hrs (CET), Monday - Friday:

    FREE PHONE TEL: 00800 44 55 44 55*
    *From landlines. Call charges from mobiles and other devices will vary according to service provider.

    + 31 10 22 14 038 (International)**
    **Call charges vary according to service provider.

     Or anytime by email - info.europe@keenfootwear.com

  • Do you comply with Distance Selling Regulations?

    Yes, KEEN is compliant with the Distance Selling Regulations. You may cancel your purchase without giving any reason within 14 days from the date on which you receive the product (or for a purchase of multiple products, the day on which you received the last product). If you have paid an outbound delivery charge and you return your order in full, we will refund you the outbound delivery charge. If you are only returning part of the order, then we are not obliged to repay any of the delivery charge. You must contact us within 14 days of receipt of the product to register a return notification and return the item to us in the condition sold within 30 days of receipt. KEEN Europe Outdoor BV reserves the right to make changes without prior notice to ensure we are compliant with any amendments to the European Distance selling regulations where applicable.

    Please note: it is necessary to register your return online using the return function, alternatively you can contact us at the address, email or phone number listed below for return authorisation prior to making the return.

    KEEN Europe Outdoor B.V.
    Lloydstraat 62
    3024 EA Rotterdam, The Netherlands
    EMAIL: info.europe@keenfootwear.com

    FREE PHONE TEL: 00800 44 55 44 55*
    * From landlines. Call charges from mobiles and other devices will vary according to service provider.

    + 31 10 22 14 038 (International)**
    ** Call charges vary according to service provider

  • What is your exchange policy?

    The warehouse does not send out exchanges automatically. You will be refunded once the warehouse receives and processes your return. You may reorder at any time as these are two separate transactions. Simply select the exchange option to place an exchange order. If placing an exchange order you will not be charged a return fee as long as you follow the exchange order process.

    If you are exchanging an item that you purchased using a promotional code valid only for a limited time period, you will be refunded the price paid for the item and the promotional code will not be automatically applied to the reorder.

Wilderness is not a luxury
but necessity of the human spirit.

– Edward Abbey

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