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  • Can I cancel my order?

    Many orders are dispatched but are awaiting clearance at the border. In these cases, we can unfortunately not cancel the order any longer.

    When goods are in customs at the border, unfortunately even the forwarder cannot give any estimates on the delays. Please contact our Fan Service department only if 30 days have passed since placing your order.

  • Why are the shipments that much delayed?

    We are seeing significant delays with carriers due to time-consuming import customs clearance processes in combination with increasing COVID-19 affections and subsequent rising illness rates at UK logistics companies. 

    All system processes are new to all partners (retailer, webshops, carriers and customers too), which causes a delay in the entire chain. We are informed that an important British customs system might be even in danger of being overloaded.

    Together with our distribution centre we are doing our utmost to get your order through that process.

    Unfortunately, we also have been informed that some carriers have already temporarily stopped transporting to and from the UK till the situation is controllable again which increases the pressure on all other carriers.

    This results in that we cannot give any lead time guarantees.


    Please be informed that our normal delivery time currently cannot be expected until further notice. 


    Our Fan Service Team does its utmost to answer as quick and order- and delivery-specific as possible. Please be aware that every customer question is specific, and due to above circumscribed situation we, unfortunately, also don't have all answers right away.

    Thank you for your understanding and patience. Very much appreciated!


  • How is the delay of my order related to Brexit?

    The Brexit Trade Agreement between the United Kingdom and the European Union has led to changes in the way goods are transported and shipped between Europe and the UK.

    From 1st January 2021, all shipments are considered imports/ exports and need to go through a customs clearance process before they can cross the border from or to the UK. Because the Brexit deal was finalized shortly before it has come into effect, many customs departments and logistic players did not have sufficient time to prepare for the change. Resulting from that, many shipments are currently still waiting to be processed in the customs departments and cannot be despatched yet.

  • Where is my order?


    Upon receipt of your order the goods will be dispatched usually within two working days. Upon dispatch you receive a UPS tracking ID.

    You can track your order using your UPS tracking ID via: but be aware that when the goods are in customs at the border the tracking system cannot provide accurate information.

  • When will my order be dispatched?

    We are processing your order as quickly as we can, usually within two working days. As a result of Brexit your order must go through a customs clearance process at the border. This is a government-controlled process. Unfortunately, nor we nor the forwarder can give you information on the progress at the border.

  • What is the tracking number for my order?


    Your order will be sent with UPS and you should receive email updates about the delivery of your order. Among them, you can find an 18 digit reference starting with 1Z.


    If you did not receive such a number, please contact our customer service.

  • How can I return my order from the UK?

    You can return your order, just as before Brexit, using the prepaid UPS shipping label you can create via the link


    In addition, you will need an original and 3 copies of a commercial invoice for your return. The download of the template is available via above link too.

  • Guide for Commercial Invoices

    What needs to be included on the commercial invoice?

    Please use the template from the website, it includes all necessary information:

    Where to place the commercial invoice? Does it need to be attached to the package?

    The 1 original commercial invoice and 3 copies need to be placed inside a plastic pouch on the outside of the box. Please keep the pouch open.

    What if I didn't attach the commercial invoice?

    UPS drop-off points will refuse the parcel. We also have been informed that UPS could either contact you or will return the parcel to your address. If you have posted your return without a commercial invoice, we suggest to contact UPS.

    How many copies of the commercial invoice are needed?

    The original and 3 copies need to be placed inside a plastic pouch outside the box. Please keep the pouch open.

    Can I use the commercial invoice template from UPS?

    Yes, a customer can choose which commercial invoice they want to use. The KEEN template is partially filled in already.

    Do I need the Waybill number?

    No, the waybill number is not needed.

    What is the Article Number?

    It's our Item number starting with 10xxxxxx-xx. You can find it on our website or in your order confirmation email.

    Which date do I have to fill in? 

    Please use the current date, when you fill in the commercial invoice.

    Where can I find the country of origin? 

    The country of origin you can find on the shoe box label in the upper right corner.


  • Can I return my parcel without a commercial invoice?

    Unfortunately, a commercial invoice is due to the new shipping regulation mandatory. 


    If you have returned your parcel without, please contact UPS. As far as we are informed UPS will contact you first or will directly return the parcel to you.

  • Where can I get a Commercial Invoice?

    You can find a template for a Commercial Invoice here to download:


    Please have one original and 3 copies in a plastic pouch and bring it together with the parcel to your UPS drop-off point.