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FREQUENTLY ASKED QUESTIONS

  • GW期間中の発送について

    2018年 GW休業期間に関するお知らせ

    下記期間中、お問い合わせ業務窓口および発送業務を休業いたします。

    【休業期間】

    2018年4月28日(土)~2018年5月6日(日)

    【電話・メールでのお問い合わせについて】

    上記期間中は、お問い合わせ窓口を休業いたします。

    2018年5月7日(木)以降、順次対応いたします。

    【注文・発送について】

    休業期間中も、ご注文をいただくことはできますが、

    4月27日(金) 朝6時以降のご注文はお届けまでに多く日数をいただきます。

    お急ぎの場合、なるべくお早めにご注文いただきますようお願いいたします。

     

    4月27日(金)朝6時 から 5月1日(火)朝6時までのご注文→ 5月1日(火)~5月2日(水)中の発送

    5月1日(火)朝6時 から 5月7日(月)朝6時までのご注文→ 5月7日(月)以降、順次発送いたします。

    kol_gw_2018.PNG

    ※スケジュールは目安となります。

    ※天候やお盆期間による配送業者都合の遅延が生じる場合がございます。予めご了承ください。

     

     

     

     

     

     

  • パスワード再設定について<2018年3月28年以前に会員登録いただいたお客様へ>

    <2018年3月28年以前に会員登録いただいたお客様へ>

    KEENオンラインストア カスタマーサービスでございます。

    平素よりKEEN製品をご愛顧いただき誠にありがとうございます。

    当サイトの3月28日付けでのサイトリニューアルに伴い、旧サイト(リニューアル以前の公式オンラインストア)にて会員登録いただいたお客様におかれましては、ログインの際パスワードのご変更をいただく必要がございます。

    旧サイトよりお引き立ていただいたすべてのお客様へ多大なるご不便をおかけいたしますことをお詫び申し上げます。

    以下の通り、パスワード再設定方法をご案内いたしますのでご確認のうえ、お手続きいただきますようお願いいたします。

    KEENオンラインストアカスタマーサービス

     

    <パスワード再設定方法>

    1.ログイン画面より『パスワードをお忘れですか?』をクリック

    2.お客様のメールアドレスの入力し『パスワード再設定手続きに進む』をクリック

    3.数分ほどでご案内メール『パスワードの再設定についてご案内します』が届きますので、メールに記載のURLをクリックし、表示される画面より新しいパスワードをご入力ください。

    4.パスワードの再設定が完了しましたら、新しいパスワードにてログインしていただけます。

      引き続きお買い物をお楽しみください。

     

  • What is KEEN Online’s return policy?

    Online Return Policy (for Official Online Store purchases)

    If within 30 days you are not entirely happy with your purchase from the KEEN Official Online Store (www.keenfootwear.com), you may return it to us. For the returns process you will need the return request form that is included with the product shipment, so please keep that form in a place you will not lose it.

    Since returns are not accepted 31 days or longer after purchase, please check product condition and fit carefully upon product delivery.

    If the delivered product has a flaw or manufacturing defect, or if different from what you ordered, please send back to us as recipient-pays delivery to receive an exchange for a proper product. Note that in case of product damage caused after delivery, we are unable to accept for exchange.

    Please note that we are unable to accept product for return in the following cases. Please beware that if any of these conditions apply to product that is returned to us, we will send the product back as recipient-pays delivery:

    • 31 days or longer have passed since purchase
    • You do not have product receipt, sale events, online sale campaigns, flea markets, or auctions.
    • In cases where product exchanges are granted, please understand that size and color choices are limited to the available inventory in stock.
    • Products purchased on our online store are not eligible for return or exchange at our physical retail stores.

     

    Return Process:

    If you wish to return a product, please contact Customer Service, or follow the simple online procedure: keenfootwear.com/returns

    Returning your product:

    When you send your product in for return, please send as recipient-pays delivery (use the delivery company of your preference). If you paid for the delivery to us, please beware that the delivery fee is not eligible for a refund.

    Payment refund after product return:

    Payment refunds are processed according to the payment method used at time of purchase. Your refund will be processed in one of the methods described below.

    Credit Card Payment Purchases

    Refunds will be made to the credit card account from which original purchase was made (either as a full refund or as an offset of one portion of the total payment). Please allow some time from the completion of the refund process until the funds are actually paid into the account

    According to the timing of the purchase and the return relative to the monthly closing data of your credit card, the funds may be paid out once and then credited back to the account on the following month’s payment cycle.

    Refund timing:

    • Payment timing differs according to your particular credit card company, and it may take as long as two payment cycles (months) for the funds to be credited to the account.
    • For inquiries about the expected payment date or other payment terms, please contact your credit card company directly.

     

    COD or Convenience Store Payment Purchases

    Refunds will be made to Japan-based bank account of the customer’s choosing during the refund process (KEEN will pay the transaction fee).

    The refunded amount will be the product price paid at purchase plus the consumption (sales) tax paid.

    Please understand that any shipping fee or COD service fee paid cannot be refunded as that service was already provided.

    If due to special circumstances an alternative refund method is requested by the customer and approved by Customer Service, any services fees for the refund will be paid by the customer.

    Refund timing:

    • It will take about 3 weeks for the refund to be deposited to the account indicated by the customer on the Return Request Form during the returns process

     

    If you forget to indicate a bank account during the returns process, please contact Customer Service

    For Customer Service Inquiries about products purchased on the KEEN Official Online Store, please contact our Customer Service experts:

    KEEN Online Customer Service Hours: Monday-Friday 10am - 5pm (closed weekends & holidays)

    Address:
    KEEN Japan GK
    Hachiyamacho 13-16
    Shibuya-ku, Tokyo

    Tel (Free dial): 0120-530-570

    (We apologize in advance for times our lines are busy due to heavy volume)

    Email: info.japan@keenfootwear.com 

    You may process your refund via our simple process on our online store. Please follow the guidance below:

    Start a Product Return

  • Payment refund after product return

    Payment refunds are processed according to the payment method used at time of purchase. Your refund will be processed in one of the methods described below.

     

    1. Credit Card Payment Purchases

     

    Refunds will be made to the credit card account from which original purchase was made (either as a full refund or as an offset of one portion of the total payment). Please allow some time from the completion of the refund process until the funds are actually paid into the account

     

    According to the timing of the purchase and the return relative to the monthly closing data of your credit card, the funds may be paid out once and then credited back to the account on the following month’s payment cycle.

     

    Refund timing

    • Payment timing differs according to your particular credit card company, and it may take as long as two payment cycles (months) for the funds to be credited to the account.
    • For inquiries about the expected payment date or other payment terms, please contact your credit card company directly.

     

    1. COD or Convenience Store Payment Purchases

     

    Refunds will be made to Japan-based bank account of the customer’s choosing during the refund process (KEEN will pay the transaction fee).

     

    The refunded amount will be the product price paid at purchase plus the consumption (sales) tax paid.

     

    Please understand that any shipping fee or COD service fee paid cannot be refunded as that service was already provided.

     

    If due to special circumstances an alternative refund method is requested by the customer and approved by Customer 

    Service, any services fees for the refund will be paid by the customer.

     

    Refund timing:

    • It will take about 3 weeks for the refund to be deposited to the account indicated by the customer on the Return Request Form during the returns process
    • If you forget to indicate a bank account during the returns process, please contact Customer Service

     

    For Customer Service Inquiries about products purchased on the KEEN Official Online Store, please contact our Customer Service experts:

     

    KEEN Online Customer Service Hours:

    Monday-Friday 10am - 5pm (closed weekends & holidays)

     

    Address:

    KEEN Japan GK

    Hachiyamacho 13-16

    Shibuya-ku, Tokyo

     

    Tel (Free dial):

     0120-530-570

    (We apologize in advance for times our lines are busy due to heavy volume)

     

    Email:

    info.japan@keenfootwear.com 

      

    You may process your refund via our simple process on our online store. Please follow the guidance below

     

    Start a Product Return

  • Is there a chart where I can see KEEN product sizing?

    www.keenfootwear.com/help/size-guide

    JP SIZE

    US

    UK

    EU

    CM LENGTH

    25

    7

    6

    39.5

    24.4

    25.5

    7.5

    6.5

    40

    24.8

    26

    8

    7

    40.5

    25.4

    26.5

    8.5

    7.5

    41

    25.7

    27

    9

    8

    42

    26

    27.5

    9.5

    8.5

    42.5

    26.7

    28

    10

    9

    43

    27

    28.5

    10.5

    9.5

    44

    27.3

    29

    11

    10

    44.5

    27.9

    29.5

    11.5

    10.5

    45

    28.3

    30

    12

    11

    46

    28.6

    31

    13

    12

    47

    29.4

    32

    14

    13

    47.5

    30.2

    33

    15

    14

    48

    31

    34

    16

    15

    48.5

    31.8

    35

    17

    16

    49

    32.6

  • How do I create an account on the KEEN Online Store?

    CREATING AN ACCOUNT

     

    It’s easy to create an account with KEEN. You can either click Sign In or follow the prompts when placing an online order.

     

    While you can place an order without creating an account, having a KEEN account gives you these benefits:

    • Order history verification
    • Faster, easier checkout

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