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FREQUENTLY ASKED QUESTIONS

  • Golden Week Holiday Announcement

    【Golden Week Holiday Announcement】

    KEEN Online store Customer service will be closed during Golden Week, 27 April 2019 (Sat) ~ 6 May 2019 (Mon). Orders can be placed but any inquiries sent during this period will be replied after 7 May 2019 (Tue).

     

    Order

    Order is available during Golden Week.

     

    Shipping

    <Convenience store payment>

    Ordered and payment completed after 26 April 2019 6AM will start shipping from 7 May 2019 (Tue). ※Without payment, your gear will not be shipped.

     

    <C.O.D / Credit card payments>

    Your gear will be shipped 1~2 business days. ※Except weekends and public holidays

     

    Thank you for your understanding.
    Wish you have a great holiday!

    KEEN Online store customer service

     

  • 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
  • 公式オンラインストア以外でご購入された商品について

    お手数をお掛けし申し訳ございませんが、直営店、店頭、他社サイト、そのほかKEEN取扱店にてご購入された商品の修理・返品・交換については、直接ご購入店までお問合せください。

  • 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 11am - 3pm (closed weekends & holidays)

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

    Tel (Toll free): 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

  • Password reset requirement

     

    Thank you for shopping with KEEN Online store.

     

    We are pleased to announce the renewal of our website on 28 March 2018!

     

    Due to this renewal, password resetting is required for those have been a member of KEEN online store before 28 March 2018. We deeply apology for this inconvenienced caused.

     

    < Password reset steps >

    1. On sign in page, click “Forgot password?”
    2. Enter your registered email address and click “Continue”
    3. You will receive an email, which titled “You requested a password reset?” in few minutes. Click the URL in the email.
    4. Enter your new password and click “Apply”.
    5. Now your password has been reset.
    6. Sign in with your new password and enjoy shopping!

     

    Thank you for your understanding.

  • 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

  • How can I exchange a product?

    Product Exchanges

     

    The KEEN Official Online Store is unable to process exchanges. To exchange a product, please return the product you have and then make a new purchase of the desired product.

     

    For this reason, the eligible product guidelines are the same as those given in the Product Returns section.

     

    Please see Online Return Policy.

  • 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

  • Holiday season announcement

    11 December 2018

     

    Shipping during holiday season

    27 December 2018 (Thursday) 06:00 am ~ 06 January 2019 (Sunday)

    Orders which are settled payments during above period, will be shipped as below.

    <C.O.D / Credit card payments>

    Start shipping from 04 January 2019 (Friday)

    <Convenience payment>

    Start shipping from 07 January 2019 (Monday)

     

    Online customer service

    We will be closed from 28 December 2018 to 06 January 2019.

    Inquiries received during above period, we will reply on 07 January 2019 (Monday) or after.

     

    Thank you for your understanding.
    Wish you have a great holiday!

  • Delivery delay may be expected

    01 October 2018

     

    Dear Valued Customers,

     

    Due to typhoon hit in Japan on 29 September 2018 - 01 October 2018, 

    delivery of your shoes is expected to be delayed.

    We apology for any inconvenience caused.

     

     

    The most up-to-date delivery status is listed on the Yamato Website.

     

    For inquiries regarding to our products or online store, please contact customer service.

     

    KEEN Online store customer service

    Toll Free 0120-530-570

    Business hours 11:00~15:00 (Except Sat/Sun/Public Holidays)

    Email address info.japan@keenfootwear.com

     

    Thank you for your understanding.

    KEEN Japan

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