HELP CENTRE


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  • Why do I need to pay surcharge?

    UPS is the standard carrier we work with and the pickup option in a UPS shop is for all orders free as well as for orders with an order value higher than GBP 89 / EUR 99 / DKK 899. If other carriers like DPD or DHL (in Germany only) is more suitable for you, we’ll ask for a small surcharge for home delivery and deliveries to a pickup shop.

    Please be informed if you return your order, a possible surcharge for special delivery options won’t be refunded.

  • Why I'm not able to chose pick up options?

    Please go back to the delivery details and check if you have entered a correct postal code.

  • Can I chance the delivery partner after placing an order?

    Unfortunately, it is not possible to change the delivery partner or delivery option after an order is successfully placed.

  • Do you offer free delivery?

    Please find below an overview of the delivery options in your country and the surcharge applicable to your delivery country:

     

    Country Carrier PUDO option and
    surcharges if applicable
    Home Delivery option and
    surcharges if applicable
          below order threshold
    GBP 89/EUR 99/DKK 899
    above order threshold
    GBP 89/EUR 99/DKK 899
    Germany UPS FREE EUR 4.95 FREE
    DPD EUR 2.95 EUR 4.95 EUR 4.95
    DHL option not available yet EUR 4.95 EUR 4.95
    Netherlands DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    United Kingdom UPS option not available FREE FREE
    Ireland DPD option not available EUR 4.95 EUR 4.95
    UPS option not available FREE FREE
    Belgium DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    Spain DPD EUR 3.95 EUR 5.95 EUR 5.95
    UPS  FREE EUR 5.95 FREE
    Denmark UPS FREE DKK 36.00 FREE
    DPD option not available DKK 36.00 DKK 36.00
    Luxembourg UPS FREE EUR 4.95 FREE
    DPD EUR 2.95 EUR 4.95 EUR 4.95
    France DPD FREE EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    Austria DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS  FREE EUR 4.95 FREE
    Italy UPS  FREE EUR 6.95 FREE
    DPD EUR 6.95 EUR 6.95 EUR 6.95
  • Can I change my delivery address?

    Unfortunately, our systems do not allow us to change an order once it has been processed. Our delivery partners normally allow you to add specific delivery instructions, including a change of address. This service is only available once you have received your delivery notification, usually the day prior to your parcel is being delivered. Services may vary by country, we recommend you to track your order and check all available options for your country. Once the order has been dispatched, you will receive an email with the tracking information.

    Please note: To the UK, we ship with UPS only.

  • How can I track my parcel?

    The courier you have chosen at the check out step 2 will confirm the dispatch by emailing you containing your tracking information. In the UK we ship with UPS only. Should you have any questions just contact our Fan Service Team by email info.europe@keenfootwear.com, phone or directly via our Online Contact Form.

  • How long before my order will be delivered?

     

    Delivery time:
    Standard EU Mainland: 1-5 business days

    UPS Standard UK: 4-9 business days* 

    Dispatched from our warehouse in 's-Heerenberg, The Netherlands.

     

    UPS will confirm when your parcel has been dispatched by email which will also contain your tracking information.

    *might be subject to carrier capacity
  • Delivery Service: Who will deliver my order?

    Our transport partners are UPS, DPD and DHL.

    What partner delivers your order depends on what you have chosen when placing the order. After the order is dispatched, you received an automated email with the tracking information. In this email, you can see what transport partner will deliver your order. If you have not received an email, please contact our Fan Service Team by email, phone or directly via our Online Contact Form.

    Please note: 

    In the UK we ship with UPS only.

    DHL only available for Germany.

  • Delivery costs and services

    Please find below an overview of the delivery options in your country and the surcharge applicable to your delivery country:

    Please note: it is not possible to change the delivery partner or delivery option after the order is successfully placed.

     

    Country Carrier PUDO option and
    surcharges if applicable
    Home Delivery option and
    surcharges if applicable
          below order threshold
    GBP 89/EUR 99/DKK 899
    above order threshold
    GBP 89/EUR 99/DKK 899
    Germany UPS FREE EUR 4.95 FREE
    DPD EUR 2.95 EUR 4.95 EUR 4.95
    DHL option not available yet EUR 4.95 EUR 4.95
    Netherlands DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    United Kingdom UPS option not available FREE FREE
    Ireland DPD option not available EUR 4.95 EUR 4.95
    UPS option not available FREE FREE
    Belgium DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    Spain DPD EUR 3.95 EUR 5.95 5.95
    UPS  FREE EUR 5.95 FREE
    Denmark UPS FREE DKK 36.00 FREE
    DPD option not available DKK 36.00 36.00
    Luxembourg UPS FREE EUR 4.95 FREE
    DPD EUR 2.95 EUR 4.95 EUR 4.95
    France DPD FREE EUR 4.95 EUR 4.95
    UPS FREE EUR 4.95 FREE
    Austria DPD EUR 2.95 EUR 4.95 EUR 4.95
    UPS  FREE EUR 4.95 FREE
    Italy UPS  FREE EUR 6.95 FREE
    DPD EUR 6.95 EUR 6.95 EUR 6.95
  • Do you have delivery restrictions?

    Unfortunately, we cannot deliver to the following:

    • Non-UPS-packing stations
    • Unmanned packing stations
    • P.O Boxes
    • Multiple addresses

    Additional delivery restrictions for:

    United Kingdom
    Channel Islands, Jersey, Isle of Man and Gibraltar

    France
    Martinique, Réunion, Monaco, Guadeloupe, Guyana, New Caledonia, Mayotte, St-Pierre, Wallis and the Futuna Islands

    Germany
    Island Helgoland and area of Büsingen

    Italy
    Livigno, Campione d'Italia, San Marino and Vatican City

    Spain
    The Canary Islands, Ceuta, Melilla, Alborá Island, Chafarinas Islands, Alhucemas Island, Perejil Island, Peñón de Vélez de la Gomera or Al Hoceima

    USA Military based in Europe.
    Unfortunately, via our European webshops, we are not able to ship to APO addresses. Please place your order on our US webshop using the USPS Priority shipping (United States Postal Service).

     

    Should you have any questions just contact our Fan Service Team by email, phone or directly via our Online Contact Form.

    Email:
    info.europe@keenfootwear.com
    Phone:
    00800 44 55 44 55 (FREE* PHONE)
    *From landlines. For mobile and other devices, availability is subject to your network provider, charges may apply and can vary according to service provider.

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

  • Do you offer free delivery?

    Yes, delivery is free of charge.

  • Delivery cut off: When will my order be dispatched?

    An order placed before 12.00 hrs CET will normally be dispatched the same day, after 12.00 hrs they will be dispatched the next business day. Business days are Monday through to Friday excluding public holidays*. 

    FOR UK ONLY: due to customs regulations and needed paperwork the orders will be dispatched within 72 hrs after placing the order. 

    * Public holidays apply to both The Netherlands and your delivery country.

  • Do you offer next day delivery?

    At this present time, we cannot offer next day delivery.

    Please note services may vary by country. We recommend you visit your local UPS site and enter your Tracking ID for all available options for your country.

    Depending on your country UPS may offer the option to either change your delivery details or the possibility of an upgrade service for weekend delivery options (this service is only available once you have received your delivery notification from UPS which usually the day prior to your parcel is being delivered). On receipt of your delivery notification, you may be given the option to upgrade for an additional fee payable directly to UPS).

  • Do you offer international delivery?

    Unfortunately, at this time we only deliver to the following countries:

    Austria
    Belgium
    Denmark
    France
    Germany
    Ireland
    Italy
    Luxembourg
    Netherlands
    Spain
    United Kingdom.

    We do however partner with international dealers that may be able to assist further in finding our product locally. In order to view our global dealer list follow the link below. 

    https://www.keenfootwear.com/stores/dealers/

  • Where can I find this shoe locally?

    Unfortunately, we do not have access to what stock our retail partners are carrying. The best option is to follow our store locator link to find stores around you that are carrying KEEN's in general. We recommend calling the retailer to see if the specific style you are interested in is available before visiting the store.

    You can find the link to the country-specific store locator in the upper left corner next to your country flag.