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HELP CENTRE


  • How can I create a return label?

    To return your item(s) please follow the steps below to create a prepaid UPS return label:

    1. Go to www.keenfootwear.com and click "sign in" (even if you do not have an account), which is in the top right hand corner of our homepage.
    2. Under “CHECK ORDER” please enter your Order Number, Order email address, the delivery postcode and click on "CHECK STATUS" 
      If your order number starts with "WKEU" please contact our Fan Service Team.

    mceclip0.png3. Choose "RETURN MY ORDER". 

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    4. Select the item(s) you wish to return and the specify the return reason. Please check the correct quantity is listed.

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    5. Click on "RETURN ITEM(S)" and then "CONFIRM RETURN" to print your labelmceclip3.png

    6. Follow the instructions on the first page of the printed prepaid return label and take the parcel to your local UPS drop-off point, which you may find at www.ups.com

     

  • I cannot create a return label, what can I do?

    If you are having difficulty creating a return label, please make sure you use the correct order number (on your Packing list you can find it under PO number and it starts with KEU/PKEU), the email address and postcode you used for the order.

    If your order number starts with WKEU or if above does not work please 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.
    0031 10 22 14 038 (International)**
    **Call charges vary according to service provider.

  • Where can I drop off my parcel to return?

    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.

     

  • How can I arrange a return?

    Returns are country-specific. Please look up the details for your own country that your order was placed.

    Returns are FREE when using a UPS Access Point™ Drop off location.

    Locations can be found on the UPS website www.ups.com/dropoff. Please choose the correct country first. We provide a pre-paid UPS return label. To create a return label you can either simply sign in to your KEEN account, select the order you want to return and print the label.

    Have you placed your order using a guest account?

    No worries, you can easily look up your order details and create a return label by following the link https://www.keenfootwear.com/en-gb/login/?orderreturn=true.

    Upgrade option: Returns using UPS Home Collection (surcharges apply)

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

    UPS does offer the possibility of a Home Collection, surcharges apply for this option and are payable directly to UPS. For more 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)..

    How to schedule a UPS Home Collection?

    UPS 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 the 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. We provide a pre-paid UPS return label.

    Austria / Denmark / Ireland / Luxemburg

    Returns are FREE of charge using our KEEN pre-paid UPS return label. Please visit your local UPS website (www.ups.com and select your country) to schedule a home collection. You can select a preferred location, date and time slot convenient to you (excludes same day collection, weekends and public holidays).

  • 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 resaleable condition. Meaning that you have kept all original packaging and labels and that it is undamaged and unused.

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

    How can I create a return label?

    How can I arrange a return?

    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. 

    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 re-order. 

     

     

  • Which products cannot be returned?

    The following products are not eligible for return:

    - Where a product has been personalised for you, or made to your specific measurements.

    - Insoles that have been personalised to your specific size.

  • 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?

    Returns are country-specific. Please look up the details for your own country that your order was placed.

    Belgium /France / Germany / Italy / Netherlands / Spain / United Kingdom
    No, we don't. Returns are FREE of charge via your local UPS Access Point™ Drop off location when using our prepaid UPS label. You can also upgrade to the UPS Home Collection service, please note surcharges apply which are payable directly to UPS.


    Austria / Denmark / Ireland / Luxemburg

    Returns are FREE of charge using our KEEN pre-paid UPS return label. Please visit your local UPS website (www.ups.com and select your country) to schedule a collection. Exceptions to our Return Policy you can find here.

     

    Exceptions to our Return Policy
    How can I arrange a return?

  • 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).

  • When and how 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.

    If you chose KLARNA - Kauf auf Rechnung* as your payment option, we will inform KLARNA about the receipt of returns once it has been processed. Your invoice will then be updated (if you have already paid your invoice, KLARNA will then contact you regarding the refund)

    (* payment option available in Germany, The Netherlands only)

  • 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. Please select “Received Damaged Item” as return reason when creating the return label. More information about how you can create a return label click here.

    How can I create a return label?

    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 accoding to the 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 alternative postal or delivery service, please ensure that you obtain proof of postage for returns 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. 

    How can I create a return label?

    How can I schedule a return?

  • 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 endeavour to assist with your request.

    Our customer service team is available Monday - Thursday 10.00 - 17.00 hrs (CET) and Friday 10.00 - 16.30 hrs (CET).:

    FREE PHONE TEL: 00800 44 55 44 55*
    *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.

     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.
    Vasteland 100
    3011 BP 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

  • Is it possible to make an exchange?

    Our warehouse does not send out exchanges automatically. If you want to exchange the item for a different colour, size or an alternative style we’d kindly ask you to return your order or your items and place a new order. You will be refunded once our warehouse receives and processes your return.

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

    How can I create a return label?

    How can I arrange a return?