0
Search Icon
We use cookies to ensure that we give you the best experience on our website. By continuing to use our site, you agree to our use of cookies.

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 and the delivery postcode and then click on "CHECK STATUS" en-gb_return_1.JPG
    3. Choose "RETURN MY ORDER" and select the item(s) you wish to return and the specify the return reason.en-gb_return_2.JPG
    4. Click on "CONFIRM RETURN" to print your label.
    5. 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

     

  • 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 re-saleable condition. We would expect this to mean that you have kept all original packaging and labels, and that it is undamaged and unused.

    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 reorder. If you need to exchange your purchase for a different size please contact our Fan Service Team for assistance with your exchange request.

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

    www.keenfootwear.com/returns

  • Do you charge return fees?

    No, KEEN does not charge return fees. Exceptions to our Return Policy you can find here.

  • 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).

  • Where can I drop my parcel?

    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.

    Please note that UPS offers drop off to a local UPS Access Point™ only. The KEEN Standard Service return fee will apply from the UPS Access Point™ to the parcel’s end destination. We provide a pre-paid return label; simply sign in to your KEEN account, print the label and follow the instructions on the return label. 

  • How can I schedule a return?

    This is country specific. Please look up the details for your own country.

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

    UPS offers the possibility of a Home Collection and your parcel will be picked up by UPS.

    Surcharges apply in addition to the KEEN Standard Service return fee. Charges vary depending on which collection option you select, and are payable directly to UPS. For 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).

    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 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. Please note that the Standard Service return fee described above will be applied in addition to any surcharge services that you select directly with UPS. We provide a pre-paid return label; simply sign in to your KEEN account, print the label and follow the instructions on the return label.

    Austria / Denmark / Ireland / Italy / Luxemburg

    Please visit your local UPS website to schedule a collection. You can select a preferred location, date and time slot convenient to you (excludes same day collection, weekends and public holidays.

  • When 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.

  • 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. Should you have any questions just call our Customer Service Team.

    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

  • 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 alternate 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. 

    www.keenfootwear.com/returns

  • 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 endeavor to assist with your request.

    Our customer service team is available 09.00 - 18.00 hrs (CET), Monday - Friday:

    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.

     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.
    Lloydstraat 62
    3024 EA 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

  • What is your exchange policy?

    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 reorder.

Wilderness is not a luxury
but necessity of the human spirit.

– Edward Abbey

JOIN THE FAMILY

Enter your email address below and get 10% off your first order. For first time newsletter subscribers only.

Welcome! Now you'll be the first to know what's new around here.

To the top