FAQ for UK customers specific
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How can I return my order from the UK?
To get a return form please follow this link
https://www.keenfootwear.com/en-gb/login/?orderreturn=true
Please fill in the returns form and add all items you will return to us.
You can find your order number (KEU, WKEU or PKEU) either on the packing list of your order or in your confirmation email.
Next, print the returns form and enclose it in the return package. Then, close the return package securely to avoid damaging of the items inside.
To create a Royal Mail shipping label please follow this link
https://www.royalmail.com/track-my-return/create/4352
It is important that all information are entered correctly. Wrong information can delay the return process!
If you return several items, select the return reason which is most applicable for the entire return and specify the reasons for each item on the return form.
Print the shipping label according to the instructions on the Royal Mail website either at home or at the post office.
Find a nearby post office or Royal Mail customer service point if you scroll down or follow this link: https://www.royalmail.com/services-near-you#/
You will receive a refund on the account you have used to pay your order with as soon as we have received back the shoes. Please note, all items need to be in a proper condition.
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Can I cancel my order?
We start to process your order as soon as it's placed, to ensure it gets to you as quickly as possible. Due to this, there isn't a delay that allows us time to cancel or change orders once they're submitted.
On rare occasions, we may still are able to intercept the parcel and stop the delivery process. Please contact us either by phone or email clearly stating in the subject line 'CANCEL ORDER REQUEST' and we will do our utmost to assist your request.
If your parcel has already been dispatched, please wait to receive your order and return it or simply refuse it when the courier tries to deliver.
Should you have any questions, just contact our Fan Service Team by email, phone or directly via our Online Contact Form. Please follow this link to see our contact details.
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Why take the shipments to the UK longer?
The dispatch of UK orders takes a few days as all necessary paperwork for the customs department have to get prepared.
That's why our delivery time to the UK is 5 - 8 business days.
As soon as your order is dispatched you will receive an automated email with the tracking information. -
How is the longer delivery time of my order related to Brexit?
The Brexit Trade Agreement between the United Kingdom and the European Union has led to changes in the way goods are transported and shipped between Europe and the UK.
From 1st January 2021, all shipments are considered imports/exports and need to go through a customs clearance process before they can cross the border from or to the UK.
Necessary paperwork for the customs department has to get prepared to ensure a smooth delivery. This paperwork gets prepared before orders get dispatched, therefore the dispatch of UK orders take longer. -
Will there be additional costs when ordering from KEEN (duties/taxes)?
Unless not other mentioned, KEEN will do all necessities to keep the shipping and returning free from additional, unexpected charges.
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Where is my order?
As soon as your order has been dispatched you will receive an automated email with the tracking information.
Please follow this link to check on the status of your delivery and add the tracking number which is mentioned in the email. -
When will my order be dispatched?
We are processing your order as quickly as we can.
The dispatch of UK orders takes a few business days as all necessary paperwork for the customs department is getting prepared.
As soon as your order is dispatched you will receive an automated email with the tracking information.
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What is the tracking number of my order?
Your order will be sent with UPS and you should receive email updates about the delivery of your order. Among them, you can find an 18 digit reference starting with 1Z.
If you did not receive such a number please contact our Fan Service Team by email, phone or directly via our Online Contact Form. Please follow this LINK to see our contact details.
