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. We apologise for any inconvenience.
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 already has been dispatched please wait to receive your order. If your order is not suitable you can simply return your order. Once your return has been received and processed at our warehouse we will refund your account. If you chose KLARNA* / Open Invoice as your payment option, we will inform KLARNA about the receipt of returns. (* payment option available in Germany, The Netherlands only)
If you still have questions, we are available:
Monday-Thursday 10 am - 5 pm CET, Friday 10 am - 1 pm
You can email us at
info.europe@keenfootwear.com.
You can find your order number on your order acknowledgement or delivery confirmation email and can also be found on the top of the packing list that you received inside your parcel. If you have created an account, simply sign in to view your order details. Our current order numbers start with prefix EU- followed by 6 digits (f.e. EU-123456)
(Orders placed before April '23 start with one the of the following prefixes: KEU, WKEU or PKEU, followed by 7 numbers. (f.e. KEU1234567))
After successfully placing your order through our website - you can directly download your Invoice from the confirmation page.
Next to that you will receive a copy of the invoice by email on the address you registered your order with. In the email you will find your Invoice attached as pdf-file.
Currently we can only offer our invoices in English.
Like every brand, we also suffer from websites that pretend being an authorized dealer for KEEN or act on behalf of KEEN. Unfortunately, we cannot prevent this from happening, but we do our utmost best to take these fake websites down. It is a long, legal process but we aim to get these websites off the web.
We understand if you went shopping around to get the best deal, but if you have the feeling that you might have ordered from a fraudulent website; please reach out to our Customer Service to ask for advise.
Sometimes it can be very hard to recognize a fraudulent website as they often use official imaging and us a similar lay-out and design, but usually you can recognize these websites ticking off a few flags:
- Website name refers to a KEEN model, rather than the brand (f.e. KEENTARGHEE or KEENBOOTS)
- Prices are significantly lower, not only on sale items - but every model is discounted.
- Odd pricing carried out - not rounded prices like .00 or .99
- Older models offered that are no longer available at any other KEEN authorized dealer.
- Use of long, illogical, generic order numbers.
If you have found out you might have ordered from a fake website; please directly contact you bank or credit card company and ask them if they can still stop the transaction, or try to block the account.
If you want to read more on safe shopping please have a look at our US Blog here.
All KEEN affiliated websites you can find here. And of course you can find your favorite KEEN models at your local (r)e-tailers.
