To return your item(s) please follow the steps below to create a prepaid UPS return label:
1. Go to www.keenfootwear.de (link to www.keenfootwear.de/en) and scroll all the way to the bottom and click on "Returns" under Track Orders.
2. If you entered your EU- order number and e-mail address (you have placed your order with), you will be asked which item(s) you want to return and the main reason why. If you have any additional comments on your return, you can enter it in the next section. If not; you can press "Continue".
3. Double check the entered information visible on the overview and press "Submit" if all is Okay or "Go Back" if you want to adjust your return.
4. On the next page you will find the links to your UPS Return label and your packing slip.
5. To create and print your packing slip, please press "Generate Packing Slip".
6. If everything is correct you can print both pages from the overview and finalize your Return.
7. Your Return label will also be send to your email or your can directly open it from the displayed webpage.
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.de, 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.
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.
Returns are harmful to the environment, so we want to help you avoid them. We understand that's not always possible. Purchases made on the KEEN website can be returned within 30 days of purchase for a return fee. All online returns are subject to a return fee, which will be deducted from your refund amount. For every returned item, we will charge a fee of 3.95 EUR. A portion of the fee (20%) will be donated to the European Outdoor Conservation Association (EOCA) to help lower the impact and give back to the planet.
Note:
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).
If you are having difficulty creating a return label, please check if below details are applicable:
Please click here to create your return label.
Make sure you use the correct order number (on your packing list you can find it under PO number, and it starts with EU-, and enter the email address you used for the order.
The menu will show the steps needed to create a UPS return label which you can print out and place on the package.
If you fail to successfully create or print the label, please reach out to our Fan Service as they can provide with a label or guide you through it.
You can find our contact details here.
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.
If you plan to return any item(s) without using our UPS prepaid return label service, please contact our fan service team prior for approval. In exceptional circumstances, if you use an alternative postal or delivery service shipping directly to our warehouse, 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).
Refunds will be processed within 14 days of return notification, via your original payment method and in the original currency.
If you paid via Klarna – Open Invoice*, we will notify Klarna once your return has been processed. Your invoice will be updated accordingly. If you have already paid, Klarna will contact you directly regarding the refund.
Your refund will reflect your purchase amount minus any applicable return charge.
*Available in Germany and the Netherlands only.
If you upgraded your standard UPS delivery to a premium option (e.g. DHL Home Delivery), the additional delivery costs are non-refundable. A return fee will be deducted from your refund for each returned item.
If an item is returned outside our returns policy, we may not be able to process a refund. The item may be returned to you at your expense, and an administration fee of €15.00 may be charged to cover our costs. You will be notified of any applicable charges before these are applied.
If you are located in the European Union, you may have the legal right to withdraw from your online purchase within 14 days of receiving your order, without providing a reason.
If you choose to exercise your Right of Withdrawal within this period, you may return eligible items and receive a refund in accordance with applicable consumer protection laws. Certain products may be excluded from this right where permitted by law.
To exercise your Right of Withdrawal, please click the "Start a return" here.
Once your request has been submitted, we will provide instructions on how to return your items.
You can also click here to learn more.
We do not process exchanges automatically. Once your return has been received and processed by our warehouse, your original payment method will be refunded, minus any applicable return fees.
To order your preferred style or size, please visit keenfootwear.de and place a new order.
If you receive a damaged item, you can return it to us free of charge. Before creating your return label, you must first contact our Fan Service Team via our Online Contact Form so we can ensure your return is processed without any additional charges.
Once our Fan Service Team has been in touch, please select 'Received Damaged Item' as the return reason when creating your return label.
For instructions on creating a return label, click here. For our contact details, click here.
Online orders cannot be returned or exchanged in store. Please follow these instructions to submit your return.
Please note that KEEN cannot refund or exchange items purchased through third-party retailers. If your item was ordered directly through our online store, please contact us via our Online Contact Form and we will do our best to help.
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 authorization prior to making the return.
KEEN Europe Outdoor B.V.
Vasteland 100
3011 BP Rotterdam, The Netherlands
Email: info.europe@keenfootwear.com
We do not process exchanges automatically. If you would like to exchange an item for a different colour, size, or style, please return your item and place a new order at keenfootwear.de/en/.
You will be refunded once our warehouse receives and processes your return, minus any applicable return fee.
Please note that if your original order was placed using a limited-time promotional code, the refund will reflect the price you paid — however, the promotional code will not carry over to your new order.
