First of all; we hate to see that the quality of your pair of KEEN shoes did not meet your expectations!
For any quality issues that is covered by our warranty; please always reach out to the original seller where you got your pair. Whether it is Keenfootwear.de, an online retailer, or a local store.
All our authorized retailers should follow legal regulations and protect your purchase from any unforeseen defects.
For purchases done on www.keenfootwear.de please file your claim here.
For purchases done with other retailers, you can reach out via their Customer Service contacts or contact the shop directly.
It is always important to keep your proof of purchase stored - as this will proof when and where you bought your Keen's and for what price. Without it - retailers have the full right to deny or reject your claim.
We know you depend on us to create hybrid sandals, sneakers, and boots that keep you and your family comfortable and safe outside. We stand behind all KEEN products and guarantee them to be free from manufacturing defects in materials and workmanship for one year from the confirmed date of purchase.
Start your claim here
Please Note: You will need a valid KEEN account to file a warranty claim.
What’s covered?
Defects in original, unaltered, and unmodified materials and workmanship for one year from the date of purchase
This limited warranty program is for use by the original purchaser of the product and is not transferable.
What’s not covered?
Damage caused by normal wear and tear, improper care, misuse, accident, neglect, or the natural breakdown of materials over time, including improper fit or comfort issues.
Products acquired from unauthorized dealers and aftermarket sources — such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products, and final sale/warehouse sales
What if I didn't purchase my KEEN shoes at keenfootwear.de?
We ask that you contact the KEEN retailer of your original purchase to quickly resolve the issue prior to contacting us. In many cases, the retailer will be able to assist you.
What information will I need in order to submit a claim?
Product tag number or style name
Color(s)
Gender
Description of the defect
Date of purchase (attach image of receipt)
Name of store purchased from
What happens if my claim is approved?
If your claim is approved, you will receive "store credit" for the original purchase price for use on keenfootwear.de (or a replacement product at the discretion of KEEN). The store credit is added to your personal account and can be used by entering your 'credit code' during checkout.
Products acquired from KEEN in satisfaction of a warranty claim will be covered under this limited warranty for the remainder of the original twelve (12) month warranty period as measured from the date of purchase of the original product. The warranty period does not restart.
The limited warranty coverage for your defective product terminates upon resolution of your warranty claim. All KEEN warranty decisions are final.
What if I need to return my replacement pair of shoes?
We charge a fee for each returned item, which will be deducted from your credit.
KEEN offers a one year warranty on all our products from the original date of purchase as long as your product was purchased from an authorized KEEN retailer. If you believe your KEEN footwear, clothing, bag or socks are defective for any reason, please contact the KEEN retailer where the original purchase was made. The retailer is the best place to get your warranty issue resolved. Should you need further assistance with your claim for purchases via a KEEN authorized retailer, please contact KEEN via info.europe@keenfootwear.com. For product purchased via www.keenfootwear.de and all other warranty claims, please use our Warranty Claim Form.
We make the warranty process simple and easy. There is no need to send the product in initially; all you need to do is follow the link below to submit our online warranty claim form.
Before your start your claim we ask you to create a customer account on our website so if your claim gets approved, we know where to add your store credit.
www.keenfootwear.de/en/pages/warranty
After you submitted your claim via the contact form - you will receive a confirmation email, where you will be asked to send in the photo's of your defect item.
When we collected all the information to process your claim, our Warranty team will make sure to answer to your request as soon as possible.
Still need help?
Please send your inquiry anytime by info.europe@keenfootwear.com
At this moment we do not offer repair services for our shoes.
We do not like to see you Keen shoes developing any defects, but if they do, please consider your proof of purchase to see whether they are still within your warranty period. If so; please contact your original retailer to initiate your claim.
If not; we encourage you to visit your local shoemaker and ask whether a professional, durable repair is still possible.
For a DIY repair using some kind of shoe specific glues or marine adhesives; please note that we encourage a sustainable solution to extend your footwears life, but that often these are temporary solutions. Adhesives used in production are industrial specific and parts glued together with hydraulic presses; which can hardly be reproduced in a DIY environment.
Questions?
Should you have any questions just contact our Fan Service Team by email, or via our Online Contact Form.
Email:
info.europe@keenfootwear.com
Our warranty team will accept a receipt or bank statement as a proof-of-purchase. If you are unable to locate it, it is important to note that it will be up to the discretion of the warranty manager as to whether the claim will be approved or denied if a receipt cannot be provided.
Why do I need a proof of purchase to submit a warranty claim?
We require a receipt or bank statement to validate the following:
• The purchase date
• Value of the product
Your product tag number is located inside the shoe, printed near the size. It will be in the format of 2-3 letters followed by 4 or 6 numbers, whereas the seven-digit number to the left that starts with a '10' will be the style number
What is a product tag number?
Your product tag number tells us when and where your shoes were manufactured, so we can verify the origin of your product.
What if I cannot read the numbers on my tag?
We understand that over time the tag can wear away, making it difficult to read the numbers. However, you must include some information in the ‘product tag number’ text-box on our warranty claim form or else the claim will not submit. Therefore, if the tag is completely worn off, please put "not legible" or "worn-off" in that field.
