Frequently Asked Questions

At Keen UK, we take pride in providing our valued customers with exceptional support, service, and security every step of the way during their shopping experience.

Whether you're a newcomer to Keen or a seasoned shopper, we're here to assist you. Below, you'll find a list of frequently asked questions categorised for your convenience. These answers aim to empower you with the information you need to confidently select the perfect pair of shoes or make a purchase with ease.

ORDERING

What payment methods are accepted at keenfootwear.co.uk?

We accept the following payment methods: Visa, Mastercard, American Express, PayPal, and keenfootwear.co.uk Gift Cards.

Can I cancel or change my order from keenfootwear.co.uk?

Once your order is placed, our warehouse goes to work right away to get it to you as quickly as possible. Because of this, we are unalbe to amend or cancel your order. We do offer a free return service. Once the order arrives, just set up a return (HERE) to get a shipping label and we'll take care of it for you.

If you still have questions, you can email us at help@keenfootwear.co.uk

My order has an incorrect shipping address, can you fix it?

Once your order is placed, our warehouse goes to work right away to get it to you as quickly as possible. Because of this, there is only a short window in time to potentially amend a delivery address.

As soon as you notice any of your address information is wrong, please email, or call us straight away and one of our Fan Services team may be able to update it.

The item I want isn't available; can I place a backorder?

Our system isn’t able to accommodate backorders, but don’t lose hope!

When browing the product page, please select your desired colour and size and where you see the “Notify Me” button, please enter your email address into the box to be informed via email when the product in question is available again.

If you do not see the "Notify Me", then sadly, this item isn't planned to be re-stocked.

SHIPPING & DELIVERY

How much is postage and what options do I have?

Orders below £100 - Standard Delivery £4.95

Orders £100 and above - FREE

Express Next Working Day Delivery - £6.95 (orders placed before 1pm will be shipped the same working day)

Where do you ship from and what couriers do you use?

Your item will be shipped from our Distribution Centre in the Midlands, UK.

We usually ship orders via DPD or Royal Mail.

How do I track my order?

If you wish to receive an SMS with a timed delivery slot from our couriers, please enter your mobile number at checkout.

To track your order, please click on the ‘Track my Order’ button on your ‘Order Dispatched’ email, or from within your 'account' section on the website.

Where do you ship to?

We only ship to the UK.

Please note - Due to courier restrictions we cannot deliver to PO Box addresses or APO addresses

RETURNS

How do I return my order?

Please complete the returns section shown on your original delivery note and include it with your return parcel. If you need a new returns form, please click HERE to download a new one.

Please ensure your parcel is packaged securely, so nor the footwear box, or item itself gets damaged on it's way back to us.

Please start your return HERE. This will take you to the Royal Mail returns portal. Follow the on screen instructions to get your returns label. Please ensure to add your order number (Begins with #KEE) to ensure we can quickly process your return.

How long do I have to return my order?

Items can be returned within 30 days of receipt of your order.

You do not need to contact us to notify us of your return unless the item is faulty or is outside of our 30-day policy.

After the 30 day returns period, we do not accept returns for unwanted items. If you attempt to make a return after this period, we may have to send it back to your default delivery address and ask you to cover the costs of delivery.

Do you offer exchanges?

Due to the fast-moving nature of our stock, we are unable to offer exchanges. If you would like to swap your item(s) for a different size or colour, simply return your item for a refund and place a new order.

Do you offer free returns?

Yes, we offer free UK Mainland returns via Royal Mail. Please click HERE to start your return.

Will my Postage Cost get Refunded?

If you originally paid for postage and you return ALL items on your order, then we will refund your original postage. If you keep items from your order, then you will only be refunded the value of the returned items.

How long do refunds take?

We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return to be processed.

You will receive an email confirmation from us when we have processed your return to let you know the refund has been processed. We will only refund to the original payment method used when you initially placed the order.

My item is faulty, what do I do?

Here at Keen we take pride in the quality of our footwear, but sometimes things go wrong.

If you have received a faulty item, or your item has become faulty or defective since wearing, before returning, please visit our Warranty page to begin a warranty claim. Of course, you can always get in get in touch with one of our team at Fan Services who will happily help in resolving issues of this nature.

I bought my item from a Retailer, can I return it to you?

Unfortunately, we cannot accept returns for items bought from one of our stockists.

You will need to return the item to the store you originally purchased it from.

WARRANTY

Our Commitment

We know you depend on us to create hybrid sandals, shoes, and boots that keep you and your family comfortable and safe outside.

We stand behind all KEEN shoes and boots and guarantee them to be free from manufacturing defects for one year from the confirmed date of purchase.

What is covered

All KEEN footwear purchased in the United Kingdom: Defects in original, unaltered, and unmodified materials and workmanship for one year from the date of purchase.

Targhee IV: Separation of the sole through our lifetime delamination-free guarantee.

What is 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 beyond our 30-day return policy.

Products acquired from unauthorized dealers and aftermarket sources — such as online auction sites, liquidators, consignment shops, private sellers, sales samples, promotional products and warehouse sales.

Laces, lace hardware, and insoles are not covered by our warranty.

How to submit a warranty claim

Submit a warranty claim with proof of purchase (receipt, order confirmation, or credit card statement with personal info blacked out) that shows the date of purchase. If your claim is approved, you’ll receive a warranty credit in the amount of the original purchase price to use on ww.keenfootwear.co.uk or a replacement product (same or comparable) at the discretion of KEEN. This credit expires 6 months from the issue date.

Note: If you purchased directly through a retailer, you must reach out to them as your agreement is with them.

Please follow these simple steps:

1) Gather all necessary information

•  Product tag number or style name
•  Colour(s)
•  Men’s, women’s or kids’?
•  Description/photos of the defect, a full image of the product, and an image of the tag.
•  Date and place of purchase (attach image of receipt)

2) Sign in or create a keenfootwear.co.uk account to access our online claim form

3) Completely fill out our online claim form and submit

4) Respond back to your confirmation email with photos of:

•  Full image of the product
•  Photo of the defect
•  Photo of the product tag
•  Photo of receipt

5) A warranty expert will review your claim and reply in 7-10 business days

Additional details

  • All KEEN warranty decisions are final.
  • Approved warranty product is replaced at the discretion of KEEN.
  • KEEN is not responsible for any cost, or damages, incurred due to loss of use of the product.

GIFT CARDS

How do I send a gift card?

Our gift cards are electronic and can be sent to you or emailed directly to the lucky recipient. If you want to send the gift card directly to the giftee, click "Send As A Gift." From there, you can also add a personalized note and schedule the email notification.

If for some reason the recipient doesn't love the new shoes they buy with the card, they can return the shoes within the first 30 days for a refund to a new gift card.

Will my gift card expire?

Our gift cards are good for 2 years from the date of purchase.

You do not need to redeem the entire value of a gift card in one go, you can use it multiple times until the balance has been exhausted, but you will need to use it all within 2 years.

Can I return a gift card?

Our gift cards are non-refundable, but they are transferrable.

If you have questions on this, please contact Fan Services at help@keenfootwear.co.uk

Can I choose my gift card denomination?

Right now, we offer gift cards at a few different values, and the options are on the Gift Card page. You can apply your gift card code toward any KEEN order.

How can I check my gift card balance?

Unfortunately, there is no automated way to check your gift card balance.

However, we can do it for you. Please get in touch with one of our team at Fan Services by email at help@keenfootwear.co.uk

Can I return shoes purchased with a gift card?

Of course! If for some reason you don’t love your new KEEN shoes, we’ll take them back within 30 days and give you a full refund on a new gift card.

FOOT MEASURING TIPS / SIZE

How should I measure my foot?

Did you know that your foot size can change as an adult? We recommend
measuring your feet every year. All you need is a piece of paper,
ruler, and pencil. Here we go:

 

1. Place a blank A4 piece of paper on the floor with the shorter edge touching a wall.
2. Stand on the paper with your heel slightly touching the wall.
3. Мark the end of the longest toe on the paper (you might need help so you can make an accurate straight down mark, at the tip of the toe.
4. Do the same for the other foot.
5. Measure from the wall (or edge of the paper) to the mark in centimeters.
6. Take the larger of the two measurements and match it up on our size chart to find your shoe size.

7. Enjoy that just-right fit feeling!


Foot measuring tips:

- Measure with your preferred (average) sock on. If you plan on wearing a below or above average thick sock, please take that into considerations
when purchasing the shoe or boot.

- Since feet always swell
during the day, it is a good idea to measure and try shoes on later in
the day, when your feet are at their largest.

- Feet typically get bigger with age. Try to measure your feet every year.

What size should I buy?

After you have measured your foot, here are some tips for finding the right fit:

- Your left and right feet may differ in length or width. Be sure to
measure and try shoes on both feet, and always buy shoes to fit your
larger foot.

- If your feet seem between sizes, and you cannot
decide which size to select, we suggest choosing the larger size. You can adjust for a more personal fit with socks, insoles, or a different
lacing pattern.

Note: Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device®, can only approximate your shoe size. Manufacturers use different lasts to
construct their shoes, and sizing may vary accordingly.
For best results, visit your local KEEN Retailer to get measured and try on the footwear.

Do Keen Shoes come in wide widths?

KEEN is known for its generous fit with room for your toes. This Original Fit can be found in the Newport, Targhee II, Austin, and Presidio. We also have select styles like the Terradora and Venture that offer a Contoured Fit that's more true to a traditional regular width.

To view our wide fit footwear, please visit our collection Here

How does sizing work for KEEN kids shoes?

Our kids' sizing is broken down into 3 categories:

Toddler - Sizes UK. 3-7

Little Kids - Sizes UK. 7-12

Big Kids - Sizes U.K 12-5

After big kids size UK 5, the next size up is UK women's size 6.

Why does KEEN sizing differ from other brands' sizing?

There is no footwear industry standard for shoe size. At KEEN, we list shoe sizes in centimetres so you can easily compare sizing with other brands.

CARE

How do I wash my KEEN sandals?

All KEEN water sandals (both leather and polyester webbing upper) are machine washable on a gentle cycle, in cold water and with a mild detergent. Please allow to air dry. We've taken great care to develop leather uppers that will not crack, shrink, or stretch when washed.

How do I care for my KEEN waterproof boots and Shoes?

To enhance product performance, we recommend cleaning your footwear in cold water with mild soap or detergent, and then let air dry without heat.

I just bought your waterproof shoes, do they need extra protection?

Waterproofing is not necessary at first, but after some wear we recommend treating your shoes with a silicone-based waterproofing spray like Nikwax in order to keep the boot protected and stain-free. We suggest applying the spray once every three months.

How do I care for my KEEN leather boots, shoes or sandals?

We've carefully selected leather uppers that are built to last. Of course, if you're getting outside often in your KEEN shoes (and we hope you are!), they won't always be scuff- and dirt-free.

We recommend using a nubuck leather cleaner and conditioner like Nikwax or Saddle Soap. These products can be found online and at most footwear retailers.

How do I care for my KEEN footwear made of synthetic materials?

We recommend cleaning these products with mild soap and cold water. To remove excess dirt or to spot clean, use a stiff brush or soft cloth. Let shoes air dry without heat.

How do I care for my KEEN Footwear from wool, felt, or canvas?

Wool shoes should be cleaned with light brushing. If they are really soiled, use a spot-removing foam, then brush them. Please do not put wool shoes in the washing machine.

For canvas, we recommend gently brushing the shoe with a soft, damp sponge to remove loose dirt. Stains should be treated immediately with a gentle cleaner. Like wool, we do not recommend machine-washing.

How do I care for my KEEN Footwear insoles?

After extended use, we recommend you remove the insole, wash by hand using a soft cloth and light detergent, and then let air dry without heat. Please do not machine-wash.

Do you offer replacement insoles?

Not at the moment. We are working on stocking replacement insoles for our best selling boots and shoes. Please check back in with our site regularly for updates on this.

What can I do about shoe odour?

All KEEN shoes are treated with Eco Anti-Odor, pesticide-free odor control using natural probiotics. If you find that your shoes smell funny and need a little extra help, you can remove and machine wash the insoles on a gentle cycle and air dry them. Then rub tea tree essential oil into the upper lining of the shoe and on the insoles. If your shoes do not have a removable insole, then you can hand wash the inside of the shoe with a gentle cleaning agent first.

For KEEN water sandals, you can machine wash them with mild detergent in cold water on a gentle cycle. Then air dry your sandals out of direct sunlight. Another option is hand-washing your sandals in the sink with NikWax Base Wash, an odour-eliminating product for synthetic materials used in outdoor gear. When the sandals are clean and dry, you can rub tea tree essential oil into the upper lining and footbed for extra help.

PRODUCT INFORMATION

Why do my new KEEN shoes smell like vanilla?

We’re on a detox journey to minimize our impact on the planet. Out of the six classes of the most toxic chemicals in consumer products, we’ve eliminated five, and we’re working on the last one: solvents.

This means rethinking the way shoes are usually made — like fusing parts of the sole together without any toxic glues and solvents. Instead, our KEEN.FUSION construction uses high emperatures to create a longer-lasting bond. We are happy that it has a lighter impact on the planet, but we noticed that this process caused a burnt rubber smell. We added a non-toxic vanilla fragrance, because we think vanilla smells better than burnt rubber.

We know many folks have a personal preference and sensitivity when it comes to scents. If it’s a bit strong for you, we suggest putting the shoes outside on a back porch or balcony for a short period of time.

Can you wear KEEN sandals in the water?

Many of our sandals, including our iconic Newport sandal, are hybrid trail/water sandals that can be worn in and around water. These styles feature water-friendly webbing, traction for slippery surfacess, and a bungee lace system or hook-and-loop closures that create a secure fit. Even some of our leather sandals are made with waterproof leather.

Simply click on the Features & Care and Description tabs to find out if a sandal is designed for water use.

Why do KEEN shoes have an exclamation mark on them?

The "caution symbol" on the toe bumper of some of our hiking boots and hybrid sandals is for our KEEN.PROTECT design — our iconic and patented toe protection that helps keep toes safe, whether on the trail or in the water.

How can I tell if a KEEN boot or shoe is waterproof?

All of our waterproof products feature a KEEN.DRY waterproof membrane that lets vapor escape while keeping moisture out. These boots and shoes have a KEEN.DRY tag on the outside (usually near the ankle or heel).

What length shoe laces do I need?

If you need to replace, or fancy changing the laces in you KEEN shoes, then you'll want to know what length shoe lace to buy.

To find the correct shoelace length, count the lace eyelets on just
one side of your shoe. For example, if you have 12 eyelets total, you'll
want to look for the 6 eyelet lace length.

  • 3 Eyelets on one side - 40 inch laces
  • 4 Eyelets on one side - 45 inch laces
  • 5 Eyelets on one side - 50 inch laces
  • 6 Eyelets on one side - 55 inch laces
  • 7 Eyelets on one side - 60 inch laces
  • 3 Eyelets on one side - 40 inch laces
  • 8 Eyelets on one side - 65 inch laces
  • 9 Eyelets on one side - 70 inch laces
  • 10+ Eyelets on one side - 75 inch laces

Are KEEN shoes sustainable?

We don’t like using the word “sustainable.” Because the most sustainable choice would be to not make anything at all. But products make it possible to get outside and enjoy the outdoors, connect with the world and each other, and do some good while doing all that. And we believe in all of those things, too.

So, for us, it’s about being conscientious about every choice that goes into making our products and doing everything we can to minimize our impact on the planet. That’s what we mean when we say our shoes are “Consciously Created.” It’s a mindset that’s at the heart of everything we do — from the materials used and how shoes are constructed, to steps that go beyond shoemaking to make a positive impact in the world.

When it comes to the materials used in our shoes, some of the steps we are taking to create a lighter footprint include switching to 100% PFC-free water repellency, pesticide-free odor control and environmentally preferred leather certified by the Leather Working Group.

ABOUT KEEN

Where is KEEN Footwear made?

Many KEEN shoes are built in one of our own KEEN factories in Portland, Dominican Republic, or Thailand. We're one of the few remaining global shoe manufacturers that own their factories.

Not only does it bring us closer to our responsible manufacturing processes and the people who ensure the KEEN level of quality and craftsmanship, it also makes it easier to quickly pivot our operations to help in a crisis when needed.

We also partner with factories in Cambodia, Vietnam, China, India, and Europe, working closely with our suppliers to ensure our products are Consciously Created and made to last.

How old is KEEN?

KEEN has been making original hybrid footwear since 2003, when we designed our very first shoe, the Newport sandal. It's still our #1 bestseller.