Return & Exchange Policy

What kind of guarantees are offered for shoes bought online?

All of our shoes come with a 2-year guarantee against manufacturing defects.

The items offered on this website are selected from the Keen collection, with the same high standards of quality and guarantees that Keen offers on all its products.

Our Customer Service Department offers an after-sales service whose sole purpose is to find quick, efficient solutions to any problems you may have with our products.

How can I cancel my order if I change my mind?

You can cancel your order at any time, provided it has not already been dispatched. Please bear in mind that orders placed from Monday to Friday before 13h CET will dispatch on the same day. All remaining orders will ship on the next business day after they are placed. Orders shipped to Canada are dispatched every Tuesday and Friday

To cancel an order, go to Your orders and enter the order number and the email address provided when you placed it. The system will display the details of that order, and if the Cancel option is visible you can click on it to cancel the order. Once you have cancelled the order, you will receive confirmation by email. If this option is not visible on the screen, it means that your order has already been dispatched and cannot be cancelled.

You can also contact our Customer Service Department to cancel an order.

If the order has already left our warehouse, it cannot be cancelled, but you can return it once it has been delivered.

How can I return a purchase?

If you make a purchase at a Keen store or on the website, the easiest thing is to visit a store in the same country where you bought the item/s.

If your purchase was made at keenfactoryoutletcanada.com, you can also process an exchange via the website.

The e-shop does not accept returns from other stores.