At KEEN, it's important that you love your new shoes and your online experience is trouble-free. For this reason, our Returns Policy is super simple! We accept return requests within 30 days from the arrival date and everything is eligible for return excluding clearance items - unless faulty. We will also send your exchange item back to you, on us!
How to Make a Return
- Go to our Returns Request Portal and follow the prompts to complete your return.
- Print your shipping label to send the product back to us. Don’t have a printer? Simply go to Australia Post, show the shipping label and a team member will print the label for you.
- We aim to process all returns within 1-2 business days of them being received. We will email you as soon as this has been processed.
An FYI from us
- Any free promotional items should also be returned with your order if it no longer meets the original offer.
- All items returned must be returned in the original condition with tags attached (unless faulty). Please ensure all returned items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). These items include the box that the shoes came in, so please do not write or make changes to the box.
Our Exchange & Return Policy
- Credit: Free return shipping provided. We will also provide complimentary shipping of your exchange back to you.
- Exchange: $15 will be applied for return shipping. We will provide complimentary shipping of your exchange back to you. You can choose either an Instant Exchange or Standard Exchange:
- Instant Exchange: customers can use their card to have their exchange processed instantly.
- Standard Exchange: exchange order will be processed once in transit back to KEEN Australia HQ.
- For returns to the original form of payment, $20 is deducted from the refund total for the use of the provided returns label.
Original shipping costs are non-refundable. Any redeemed rewards points are not added back to your account when making a return or exchange. Your refund will go back to the original method of payment used to make the purchase. We usually process returns quickly, but just in case, please allow up to 14 business days from when we receive the items for your account to be refunded. We reserve the right to adjust or cancel returns if original items are not received in new condition. Returns can be tracked with the tracking number via the AusPost website. All flash sales and clearance items are final sales and no returns or exchanges are accepted. We can only accept returns that are in resellable condition. Depending on your bank, the refund can take 2-5 business days to clear back into your account. We offer size or product exchanges. Product exchanges allow the customer to shop via the website and make an additional payment for items. Discount codes cannot be applied to product exchanges. Any bonus credit is non-refundable, non-transferrable & must be used on the same exchange order. If the item/s from an Instant Exchange is not received within 20 days, the full amount is charged to the card. Exchange requests that are out of stock will be issued as an online credit. Online credits are valid for 3 years from the date of issue, cannot be extended and are non-refundable.