Exchanges and Returns

EXCHANGE

In cases wherein you have received an item that is defective, is not what you ordered, or has missing parts, you may have your item replaced as long as it meets the following criteria:

  • It is within fifteen (15) days upon receiving the item.
  • It is in new condition, never been used, and in the original packaging along with all accessories.
  • The item was purchased from keenfootwear.ph.

Please drop us an email at customercare@keenfootwear.ph and indicate on the subject line “For Exchange”. Please provide us with the following details and we will coordinate with you once we receive your email.

  • Order #
  • Customer name
  • Mobile #
  • Address
  • Date of purchase
  • Item to be exchanged (style, size, color)
  • Reason for exchange

A photo of the item/s is appreciated but not necessary.  Faulty items will be assessed on a case-to-case basis.  If your item is found to be faulty or defective, we will send you a replacement item of the same style, color and size, and the original item you purchased should be returned to us.  

KEEN Philippines reserves the right to reject returns that we reasonably believe to be worn, used, damaged through improper use or was not purchased from us. If this is the case, no exchange will be issued and the item will be returned to the customer at the customer's expense.

CHANGE OF MIND

We do not offer returns or exchanges based on change of mind (change in style or color), but we can accommodate a one-time exchange for size (of the same style and color) for the item you originally purchased. Criteria and guidelines for size exchange are as follows:

  • Online merchandise cannot be exchanged at any KEEN's authorized retailer.
  • Exchange is only eligible for purchases made at keenfootwear.ph.
  • Exchange is only applicable to change of size. No changing of style and color.
  • Item for exchange should not be damaged, worn or used, and should be returned with its tags and original and complete packaging.
  • The item for size exchange must be done within 7 days from delivery of item to you.
  • Exchange is subject to availability of stocks.
  • Once your request has been authorized, you can proceed to return the item back to us through your trusted courier or delivery service provider.  We will only process the delivery of the new size once we have received the original item you purchased.
  • Only one-time exchange in size will be accommodated and will be deemed as final.
  • All shipping charges will be borne by the customer. KEEN Philippines will not be responsible for any fees incurred to facilitate the exchange.
  • Sale items, customized pieces or limited edition items cannot be exchanged.

If you wish to change your size, kindly send us an email at customercare@keenfootwear.ph with the subject line “Size Exchange”.   

Please provide us with the following details and we will coordinate with you once we receive your email.

  • Order #
  • Customer name
  • Mobile #
  • Address
  • Date of purchase
  • Item to be exchanged (style, size, color)
  • New size needed

KEEN Philippines reserves the right to reject request for size exchange if we reasonably believe the item to be worn, used or not the original item you purchased from us.  Final exchange will be confirmed once we receive the original pair, and if we believe that pair has been used or was not purchased from us, no exchange will be issued and the item will be returned to the customer at the customer's expense.