Customer Service Policy

At KEENfootwearOnlineStore, we are committed to providing a smooth, transparent, and satisfying shopping experience for every customer. Our Customer Service Policy outlines the standards we follow to assist you before, during, and after your purchase.

1. Contacting Us
You can reach our customer support team via:
Email: [email protected]
We strive to respond to all inquiries within 24 hours on business days (Monday–Friday). For order-related questions, please include your order number to help us assist you faster.

2. Shipping & Delivery

• Orders are processed within 1–3 business days after payment confirmation.

• Shipping times vary based on your location and selected shipping method. You will receive a tracking number once your order is dispatched.

• Delivery delays caused by carriers or unforeseen circumstances will be communicated promptly.

3. Returns & Exchanges
We want you to be completely satisfied with your purchase.

Eligibility:

• Items must be returned in new, unworn condition, in the original packaging with all tags attached.

• Returns are accepted within 30 days from the delivery date.

• Proof of purchase (order number) is required.

Process:

1. Contact us at [email protected] to request a return authorization.

2. Once approved, ship the item(s) back to the address we provide.

3. After inspection, we will process your refund or exchange.
   Refunds will be issued to the original payment method within 5–10 business days after we receive the returned item(s).

Exchanges:
We offer size exchanges subject to stock availability. Contact us to arrange an exchange before returning your item.

Note: Return shipping costs are the customer’s responsibility unless the return is due to a defect or an error on our part.

4. Product Quality & Defects
We take pride in the quality of the footwear we sell.
If you receive a defective or incorrect item, please contact us immediately with photos of the product and a description of the issue. We will cover return shipping and arrange a replacement or full refund.

5. Payment Security
All transactions on our website are secured with SSL encryption. We do not store your credit card details. Payments are processed through trusted and PCI-compliant payment gateways.

6. Privacy & Data Protection
We respect your privacy. Your personal information is used only to process your order and improve your shopping experience. We do not sell or share your data with third parties for marketing purposes.
For more details, please review our Privacy Policy.

7. Feedback & Suggestions
We value your input. If you have suggestions on how we can improve our products, website, or service, feel free to email us. Your feedback helps us serve you better.

8. Policy Updates
We may update this Customer Service Policy from time to time. The latest version will always be posted on this page.

Thank you for choosing KEENfootwearOnlineStore. We’re here to ensure your outdoor adventures begin with comfort and confidence.