FAQs
ORDER & PAYMENT
How do I proceed if I haven't received an order confirmation?
If you haven’t received an order confirmation via email after placing your purchase, please first check your spam/junk folder as our order confirmations sometimes end up there. If you are unable to find it, please contact our customer service at keenfootwear@vernon.dk, and they will assist in sending you a new one.
Which payment methods can I choose?
We currently accept VISA, VISA/Dankort, MasterCard, Google Pay, Apple Pay, or MobilePay as payment methods.
When will the payment for my order be deducted from my account?
For card payments – except for Dankort – the payment will be reserved on your account in accordance with your card's terms until we either charge or reject the payment. The amount will only be charged to your payment card once the goods are shipped from our warehouse.
If we are unable to deliver your entire order, we will, of course, only charge you for the items we can actually deliver.
What can I do if my size is sold out?
If you would like to order a size that is sold out on the webshop, you can contact our customer service at keenfootwear@vernon.dk, and they can provide information about future stock or refer you to the nearest retailer.
Do you have a physical store where I can shop?
If you would like to purchase your KEEN products at a physical store, you can contact our customer service at keenfootwear@vernon.dk, and they can refer you to the nearest retailers.
SHIPPING & DELIVERY
Where can I track my order?
When your order is packed at our warehouse, you will receive an email with a tracking link so you can easily follow the delivery of your order. If you do not receive this email, please contact our customer service at keenfootwear@vernon.dk, and they will assist in sending a new one.
What is your delivery time?
We deliver your order within 2-4 business days.
What is the cost of delivery?
We offer free delivery to Finnish parcel shops on orders over 100 EUR.
Finnish shipping cost / delivery to FI:
Orders under 100 EUR = 17 EUR for home/business delivery
Orders over 100 EUR = free delivery for home/business delivery
Christmas delivery
Expect extended delivery times leading up to Christmas and between Christmas and New Year.
Place your order no later than Wednesday, December 13th, by 3 PM to ensure delivery before Christmas Eve.
RETURNS & CLAIMS
How do I return my order?
Returns are harmful to the environment, so we want to help you avoid them. We understand that this isn’t always possible. Purchases made on the KEEN website can be returned within 30 days of purchase. If you wish to return your order, this can easily be done using the enclosed return label. There is a fee of 30 EUR for using the return label, which will be deducted from the refund amount. Please remember to include the packing slip with your return shipment so we can process your return quickly and smoothly.
Please note that it is not acceptable to return the item without the original shoe box. If the shoe box is damaged, this may result in a reduction in value, for which you will be held responsible.
If you choose to return your order without using the enclosed return label, you bear the risk for the package/items until we receive them at our warehouse. All returns must be sent to the following address:
VernonSport
Brydehusvej 30A, Port N
2750 Ballerup
Danmark
How should I package my return?
We kindly ask you to ensure that the item is securely packaged when you return it. Please note that it is not acceptable to return the item without the original shoe box being wrapped. If the shoe box is damaged, this may result in a reduction in value for which you will be held responsible.
When is the latest I can return my order?
We offer a 30-day return policy from the day you receive your order.
When will I be refunded for my return?
We will refund the amount within 14 days from the time we receive the item back at our warehouse.
How can I exchange for a different size?
If you would like a different size, you need to return the item you wish to send back and place a new order for the desired size. We will refund the amount for the returned item within 14 days of receiving it at our warehouse.
What is the cost to return my order?
Returns are harmful to the environment, so we want to help you avoid them. We understand that this isn’t always possible. If you wish to return your order, you can easily do so by using our enclosed return label. It costs 30 EUR to use our return label, which will be deducted from your refund.
You can also choose to return your order to us on your own. In this case, you will bear the risk for the package/items until we receive them back at our warehouse.
How do I report a claim?
If you believe that the item you received has defects or deficiencies, please contact our customer service as soon as possible at keenfootwear@vernon.dk. Please include pictures of the issue and documentation showing that the item was purchased from us in the form of your order confirmation, along with a clear description of the problem with the item. Our customer service will assess whether it is necessary for us to receive the reported item back.
How long can I make a claim?
When you shop at keenfootwear.fi, you always have a 2-year warranty. If you believe that your item has a defect or deficiency, please contact our customer service at keenfootwear@vernon.dk as soon as possible. A defect could be, for example, a material or manufacturing fault. However, normal wear and tear or damage caused by the user is not considered a defect.
Return of Christmas gifts
In celebration of the holiday season, we have extended our return period.
Purchases made between November 22, 2024, and December 31, 2024, can be returned until January 31, 2025.
PRODUCT INFORMATION
KEEN Technologies
With all of our KEEN shoes and sandals there is more than meets the eye.
If you look closely to our shoes, you may find a variety of icons that suggests a certain technology is used within the model you are holding.
All these different technologies have a special purpose and give the model certain features making them more suitable and fit for purpose. On all of our product pages the used technologies are shown in the descriptions, so you are aware of the special features included in the model you are looking at. Read more about the different technologies here: KEEN TECHNOLOGIES
How do I find my correct size?
If you are unsure about which size to order, you can follow our size guide here: LINK TO SIZE GUIDE.
What is the difference between EVA and PU?
KEEN mid-soles will be made up of EVA or PU materials. Both provide excellent comfort, but there are key differences between the two.
PU (Polyurethane)
PU is an organic polymer known for its resilience and compression resistance. It is slightly heavier with a higher density, but in footwear it excels when it comes to durability. PU will provide you with the "millionth step comfort".
EVA (Ethylene-vinyl acetate)
EVA is a synthetic polymer known for its superior cushioning. It is a lightweight polymer, which still maintains excellent shock absorption. Due to its lower density structure, EVA can compress over time, which means it will start providing less support after significant wear. EVA will provide you with a superior lightweight cushioning.
What is the difference between waterproof, water resistant and water-repellent?
Water-resistant: ability to resist the penetration of water to some degree but not entirely
Water-repellent: not easily penetrated by water, especially as a result of being treated for such a purpose with a surface coating
Waterproof: impervious to water.
All KEEN products that feature either a KEEN.DRY® membrane or a membrane are waterproof. This feature is available across all KEEN collections on selected styles.
CARE & MAINTENANCE
How to care for my KEEN footwear?
Sandal Washing Instructions
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. Also, allow to air dry. We have taken great care to develop leather uppers that will not crack, shrink, or stretch when washed.
Caring for Waterproof 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 water-resistant 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. Moreover, we suggest applying the spray once every three months.
I just bought your waterproof shoes with your KEEN DRY MEMBRANE, do they need extra protection?
The KEEN DRY MEMBRANE does not need treatment to keep it waterproof. However, if you wish to treat your shoes with a waterproofing spray or wax suiting for the upper material, please keep in mind that this treatment will affect the breathability of the KEEN DRY MEMBRANE. We recommend to let the shoes air out regularly with the insoles taken out.
Caring for Leather
We have carefully selected leather uppers designed to last. However, if you are wearing your KEENS daily, they will not 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.
Caring for Synthetics
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.
Caring for Wool and Canvas
Wool shoes should be cleaned with light brushing. If they are really soiled, use a spot removing foam and 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.
Caring for my Insoles/Footbeds
After extended use, we recommend you to 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.
What can i do about shoe odor?
If your shoes smell funny, you can remove the insoles and rub tea tree essential oil into the upper lining of the shoe and on the insoles. You may also try Odour Eaters Powder applied directly to the inside of the shoes after wearing them. 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.
If your KEEN water sandals smell funny, 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 insole for extra help.
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KEEN Support
Contact formWe are here to help you! If you have questions about our products, placing an order, or anything else, you can contact us via our contact form
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PFAS Free since 2018
See whyWe want forever shoes, not forever chemicals. Every KEEN shoe is made without PFAS for the health of people and the planet.
