Returns & Exchanges

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 Outlet clearance items - unless faulty. We will also send your exchange item back to you, on us!

How to Make a Return

1. Go to our Returns Request Portal and follow the prompts to complete your return.

A Note From Us: Please ensure you read our below return options and policy carefully. We're not able to make amendments after you have submitted your return request through our returns portal.

2. 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.

3. 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.

What are my return options?

Online Store Credit = Free Return + Bonus $10

Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Our online credits are valid for three years, we cover the cost of your return and you receive a bonus $10 credit to redeem immediately!

When you submit your return, you’ll receive a pre-paid label to send your items back.

Instant Exchange

Your new item could be on its way before you even send the original one back!

Simply authorise us to hold the cost of the exchanged item against your card, but don't worry - you only get charged if your return is not back to us within 20 days.

Exchange Easily!

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.

If you opt for an online credit, we let you shop the entire KEEN site using your credit immediately - no need to wait!

Our Exchange & Return Policy

- Online Store 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 refunds 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.

KEEN Outlet - Final Sale

Clearence items featured in our KEEN Outlet cannot be returned to us if you change your mind, if the sizing is incorrect or if you feel that the product does not meet your expectations. These items are final sale.

However, if this product fails to meet a Consumer Guarantee under Australian Consumer Law, then this exclusion will not apply to a Product that fails to meet one or more Consumer Guarantees. In this case, we advise you to contact our customer service team here, and they will be able to assist you in finding an outcome.