At Keithston, we believe that premium footwear deserves premium service – not just in craftsmanship, but in every aspect of your shopping experience. Our Returns & Exchanges Policy reflects our commitment to ensuring your complete satisfaction with every purchase, from our refined Court Sneakers to our sophisticated Heritage Line collections.

Policy Summary: We accept returns and exchanges within 15 days of delivery. Items must be in original condition with tags attached and in original packaging.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

  • Return request must be made within 15 days of delivery date
  • Item must be unused, unworn, and in original condition
  • Original tags must be attached
  • Item must be in original packaging with all included materials
  • Proof of purchase (order number) is required

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Cleanse, Moisturise, Protect, Tone, and Treatment products (opened or used)
  • Gift Cards & Accessories (non-refundable by nature)
  • Software & Services (once accessed or downloaded)
  • Items marked as final sale or clearance

All other products including our Court Sneakers, Lifestyle Runners, Heritage Line, and accessories are eligible for return or exchange when conditions are met.

Return & Exchange Process

Follow these steps to initiate a return or exchange:

Step 1: Submit Your Request

Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Return/Exchange Request Template

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Keithston Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product(s) to Return: [Product Name, Size, Color]
Reason for Return/Exchange: [Please specify reason – size issue, color preference, etc.]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Product Name, Size, Color if different from original]
[ ] Store credit

I confirm that the item(s) are unused, in original condition with tags attached, and in original packaging.

Thank you for your assistance,
[Your Full Name]
[Your Email Address]
[Your Phone Number – Optional]

Send your request to: [email protected]

Step 2: Receive Authorization & Instructions

Within 24 hours, our Louisville-based team will respond with:

  • Return authorization number
  • Prepaid shipping label (for exchanges or defective items)
  • Return shipping address
  • Detailed packing instructions

Step 3: Ship Your Return

Package your item securely in the original packaging, include the return form (provided in your email), and attach the shipping label. Drop your package at any authorized shipping location.

Step 4: Processing & Resolution

Once we receive your return, we will inspect the items and process your request within 3-5 business days.

Refund Information

Refund Timeline

Refunds are processed according to the following timeline:

  • Credit Card/PayPal Refunds: 5-10 business days after we process your return
  • Store Credit: Issued immediately upon return processing

Refund Method

Refunds will be issued to the original payment method:

  • Visa, MasterCard, JCB purchases refunded to the original card
  • PayPal purchases refunded to the original PayPal account

Shipping Costs

Original shipping fees are non-refundable. Return shipping is at the customer’s expense unless the return is due to our error or defective merchandise.

Exchange Information

Exchanges are subject to product availability. If your requested exchange item is unavailable, we will contact you to discuss alternatives or issue a refund.

For size exchanges, we recommend reviewing our detailed sizing charts available on each product page to ensure your new selection fits perfectly.

Need Assistance?

Our dedicated customer service team is here to help with any questions about returns or exchanges.

Email: [email protected]

Address: 3813 Vanguard Dr, Louisville, US 40229

Response Time: Typically within 24 hours

Serving customers worldwide with the same dedication we put into every pair of Keithston shoes.

Keithston – Where every step is a statement, and every transaction is secure.

Thank you for trusting us with your premium footwear needs.