Here you will find the most frequently asked questions on topics such as ordering, payment, shipping and returns. Just click on your desired topic to find the right answers faster. If you don't see what's on your mind, reach out to us anytime.
How do I go about ordering?
We designed our webshop to be easy to use. You may conveniently use the search function or you may choose a category and go about finding your desired items from there. You can also sort the product list according to different parameters such as size, price, purpose, etc.
Should you have found something interesting, click on the product detail page. After you have chosen the desired size of the product, you can put the article in the shopping cart. You can proceed to checkout immediately or if you want to browse for more products, you may do that too.
Once done with putting items in the shopping cart, you can now proceed to complete your order. You can always double check the contents of your shopping cart by clicking on the icon at the top right corner. You can have another go at removing certain items from the shopping cart before continuing.
As the last step, enter your billing & delivery address and payment method. Now all you have to do is click on the “Order now” button. A confirmation email will then be shown and sent to your email address.
Have you received my order?
An order confirmation with your order number will be automatically sent to the email address you have entered. If you have not received such email, please check your spam folder. You may have entered the wrong email address. All payments are charged immediately. Should you require more assistance, contact us and we will help you find your order.
What happens to my order after I have placed it?
After placing an order, an order confirmation will be sent to the email address you entered. The order confirmation contains the billing and delivery address, prices, payment method and number of shipments (if applies to your order).
Do I need an account to be able to place an order?
No, you do not need an account to be able to place an order. You can order without logging in too. Advantages of accounts are easier & faster checkout compared to having to enter your details every time. You may also check your past orders once having an account.
Can I have my order changed once I have placed it?
You may not make any changes to your order. Contact our customer service team and if they can, they will help you out.
Can I change the delivery or billing address later?
Address changes are not possible after you have placed an order, so make sure to enter the correct address. If your shipment cannot be delivered, the shipment will be returned to us. As soon as we have received the shipment again and have checked it, the credit will be made on the way you specified as the payment method.
Can I cancel my order?
An order can only be canceled depending on if the order has been processed yet or not. Once past the point of no return, we may not cancel an order. The best thing to do is to contact our customer service team. If we may not cancel your order, you can return the shipment for a full refund. Find out more about returns here.
How do I find my order number?
You order number is on both your order confirmation and your invoice. It consists of 7 numbers.
The size I want to order cannot be selected. Why?
Sold out sizes cannot be selected when placing the order.
How can I pre-order?
We also offer pre-order items. A pre-order symbol indicated an item that is not yet available. As soon as the item gets to us, your order will be processed.
Can it happen that an item I ordered is no longer in stock?
Although we try our best to maintain 100% accuracy with inventory, there are rare occasions where we experience an inventory error. Our customer service team should be able to offer you several solutions, should this happen to you.
Which payment methods can I use to pay?
We offer a variety of payment methods such as Credit or debit cards (MasterCard, VISA and American Express), digital wallets (Apple Pay, Google Pay etc.), PayPal & AmazonPay. Some countries may order via Klarna, a pay-on-account type of payment. Find out more about payments here.
What happens when I pay?
As soon as you place an order, the item(s) in your order will be reserved for you.
Was my payment successful?
A payment confirmation is immediately shown after successfull payment. An order confirmation will then be sent to the email address you entered. An invoice will follow shortly after your order will be dispatched.
Where can I find the security code on my credit/debit card?
CVC security codes are on the back of your card. Other security codes can also be found on different card types. Please refer to your respective bank for help.
Can I pay in installments?
We do not offer this payment option yet.
When do I get my invoice?
Your invoice will be sent to the entered email address on the day your package leaves our warehouse. You will also get an automatic email with your tracking number on the day when we have dispatched your package. Some email domains may mark these emails as spam, please check your spam folder before contacting us.
Can my company or football club be billed?
You can easily put a different billing and shipping address at checkout. We may not make any changes to an invoice that has been already issued. We may help you change it before it gets dispatched. Make sure to enter the correct billing address and double-check it in your order confirmation.
What do I need to know about Brexit?
Orders over £135 are obliged to pay customs duty and import sales tax. Customs clearance will now be required for your order. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. You may contact UK customs with your order confirmation, they will help you determine the exact fees.
Find out more about Brexit here.
What delivery company do you ship with?
Depending on your location and your item(s) ordered, your package will either arrive via UPS, DHL or ParcelForce. In many cases, these carriers have partnered up with your country's post, so take that also into account. Find out more about shipping here.
What are the shipping costs?
Shipping costs £9.99
How long does delivery take?
Items in stock are usually dispatched within 1-2 working days. Personalised items may cause shipping to be delayed by a few days.
As soon as your package has been sent, you will receive an invoice and a shipment tracking (from Shipcloud) to your email address. Depending on how long customs process takes, shipping may take 3-7 business days.
I did not receive my full order. What happened?
To make sure that you get your order the fastest way possible, we may send your order in split shipments. This way, you do not need to wait until one of the items you ordered are back in stock, they may be available from another warehouse of ours. We will not charge extra for split shipments. An invoice for the carried goods will be sent to your email address on the day when a warehouse dispatches one of your shipments. Please check your order confirmation first if your order will be shipped in one or more packages.
Do you ship to P.O. boxes?
At this time we are unable to ship to P.O boxes
What happens if my package gets lost?
We dispatch each and every parcel with great care and as fast as we can. Still, we have little to no control over how a delivey goes. Should you package get lost, we may offer you a refund or a replacement package.
What do I need to know about Brexit?
Customer satisfaction is paramount to KEEPERsport and we want to keep you up to date with Brexit changes.
Orders over £135 are obliged to pay customs duty and import sales tax. Customs clearance will now be required for your order. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be.
On 24 December 2020, the United Kingdom and the European Union reached a post-Brexit trade agreement. But the deal doesn’t mean ‘business as usual’ for shipping between the UK and the EU.
Businesses and carriers will now face more paperwork and administration when shipping, meaning increased costs and adjustments to supply chains. This may lead to some delay, although not necessarily.
Customs clearance will now be required for all goods moving between the UK and the EU, including for return shipments.
Anything posted or couriered to you goes through customs to check it isn’t banned or restricted and you pay the right tax and ‘duty’ (customs charges) on it.
How do I go about returning something?
We do have an extremely customer-friendly return policy. Personalized or used goods are excluded from our return policy. Find out more here.
Follow these steps
1. The goods must be returned within 14 days from the day you received them.
2. Returned goods have not been worn or washed and can be sold again.
3. The goods must be returned in the original packaging, including all labels.
4. Please do not tape anything directly on the shoe boxes as it would derogate its value. Please always wrap the boxes in another packaging.
5. Return the parcel at your own expense. We cannot accept unpaid parcels. Any additional costs that may arise will be charged to the customer.
6. If one of the above points is not taken into account, we reserve the right to refuse the return or to reduce the amount of the refund.
7. If any bulk discount was applied to sets or products ordered, the quantity discount is no longer taken into account when products are only partially returned. The discount will be deducted from the returned item(s).
Print this form and enclose it with your return package.
Austria - Europe
After confirmed quality control of your returned goods, you will be refunded within 14 days according to your payment method.
How long can I return something?
You can return items within 14 days from the day you received the package. Personalized or used goods are excluded from our return policy.
What Brexit changes do I need to pay attention to?
If you are returning from the UK, please ensure you clearly mark the outside of the box with the wording Returned Goods - Failed Sale and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and/or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the EU and being returned to sender.
Required information for returns:
VAT: ATU 62801445
EORI: AT EOS 1000 22085
Can I exchange my item for a different size?
Direct exchange of items is not possible. Please make a new order. This way you will get your items faster.
When will I get my refund?
As soon as our returns department has processed your return package, you will be sent a credit memo and an email confirmation.
High-quality goalkeeper products
All products we offer have been tested for quality by goalkeeper specialists. The reason why we do not offer all makes available on the market, is that we only work with chosen goalkeeper brands, which we regard the best. Among them are Adidas, Puma, Nike, Reusch, Uhlsport and Sells.
Our aim is to provide you with the best and latest goalie products and to advise you personally. We would love to pass on our knowledge about goalkeeping to you and to share the experience, which we were able to gain during our own football careers. Even now we never stop learning and constantly stay on the ball by cooperating with professional goalkeepers and top brands in the field. So now as then we will be one step ahead when it comes to providing you with up-to-date information on everything relevant for a goalkeeper.
You can personalise a great number of products we offer. Among them are jerseys, boots and gloves - of course. Simply put your desired item(s) in the basket, a question regarding personalisation should pop up right away. Should you need more information about personalisation, click here.
Exclusive SMU Gloves
Every goalkeeper dreams of being equipped like one of the professionals in the top football leagues. This dream can actually come true with KEEPERsport. Because we offer a wide range of exclusive "special make-up" (SMU) goalkeeper gloves.
These are designed by top-range brands like adidas, Puma, uhlsport, Reusch or Sells and are only available at KEEPERsport, hence also the name "KEEPERsport Editions". This means those gloves are made of the best materials and offer highest functionality, just like the gloves worn by world stars. At the same time our multibuy offers and special deals apply, which creates a value for money you will most likely not find anywhere else in the KEEPER world!
We offer a consistent and fair system of discounts to all our customers. With few exceptions you will find a quantity discount below the price of your desired item.
Different models from our exclusive KEEPERsport Editions can be combined in special multibuy offers. You can mix and match up to three different pairs of your favorite SMUs and still benefit from our quantity discounts. Some packages are even more than 50% off!
For business orders or very large quantities you can also contact us for further discounts and we'll try and put together a custom offer for you.
Create your own, unique goalkeeper set and save money! We have goalkeeper gloves, match and of course training sets for you. You can find multibuy offers at the bottom of the drop-down menu of each respective category.
Decades of experience
KEEPERsport has been the trustworthy partners of many goalkeepers worldwide. Benefit from our 20+ years of experience in goalkeeping.
Your unique professional special model
Discover the designer within you. The KEEPERsport Glove Creator lets you design your own, unique professional special model. Use our 3D designer tool, build your gloves from scratch, have it made and get it delivered to your doorstep.
Should you not have found the answer you were looking for, do not hesitate to contact us. Our customer service team will help you out.
BUSINESS HOURS (CET)
Monday to Thursday 9:00-12:00 and 13:00-16:45
Friday from 8:30-13:30
Click on the chat symbol to start a live chat with us.
We answer all emails within 24 hours. Feel free to contact us via email office(at)keepersport.co.uk
Send us your questions via WhatsApp too: +43 (0)676 76646 11
+48 08000211564 (Calls free of charge - UK only) or alternatively +43 2252 766 46-43