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.
I need help with my order
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?
A payment confirmation is immediately shown after successful 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.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 or cancelled after I have placed it?
An order can only be canceled or edited if it has not yet been processed. If your order is past this point, we can no help you. We are a huge company with automated processes that can't be cancelled. There are thousands of orders in process across several warehouses. If we may not cancel your order, you can return the shipment for a full refund. Find out more about returns here.
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.
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 put into the shopping cart.
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. There is a slight change that another customer buy the last item you wanted to buy a couple of minutes before you managed to complete checkout. Our customer service team should be able to offer you several solutions, should this happen to you.
I need help with payments
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 successful 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.
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 extra fees do I have to pay post-Brexit when buying online?
Extra fees should only apply to orders over £135 (excl. VAT & shipping). Rest assured, KEEPERsport will alert you if your order value exceeds the threshold. Our prices include the 20% UK VAT, so only shipments over £162 (excl. shipping) are obliged to pay customs duty and import sales tax. These costs will be determined by the customs department upon arrival in the UK and must be paid by the recipient.
Find out more about Brexit changes.
How much extra you could be charged depends on the total value of your order, also known as the .consignment value. The fee can range from 0 - 25% depending on the goods you’ve bought. For example a pair of trainers has a duty of 16% applied when brought into the UK. The rules for customs duties and the amount applied vary depending on the item, and finding out how much tariffs are can be time consuming. We have no control over these charges and cannot predict what they may be. Contact UK customs for more information.
I need help with shipping & delivery
What delivery company do you ship with?
Depending on your location and your item(s) ordered, your package will best sent using the services of DHL. 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.
Since Brexit, ParcelForce has been DHL's UK partner for parcel that come from mainland Europe. Your package will be handed over to ParcelForce after UK customs has finished processing it. Please use their tracking services after as DHL might not get as frequent updates as ParcelForce does.
What are the shipping costs?
Brexit has also hit delivery firms and couriers have now brought in ‘handling fees’ which are used to cover the extra admin costs they’re having to deal with when taking items through customs.To keep our shipping rates as low as possible, we offer tiered shipping. The shipping costs depend on the total value of your shopping cart.
Up to £29.99: Shipping costs £14.99
From £30 to £49.99: Shipping costs £11.99
Above £150: 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?
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.
I want to return something
How do I go about returning something?
Even with Brexit, we do our best to uphold our customer-friendly return policy. Please note that personalised 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.
Should I contact you before returning something?
Return costs are paid by the customer and in rare cases, return costs can cost more (taxes and import fees included) than the actual items themseves. For this reason, we advise you to contact our customer service team before sending back something.
We are prepared for such cases too! We will offer you personal advice and solutions, should this apply to you.
Can I exchange my item for a different size?
Direct exchange of items is not possible. Please make a new order, by doing this, 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.
What about return costs?
You must cover the delivery cost for returning unwanted goods, unless the retailer says it will pay for returns. We recommend you get proof of postage, just in case the parcel gets lost or we need to locate it. Proof of postage should be sufficient evidence to prove you returned the goods.
If your goods are faulty or you have received a wrong item, you will not have to pay return costs.
How much time does it take overall to get my money back once I have posted my return?
Due to additional admin costs and customs processes it may take up to 3-4 weeks, depending on actual customs process speeds.
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
Why choose KEEPERsport?
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 13:00-16:00
Friday from 9:00 to 13:00
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
+43 2252 766 46-43