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?
To place an order, navigate through our user-friendly webshop. You can utilize the search function, explore categories, or refine product listings by various parameters such as size, price, and purpose.
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?
You will automatically receive an order confirmation via email, complete with your unique order number. If it's not in your inbox, be sure to check your spam folder. It's possible you may have entered the wrong email address. Remember, payments are processed immediately. If you need further assistance, don't hesitate to reach out to us, and we'll guide you to find your order.
What happens after I make a payment?
Upon successful payment, a payment confirmation will be displayed instantly. Subsequently, an order confirmation will be sent to the email address you provided. You can expect to receive an invoice shortly after your order is dispatched. This comprehensive order confirmation will encompass your billing and delivery address, pricing details, payment method, and the number of shipments, if it applies to your order.
Do I need an account to be able to place an order?
No, an account is not a requirement for placing an order. You can shop without logging in. However, there are benefits to having an account, such as a quicker and more convenient checkout process, eliminating the need to enter your details every time. Plus, with an account, you can easily access your order history and track past purchases.
Can I have my order changed or cancelled after I have placed it?
Order modifications or cancellations are only possible if your order has not entered the processing phase. Once it's beyond this point, unfortunately, we're unable to assist. As a large company with automated processes spanning multiple warehouses, cancellations are not feasible at that stage. If cancellation isn't an option, you can always return the shipment for a full refund. For more details on returns, please visit our dedicated returns page here.
Can I change the delivery or billing address later?
Unfortunately, once an order is placed, it's not possible to make address changes. To ensure a smooth delivery process, please double-check and enter the correct address during your order placement. If, for any reason, your shipment cannot be delivered, it will be returned to us. Once we've received and inspected the returned shipment, the refund will be processed using the payment method you originally specified.
How do I find my order number?
Your order number can be located on both your order confirmation and your invoice. It's a unique sequence of seven numbers, serving as your reference for tracking and inquiries.
Why can't I select the size I want?
Sold-out sizes cannot be added to your shopping cart. Our inventory is updated in real-time, ensuring that only available sizes are presented for purchase.
Can I pre-order items?
Certainly! We provide the option to pre-order items. If you spot a pre-order symbol, it signifies that the item isn't available at that moment. However, rest assured that as soon as the item arrives at our facility, your order will be promptly processed.
What if the item I ordered is out of stock?
While we make every effort to uphold accurate inventory records, there may be occasional inventory discrepancies. In the rare event that another customer purchases the last item you intended to buy just moments before you complete your checkout, don't worry. Our dedicated customer service team is here to assist you and can provide several solutions to address the situation, ensuring your shopping experience remains smooth and satisfying.
I need help with payments
What payment methods are available?
We provide a diverse range of payment options to suit your preferences. These include credit or debit cards (such as MasterCard, VISA, and American Express), digital wallets like Apple Pay and Google Pay, as well as the convenience of PayPal and AmazonPay. Additionally, in certain countries, you may have the option to place an order via Klarna, a pay-on-account payment method. For further details and to explore our payment options, please visit our dedicated payments page here.
What notifications can I expect after making a payment?
Upon successful payment, you'll receive prompt notifications to keep you informed. First, a payment confirmation will be displayed immediately. Following that, an order confirmation will be sent to the email address you provided.
Where can I find the CVC security code on my card?
The CVC (Card Verification Code) security code is typically located on the back of your card. However, please note that different card types may have various security codes. If you encounter any difficulties or have questions regarding your specific card, we recommend reaching out to your respective bank for assistance.
When will I receive my invoice and tracking information?
Your invoice will be dispatched to the email address you provided on the day your package leaves our warehouse. Additionally, you will receive an automated email containing your tracking number on the day your package is dispatched. It's important to note that certain email domains may flag these emails as spam, so be sure to check your spam folder before getting in touch with us to ensure you have all the necessary information.
Can my company or football club be billed?
Absolutely! During the checkout process, you have the flexibility to enter different billing and shipping addresses. However, please keep in mind that once an invoice has been issued, we may not be able to make changes to it. If you need to modify the billing address, we can assist you before the package is dispatched. It's always a good practice to ensure that the billing address you enter is accurate and matches your order confirmation to avoid any complications.
What should I know about Brexit?
Extra fees should only apply to orders over £135 (incl. shipping costs!). Rest assured, KEEPERsport will notify you if your order surpasses this threshold. For such orders, the costs will be determined by the customs department upon your order's arrival in the UK and will be the responsibility of 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 UPS or DHL/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.
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 introduced new challenges for delivery firms, resulting in the implementation of 'handling fees' to cover the additional administrative costs associated with customs procedures. To maintain competitive shipping rates, we employ a tiered shipping system where the shipping costs are determined by the total value of your shopping cart. This approach ensures that you pay a shipping fee that aligns with your purchase, keeping costs as low as possible.
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 typically dispatched within 1-4 working days. The exact timeframe may depend on the volume of orders at the time and the specific warehouse your item is sourced from. Please be aware that personalized items may lead to a slight shipping delay by a few days.
Upon dispatch of your package, you'll receive both an invoice and a shipment tracking notification (from Shipcloud) sent directly to your email address. Shipping times can vary and generally range from 3 to 7 business days, contingent on the duration of the customs process.
I did not receive my full order. What happened?
We highly value our UK customers and have implemented a no-limit split order policy to expedite delivery. This means we send each item separately, as soon as it's available, from various warehouses, ensuring faster shipping. While this may result in more parcels than usual, we cover the additional shipping costs. You won't be charged extra for split shipments. An invoice for dispatched items will be sent to your email when a warehouse sends one of your shipments. To check how your order will be shipped, refer to your order confirmation. Our aim is to get your order to you quickly and efficiently.
Do you ship to P.O. boxes?
We are unable to ship to P.O boxes
What happens if my package gets lost?
We take great care in dispatching every parcel promptly. However, please understand that we have limited control over the delivery process. If, by any chance, your package gets lost in transit, we're here to assist. We may offer you the choice of a refund or a replacement package, ensuring your satisfaction with your order.
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?
When returning unwanted goods, you are typically responsible for covering the delivery cost, unless the retailer specifies that they will handle the returns. To safeguard your interests, we advise obtaining proof of postage. This documentation can serve as essential evidence in case the parcel is lost or if we need to trace its location.
However, if you have received faulty items or the wrong item, you will not be required to bear the 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.
At KEEPERsport, our product selection undergoes rigorous quality testing conducted by goalkeeper specialists. We take pride in working exclusively with a curated list of top-tier goalkeeper brands, which we consider to be the best in the industry. Some of these brands include, but not limited to Adidas, Puma, Nike, Reusch, Uhlsport, and Sells. This stringent selection process ensures that we provide you with only the finest and most reliable choices on the market.
You have the option to personalize a wide range of our products, including jerseys, boots, and gloves. As you add your desired item(s) to your shopping cart, you'll be prompted with a question regarding personalization. If you require further information or details about our personalization options, please don't hesitate to click here for more information.
Exclusive SMU "special make-up" gloves
At KEEPERsport, we understand that every goalkeeper aspires to be equipped like the pros in the top football leagues. We're here to make that dream a reality. Our exclusive "special make-up" (SMU) goalkeeper gloves are meticulously designed by top-tier brands such as adidas, Puma, Uhlsport, Reusch, and Sells. These gloves are unique to KEEPERsport, earning them the title "KEEPERsport Editions."
What sets these gloves apart is that they are crafted from the finest materials and deliver top-notch functionality, akin to the gloves worn by international soccer stars. Moreover, our multi-buy offers and special deals apply to these exclusive editions, offering you an unbeatable value for your investment, making it highly unlikely you'll find a better deal in the world of goalkeeping gear. Your dream of playing like the pros is within reach with KEEPERsport.
We provide a fair and consistent discount system for all customers, with quantity discounts displayed for most items. Our multi-buy offers on various models from our exclusive KEEPERsport Editions allow you to mix and match up to three pairs while still benefiting from quantity discounts, with some packages offering over 50% off. For business orders or large quantities, feel free to contact us, and we'll work on tailoring a custom offer to suit your needs with further discounts. Your savings and satisfaction matter to us.
Craft your one-of-a-kind goalkeeper set and enjoy cost savings! We offer goalkeeper gloves, match gear, and training sets. Check out our multi-buy offers at the bottom of the drop-down menu in each relevant category. Tailor your set, save money, and gear up with confidence.
Decades of experience
With over 20 years of experience in goalkeeping, KEEPERsport has been the trusted partner of goalkeepers around the world. Rely on our wealth of knowledge to enhance your goalkeeping journey.
This project was put on hold until further notice.
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.
This project was put on hold until further notice.
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 9:00-16:00
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
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