Is Keep’s website secure?
All information provided to us through our website is completely protected and secured
through GeoTrust. We ensure that your personal and billing information will not
be disclosed to any third parties.
Do you have a size chart?
To view our size chart, which includes US and international sizes, please
Please note that our Keep US Sizing incorporates both Men and Women sizes. European
customers, please note that our European Sizing runs a bit large. We advise to order
1/2 size smaller.
How can I check the status of my order?
After placing your order, you will receive a confirmation email. You will then receive
another email with your FedEx Tracking # within 1-2 business days.
Your FedEx Tracking # will provide you with up-to-date information on the whereabouts
of your shoes!
If you would like a status update before you receive your FedEx Tracking #, feel
free to call us at 213 620 0148.
How can I change my order?
You can change your order by emailing firstname.lastname@example.org or calling 213 620
0148. Changes can only be made if your email or phone call is received before your
order has actually shipped.
What credit cards do you accept?
We accept all major credit cards: American Express, Discover, Mastercard and Visa.
Do you charge sales tax?
We charge sales tax (9.75%) for residents of California. Gift Certificates are not
What if I encounter problems during checkout?
If you are having problems processing your order, there may be conflicts between
our website and your browser.
An order is only processed if you have received a confirmation email from us.
If your credit card has been declined, there may be slight differences between the
information you are entering and the information that is on file with your bank.
If you receive notice that your card has been declined, your order has not been
processed. A charge still might appear on your statement as “pending,” however,
the funds will be re-released to your account after 3-5 business days.
If you are running into such problems, but would still like to place an order, please
call us at 213 620 0148. We’ll be able to help you place a phone order.
What is your shipping policy?
Domestic orders are shipped via FedEx. Shipping costs are as follows:
FedEx Next Day Air - $55.00 for the first item plus $6.00 per any additional item.
FedEx 2nd Day Air - $45.00 for the first item plus $5.00 per any additional item.
FedEx 3 Day Select - $15.00 for the first item plus $4.00 per any additional item.
FedEx Ground - $10.00 for the first item plus $3.00 per any additional item.
Canadian orders are shipped via Fedex. Shipping costs are as follows:
CANADA $22.00 (6-8 Business Days) for the first item with $8.00 per any additional
Canadian customers, please note that your shipping charge DOES NOT include any customs
fees that you may incur. We are not responsible for these additional fees.
International orders outside of Canada are shipped via Fedex International Mail
Service which utilizes Fedex and your local postal service. Shipping costs are as
INTERNATIONAL OUTSIDE OF CANADA $22.00 (6-8 Business Days) for the first item plus
$10.00 per any additional item.
International customers, please note that your shipping charge DOES NOT include
any customs fees that you may incur. We are not responsible for these additional
What is your return/exchange policy?
Web Purchases: Return or exchange within 14 days of order ship date. Goods must
be in unworn, perfect condition and the “Returns and Exchanges” form must be filled
out. Sale items can be returned for store credit only. Store credit is valid for
1 year from date of issue.
Please ship returns and exchanges via USPS, UPS or Fedex to:
523 N. Fairfax Ave.
Los Angeles, CA 90036
We do our best to process your returns and exchanges as quickly as possible. In
some instances, it takes longer than others, but in most cases you should see your
refund by your next billing cycle. Shipping refund is not included.
If you are exchanging an item, you will incur an additional shipping charge. Please
include your credit card information on the “Returns and Exchanges” form included
in your original shipment.
Store Purchases: All store purchases are exchange only. Store Credit is valid for
1 year from date of issue. We're sorry, but we don't accept returns for purchases
at the store.
Do you offer Gift Certificates? And how do they work?
Yes, we do! You can purchase a Gift Certificate by calling us at 213 620 0148 or
emailing us at email@example.com.
If the certificate is for a US resident, you can either have us mail a hard copy
(free of cost) or have us email an electronic copy to that person. If the certificate
is for a non-US resident, we will email an electronic copy to that person. Instructions
on using the certificates are written on the certificates themselves.
Instructions on using the certificates are written on the certificates themselves.
Who should I contact if I have any further questions?
You can always reach us by calling 213 620 0148. We take much pride in our excellent
customer service! Our phone lines are open Monday – Friday, 9 AM – 5 PM PST.
Oh, and one last thing! Where is the store located and when is it open?
Our store address is below and is open Tuesday – Saturday, 12 PM – 7 PM. If you
have any questions regarding the store, please call 323 655 1010.
523 N. Fairfax Ave.
Los Angeles, CA 90036.
I don't see my shoe size available in a specific style. Is there a chance I can
order it? Or will it be restocked?
Unfortunately, what we have available on our site is our entire inventory. If you
do not see your size, we have sold out. We typically do not restock shoes once they
have sold out. However, very rarely we will bring back old styles in future collections.
We suggest you sign up on our mailing list to be the first to find out when new
styles are released. When new collections are first released we have a full mens
and womens size run: 5 Womens/ 3.5 Men to 14 Women/12.5 Men.