Most frequently asked questions
Can I exchange one product for another?
Unfortunately we cannot offer exchanges at the moment but you can send back the article with the return form provided in the packet. Once the return arrives in our warehouse, you will receive an automatic refund within the following 5 working days. The refund will be paid back using the same payment method which you used to make the order (bank transfer, credit card payment or Paypal transfer). You are free to order the alternative product at any point during the return process – you don´t need to wait for the refund to make the new order!
Why doesn´t my tracking number work?
It takes a few hours for the tracking number to start working. Usually the tracking number works from 8pm on the day of dispatch. Sometimes it is the case that the tracking number does not work until 8pm on the next working day after dispatch. If you still cannot track your order, please contact our customer service.
Where is my parcel?
As soon as the order is dispatched, you will receive an e-mail with your tracking number. You can track your parcel with this number at the UPS website. Personalised articles such as skis with bindings and tennis rackets with personalised stringing require a full working day for processing. This means that the estimated delivery time will be one working day longer than usual. Within the UK, personalised articles should be delivered within 5-6 working days.
What are my rights concerning a return?
You have the right to return articles in their original packaging within 30 days of receipt, without having to provide a reason. Please use the return form provided in each packet and follow the instructions given on it in order to make a return. For more information concerning returns, check out the right to return section.
Has keller-sports.com received my payment?
Depending on the payment method, it can take varying times for us to receive payment. Payment via credit card is usually received immediately. Payment via Paypal may take a few minutes to show up in our account. In rare cases it may be that we cannot process Paypal payments, in which case we will request a transaction ID in order to accept the payment. If you choose to pay via bank transfer it may take up to 5 working days for us to receive payment, though this varies from bank to bank. The shipment notice e-mail is the final confirmation that payment has been received.
Has keller-sports.com received my return?
As soon as we receive a return in our warehouse, you will receive an e-mail confirming what articles we have received and what the next steps are in the return process. If you do not receive this e-mail within 1 month of having sent the return or the tracking number for the parcel says we have received it, please contact customer service.
There is an article missing from my order, what do I do?
If you believe that there is one or more articles missing from your order, then we will need a document with a handwritten signature stating your name, order number, what you ordered and which article(s) you did not receive. Please send this document via e-mail at [email protected]. Simply scan it or take a clear picture of it and send it in PDF or JPEG format. Once we receive this evidence we will let you know what the next steps are.
One of the articles I received is incorrect/ defective, what do I do?
If you believe that one or more items you have received is incorrect (not what you ordered) or defective, please send us a photograph as an attachment to an e-mail in a PDF or JPEG format showing clearly what the incorrect/ defective article is. Please also write in the e-mail, explaining what the incorrect article is so that we may see it clearly. Make sure you quote your order number (starting with OXS). When we get the photograph our customer support team will let you know what happens next.
I’m experiencing technical problems on the website, what can I do?
If you are using Internet Explorer, please make sure it is updated to the latest version. If you have version 9.0 or a previous one, it won’t be up to date with the changes we make to the Keller Sports website and you may experience some problems.
If you find you’re having any difficulties at the checkout process and you are using Google Chrome, Mozilla Firefox or any other browser, please erase the cache and everything should be in order.
I have a promotional code to use on my Keller Sports order but it says ‘invalid code’ at the checkout, how can I solve this?
Keller Sports frequently offer promotional codes throughout the year for but please check the conditions of this code. Please make sure you have the minimum order in your basket and the products in your basket conform to the type of products we’re offering with this voucher. Please also check the expiry date of your discount code. All conditions of your discount code will be provided when you receive the code.
Can I contact keller-sports.com on the phone?
Yes of course you can, we can answer questions about products, order process, order status and much more. Our office is open 9am until 6pm CET Monday to Thursday and on Friday from 8am until 4pm. Should you be unable to contact us during these times, send us an e-mail to [email protected] and we will answer you as soon as possible. If you would prefer to talk to us on the chat, simply click on the chat link when the light is green and we will be available to talk to you and answer any questions you may have. For questions about an order, please provide your order number when you call, chat or e-mail us – the order number starts with OXS and can be found on your order confirmation e-mail. If you have questions about a product, it would be very helpful if you had the article number at hand and quoted it either on the phone, via e-mail or on the chat. You can find the article number under the ´Details and Properties´ tab on the product description page.
Can I receive my invoice in the post?
Unfortunately we are currently unable to send invoices in the post. The invoice is always sent to you automatically via e-mail, not long after completing the order process.
How can I cancel an order?
You cannot cancel an order yourself; you will have to ask the customer service team to do it for you. Please be aware that an order can only be cancelled while we are still awaiting payment. If we have already received the payment then the packet will be ready for shipment, so the order can no longer be cancelled.
I want to change one or more articles in my order/ my payment method, how can I do that? Unfortunately it is not possible to change an order once it has been placed. If you wish to change the payment method or articles in the order, you only have the choice to cancel the order and start again with the ordering process.
I want to change my shipping address, how can I do that?
If the order has not yet been shipped, you have the chance to change the shipping address - simply contact our customer service team, quoting your order number and the new shipping address.
I haven´t received the refund for the return I made, why?
Please be aware that, once a return arrives at our warehouse, an automatic refund should follow within the next 5 working days. If you paid by bank transfer, we will of course need your bank details (bank name, BIC code and IBAN code) to refund you.
If 5 working days have passed since we received your return and you still don´t have a refund, please get in contact with us and we will gladly sort it out for you.
Why has my order not been dispatched, even though I ordered before 4pm on a working day?
All orders are checked thoroughly by our warehouse to make sure that addresses are correct to avoid delays in delivery or even postal returns. For this reason, if an address is incorrect, (for example, the postcode has been written in the ´city´ field) then the order will be delayed by the warehouse because someone will have to detect the mistake and correct it before the order is dispatched.
Do I still have to get a specialist to set the binding on a ski?
Yes. The skis are delivered with the mounted (but not yet set) binding and are not yet ready to be used for winter sports. Before the first use, the binding must be set by a professional or by a specialist sports shop assistant. The ski must be set according to the age, gender, weight and level of the skier. The skier runs a great risk of injury if the ski is not set and checked with a ski service machine.
Can I return a ski?
We cannot accept as returns any skis that have been personalised or refined through binding. Any products ordered in conjunction with the ski (such as winter clothing) may, of course, be returned.
If you still have unanswered questions, our customer service team will be more than happy to help you!
You are always welcome to write to us with your positive feedback or constructive criticism, as well as ideas for improvement. We would love to know what we can do to offer you an even better experience! We have a separate E-mail address especially for feedback: [email protected]