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FAQs

PRODUCT INFORMATION

CAN I CLEAN MY KEDS IN WASHING MACHINE?
 

We do not recommend placing your Keds in the washing machine or dryer. We recommend spot washing and drying unless otherwise stated.

 

ARE YOUR PRODUCTS AUTHENTIC?
 

We only offer original and quality products. As we take pride in the authenticity of every product in stock.

 

PRODUCT, CONTENT,  AND SPECIFICATIONS
 

We make all reasonable efforts to accurately display the attributes of our products, including their current state and their applicable colors; however, the actual color you see will depend on your screen and we cannot guarantee that it will accurately display such colors.

Some items have been in storage for a while and may not have their original packaging, intact or otherwise. Quantities of our products may sometimes be limited and in the course of selection can be depleted, we recommend checking out quickly especially with items that have bigger discounts.

Products on sale on this website are sold as-is which denotes that the products are sold in whatever condition it presently exists hence the buyer is committing to the transaction with all faults whether or not immediately visible.

 

PAYMENT

WHAT METHOD OF PAYMENT DOES KEDS.COM.PH ACCEPT?
 

We currently accept the following forms of payment:

  • Credit Card
  • Debit Card
  • G-Cash
  • Cash on Delivery

Please note that any additional charges for any mobile/bank transactions will be shouldered by customers.

 

WHEN WILL I RECEIVED A REFUND?
 

Returns will be refunded to the original  card used to purchase the item(s).  Please allow three weeks for your refund to be processed. You will be advise e currently accept the following forms of payment:

  • Credit Card
  • Debit Card
  • G-Cash
  • Cash on Delivery

Please note that any additional charges for any mobile/bank transactions will be shouldered by customers.

 

SHIPPING

CAN  I CHANGE MY DELIVERY ADDRESS? 
 

Change of delivery address is not allowed IF ORDER HAS ALREADY PROCESSED. Items delivered that are not received by the customer will be returned to Keds. Additional Shipping fees will apply for new delivery request/s.

 

CAN MY DELIVERY ADDRESS BE DIFFERENT FROM BILLING ADDRESS? 
 

Yes, it is possible. During the checkout process, you may choose a different address under the BILLING ADDRESS section.

Please note that this options is only valid for addresses within the country.

 

HOW LONG DOES IT TAKE TO PROCESS AND SHIPPED MY ORDER?
 

The time it takes for you to receive your order will depend on your location, the item(s) ordered, and on the capacity of our logistics company partners. All shipments take place in two stages: processing and transit.

 

PROCESSING

Processing and pacing times are estimated 24-48 business hours. This excludes orders placed on the weekend

TRANSIT

• Metro Manila & Greater Metro Manila Area: 2 - 4 business days.

• Luzon: 5 - 10 business days

• Visayas / Mindanao: 7 - 14 business days

 

NOTE: Due to varying government guidelines imposed on shipping and quarantine restrictions, please expect considerable delays on shipping. Rest assured we continuously employ every available effort to provide the best service that we can.

Orders are shipped on business days only. Business days are Monday to Friday, 9am - 4pm, excluding national holidays in the Philippines.

 

WHAT CAN CAUSE MY ORDER TO BE DELAYED?
 

There are several reasons, why an order might be delayed. Typically, delays result from order-related date discrepancies. For instances, if the billing information you provided does not match or cannot be located (including address and telephone number).

Also, Here are some reasons your delivery be late:

  • You ordered more than one products. In exceptional circumstances, your orders may arrive in different packages and on different dates.
  • Your order was placed during a local public holiday
  • There were unforeseen circumstances beyond our control.

  

CAN I GO TO YOUR NEAREST STORE TO PICK-UP THE ITEM?
 

No. We only delivery through our partner courier services.

 

WHO SHALL WE CONTACT IN CASE OF DELAYED DELIVERY?
 

You may contact the delivery of your order through the website of your assigned courier.

 

CAN I CHANGE MY DELIVERY ADDRESS OR CHANGE/CANCEL MY ORDER IF IT HASN'T BEEN SHIPPED YET?
 

No. Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order or order details even if it has not been shipped yet.

If any details of your order are incorrect, please contact our Customer Service between the hours of Mon-Fri, 9am - 4pm.

 

WHAT SHOULD I DO IF I RECEIVED THE WRONG PRODUCT(S)?
 

If you placed your order from Keds.com.ph and received the wrong products, kindly contact our Customer Service between the hours of Mon-Fri, 9am - 4pm or email us through surprisesale@keds.com.ph

 

ORDERS

IF I CHANGED MY MIND CAN I CANCEL OR CHANGE MY ORDER?
 

Our goal is to expedite your order as quickly as possible; therefore once your order is placed it cannot be cancelled or changed.

 

CAN I CHANGED SIZE IN CASE THE ITEM DOES NOT FIT?
 

Change in size is not allowed when the item(s) are already bought and delivered. In special cases, you may arrange this with our Customer Care but shipment will be shouldered by customer for the Return and Delivery.

 

HOW DO I TRACK MY ORDER?
 

When you place an order on Keds.com.ph, you will received notification in two stages: Order Confirmation and Order Shipped.

 

ORDER CONFIRMATION

You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will receive an email or SMS to inform you of the cancellation.

However, if you do not receive any information within 3 business days, please fee free to contact our Customer Service.

ORDER SHIPPED

This notification is provided to advise that your order has been shipped from our warehouse and is on its way to your preferred delivery address.

 

HOW DO I TRACK MY DELIVERY?
 

Once your order has been dispatched from your warehouse, you will receive a Shipping Notification from our partner courier via SMS or App.

The messages will include the tracking number or the link to track your order online.

There may be some delay between the status of an order being updated, however, the carrier usually updates their information within one business day.

 

WHY WAS MY ONLINE ORDER CANCELLED?
 

Sometimes we have to cancel your orders due to several reasons, including but not limited to:

STOCK AVAILABILITY: It can be that your size ran out of stock before we could process your order.

PAYMENT ISSUES: Your payment did not go through or we were not able to verify your payment details

DELIVERY ADDRESS ISSUE: You may have accidentally entered an incorrect or incomplete delivery address which we couldn't process.

To get a clear understanding of why your order was canceled, we recommend you Chat with us directly or send an email at surprisesale@keds.com.ph