Customer Service

  • Since 1966, K•Swiss has represented innovation, quality, performance and style. Its signature K•SWISS "CLASSIC," the first American all leather tennis shoe, made its debut at Wimbledon in 1966, and now generations later, is still a style staple both on and off the court. Today, K•Swiss' premium sports heritage has expanded from tennis footwear, to also lifestyle, running and training footwear that stands up to the performance demands of world-class athletes and trendsetters alike.
    To contact one of the K•swiss offices please see the “Contact Us” page.


    SHIPPING LOCATIONS
    All products on this K•Swiss Europe websites may be shipped to a residential or work address within the Netherlands, Luxembourg, Belgium, Germany, Austria, Denmark, Italy, Sweden, Ireland and UK mainland (excluding Channel Islands).


    DELIVERY LEAD TIMES
    Standard shipping
    We deliver products from Monday through Friday. Please note that weekend days and public holidays are not considered working days. Delivery will be within the time frames indicated below.
    Country    Delivery Time
    Austria    2-3 days
    Belgium    1-3 days
    Germany    1-3 days
    Ireland    3-4 days
    Netherlands    1-3 days
    United Kingdom    2-3 days
    Other EU countries    3-6 days

    FACTORY WORKING CONDITIONS
    K•Swiss has adopted the SA8000 Standard for factory operations. All of K•Swiss' products are made in factories owned by others. At K•Swiss' request, all factory owners have agreed to implement the SA8000 Standard. The standard includes bans on child labor, mistreatment of workers, a ban on illegal overtime, and on all overtime for which workers are not paid premium wages. The standard requires measures to promote worker safety (e.g., fire safety, factory hygiene, safe living quarters), and regular audits by outside agencies which have been specially certified on the SA8000 Standard. We recognize that full implementation of the SA8000 Standard will require continual efforts, and we are serious about it.

     

  • What is the Customer Service phone number?
    Please see the "Contact Us" page.

     

    I can’t find my size, why?
    Only sizes available will be shown in the size drop-down menu. If you can’t see your size in the drop-down menu it means we do not have your size currently available.


    When will my product(s) arrive?

    Standard shipping
    We deliver products from Monday through Friday. Please note that weekend days and public holidays are not considered working days. Delivery will be within the time frames indicated below.

    Country Delivery Time
    Austria 2-3 days
    Belgium 1-3 days
    Germany 1-3 days
    Ireland 3-4 days
    Netherlands 1-3 days
    United Kingdom 2-3 days
    Other EU countries 3-6 days


    Where do you ship to in Europe?
    All products on this K•Swiss Europe websites may be shipped to a residential or work address within the Netherlands, Luxembourg, Belgium, Germany, Austria, Denmark, Italy, Sweden, Ireland and UK mainland (excluding Channel Islands).


    How do I return my shoes?
    Click here for return instructions.

     

    What payment methods do you accept?
    K-Swiss accepts major credit cards, PayPal, The accepted credit cards include Visa, Mastercard, American Express, Discover, Diner's Club, and JCB.


    What VAT rates am I charged?
    The price as stated on the K•Swiss Check Out page includes the applicable VAT but does not include freight charges (these are added later in the check out process).

    Shipments to United Kingdom: 17,5%
    Shipments to Ireland: 21,5%
    All other shipments: 19%


    Where are your shoes made?
    K-Swiss has adopted the SA8000 Standard for factory operations. All of K-Swiss' products are made in factories owned by others. At K-Swiss' request, all factory owners have agreed to implement the SA8000 Standard. The standard includes bans on child labor, mistreatment of workers, a ban on illegal overtime, and on all overtime for which workers are not paid premium wages. The standard requires measures to promote worker safety (e.g., fire safety, factory hygiene, safe living quarters), and regular audits by outside agencies which have been specially certified on the SA8000 Standard. We recognize that full implementation of the SA8000 Standard will require continual efforts, and we are serious about it.

     

    Can I wash my shoes?
    Here are our cleaning and care instructions for K-Swiss shoes.
    Leather
    • Rub gently with a damp cloth using lukewarm water and mild soap
    • Do NOT machine wash
    • Do not use bleach

    Suede and Nubuck
    • Use a "suede" brush to brush away dirt (use when shoe is dry)
    • Do not use water (may cause permanent stain)

    Synthetic Materials
    • Depending upon material texture, follow instructions for leather, suede, or nubuck

    • Canvas
    • Rub gently with a damp cloth using lukewarm water and mild soap
    • Can be machine washed but must be "air dried" with no direct sunlight or other source of heat
    • Do not use bleach

    Drying Instructions
    • Allows allow shoes to "air dry" naturally at room temperature
    • Stuff with paper on shoe tree to maintain shape
    • Do not force dry shoes with any source of direct heat
     

  • If you have any questions or comments about K•Swiss, our products, or the website, you may reach Customer Service using below contact details.


    Customer service will typically respond to questions within 24 hours (in normal working days).


    Opening Hours: Monday - Friday 09.00 - 17.30

    K-Swiss Europe BV

    Diakenhuisweg 45

    2033 AP HAARLEM

    Email: eu-ecommerce@k-swiss.com
    
VAT number: NL800960233B01
    
Registered at Chamber of Commerce Amsterdam, The Netherlands, no. 33242199

  • Placing an order on our website is easy. Just follow these simple steps.

    1. Choose the products you want to purchase
      You can browse by gender or category by using the menus on the top of the page. To find out more about a product, click on its image or name and you will be taken to a page with more detailed product information.
    2. Add products to your Shopping Bag
      Once you have selected an item, and you have selected size and quantity, click the “Add to Cart” button on the right side of the product detail page. Remember, you can view the contents of your shopping cart at any time by clicking the Shopping Cart icon at the top of every page of our sites.
    3. Proceed to Check Out
      When you're ready to complete your order, be sure to review all of the items that are in your shopping bag. You can add, change or delete items until you are completely satisfied with your order. Once you have selected all the items that you would like to purchase, click on the "CHECK OUT" button.
      You can checkout as a guest, register or if you are already registered use the Login option to proceed to the Billing, shipping and payment information steps.
    4. Enter shipping and billing information
      In this step you will enter the shipping and billing addresses. Note that your billing address is the address linked to your Credit/Debit card, and so it must be entered exactly as it appears on your bank statement.
      You can enter a different shipping address if you’d like your product(s) to arrive at a different location to your billing (bank statement) address. When you’ve finished entering this information in these steps, please click on the “Continue” button.
    5. Shipping Method
      In this step, your shipping costs will be added to the overall bill. Orders above 50 euro/45 GBP are free. However, these costs apply to orders below this amount: Currency Cost
      Austria EUR 5,50
      Belgium EUR 5,50
      Germany EUR 5,50
      Ireland EUR 5,50
      Netherlands EUR 5,50
      United Kingdom GBP 4,00
      Other EU countries EUR 7,50
    6. Enter payment information
      Select your method of payment and payment information from the options available. Be sure to review all information on this screen before clicking the “PLACE ORDER” button. You can make any necessary changes to your shopping bag, shipping, billing, and payment information by using the “CHANGE ORDER” option. Please review your order details in the Order Review step and confirm the order by pressing the “PLACE ORDER” button.
    7. Your Order
      After you place your order, you will receive e-mails about your order. Below are the kinds of e-mails you might receive:
      • Order Confirmation. This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.
      • Shipment Confirmation. This e-mail confirms that your order or part of your order has shipped.
      • Important notice about your order. There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, or cancellation of order.
      Note: K•Swiss explicitly reserves the right not to accept your order and to cancel the Purchase.
    8. Order Tracking
      Check the status of your most recent orders by visiting our Order Tracking page. This is the easiest and fastest way to get the most current information regarding your www.kswiss.com orders. When you click on Order Tracking, you will be prompted to log in with your order number AND your e-mail address. An order summary page will provide you with detailed information about your current order or past orders. After your order is shipped, your tracking number, if available, will be displayed.
    9. Getting Help
      We understand that some consumers may have questions in the process of navigating the website and or entering their order. Should you need help, please feel free to contact your local customer service center at one of the locations listed on the Contact Us page.
    10. Canceling your order
      Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are: - Item(s) not available.
      - Difficulty in processing your payment information.
      - Cannot ship to address provided.
      - Duplicate order was placed.
      - Cancelled due to a customer request. If your order is cancelled, you will receive a notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.
    11. Customer Order Cancellation
      Should you choose to cancel your order before it ships, please contact Customer Service who will cancel your order for you.
      Please be sure to have your unique reference number stated in your order confirmation at hand to make this process easier for you.
  • Returning orders after receipt


    If you are for whatever reason not happy with the products you ordered from a K•Swiss Website , you may return the products delivered to you within 30 calendar days after receipt of the merchandise, without giving us any reason, as long as:
    •    the products are unwashed and not used in any way
    •    you are allowed to try garments or shoes on for fit, unless we have indicated otherwise (but you cannot wear them)
    •    the product is in its original, undamaged packaging (a carefully opened package will not be considered damaged)
    •    the product is complete: e.g. both items of a pair must be returned
    We will not accept returned products that do not comply with these instructions.
    After receipt of your goods, a full refund will be issued excluding the shipping costs. Please note that it can take up to 2 weeks after receipt of your goods before we will refund you due to inspection and payment processing. Refunds will be given in the same form of payment as the original purchase.


    How to return product

     

     

    Please follow the below instructions to prepare the collection:

     

    Place the product in its original K-Swiss packaging and use the original cardboard box (outer box) to return. Ensure that no other UPS tracking labels are attached to the package.

     

    1. Please fill out the reason to return document. To help return your product quickly and refund your payment, we need to know the reason why are you returning the product. You will find the invoice number on the original invoice you have received via e-mail right after you placed the order.

     

    2. Login to the UPS website: http://row.ups-esp.com/aspx/Login.aspx

     

    3. Your login UserID and Password for the UPS website are included in your packing list.

     

    4. Complete your personal details and click the “OK” button when done.

     

    5. Print off the created UPS collection label and fold the printed label on the dotted line.

     

    6. Place the label in a Shipping Pouch provided in the original shipment. If you do not have a pouch, affix the folded label using clear plastic shipping tape over the entire label. 

     

    6. Arrange Collection or Drop-off by calling UPS on the telephone number mentioned on your collection label.

     

    7. Please send the parcel to:

    K-SWISS EUROPE B.V.

    C/O DSV SOLUTIONS

    ORIONWEG 9

    HAVENNUMMER 264

    4782 SC MOERDIJK

    NETHERLANDS

     

     

    Exchanges
    Product exchanges are currently not possible, but you do have the option of returning your product.  In order to receive  another product, color or size, you will have to place a new order on a K•Swiss Website.