KEIS CARE

FREQUENTLY ASKED QUESTIONS

Need help and looking for an answer to your question? Take a look at our FAQs below

KEIS Heated Apparel FAQs | Jackets, Gloves, Batteries & More

Order Management

I am looking to place an order with KEIS but I’m not sure how it works?
Orders can be placed quickly and securely through the KEIS online store. Simply choose your product, add it to your basket, and proceed to checkout to complete your purchase 🧑💻
If you’d prefer to shop in person, you can visit one of our official KEIS dealers to see our heated clothing and accessories in store 🛒

Can I cancel my KEIS order if I change my mind?
Our warehouse aims to despatch all in-stock KEIS orders within 1 business day, so if you’d like to cancel, please contact our customer service team as soon as possible. Provided your order has not yet left our warehouse, we’ll do our best to cancel it.

⚡ Important to know:

  • For in-stock items, you must notify us the same working day you place your order.

  • Once an item is being processed for despatch, cancellation is not always guaranteed.

  • For out-of-stock or pre-order items, cancellation is possible any time before restocking and fulfilment.

  • If your order has already been despatched, you’ll need to follow our returns process: https://keisapparel.com/policies/refund-policy

I have provided the wrong address on my KEIS order, what do I do?
If your KEIS order hasn’t yet left our warehouse, we may be able to update the delivery address. If the order has already been dispatched, cancellation of the delivery may still be possible.
To avoid delays, it’s important to provide the correct shipping address during checkout. While our system helps verify details, it may not detect every error, so double-checking your information is always the best way to ensure smooth delivery.

I am missing an item from my KEIS order, what should I do?
On the product page for your KEIS garment, you can see what is expected in the delivery. Please identify the part you are missing and reach out to us via the Contact Us page: https://keisapparel.com/pages/contact-us 📦

I need an invoice for my KEIS order how can I request one?
Reach out to us via the Contact Us page: https://keisapparel.com/pages/contact-us – we can get this over to you!

General Queries

Are there any KEIS discount codes?
Sign up to our newsletter "Hot off the Peg" to learn about any news of discounts, offers or campaigns for KEIS!
We can't promise you a discount but this is the best way to find out about one.

Do KEIS do a discount for blood bikers?
Contact us with a copy of your ID card and we will get a discount sorted for you! 🪪

Do KEIS do a discount for blue light card?
Contact us with a copy of your ID card and we will get a discount sorted for you! 🪪

I want to sell KEIS at my store, who should I contact?
Reach out to sales@keis-apparel.co.uk with your business name, contact details and link to your website and the team will review your request.

How can I share feedback about KEIS products or the website?
Sign up to our newsletter "Hot off The Peg". We review all the feedback shared with us to enhance and improve our website and products.

Do KEIS do influencer collaborations, how can I apply?
We’re proud to have a great team of social media influencers who represent KEIS!
While we’re not currently looking to expand our roster, we’re always open to hearing from passionate riders and content creators. If you think you’d be a great fit in the future, feel free to email marketing@motohaus.com. Our team will keep your details on file and get in touch if an opportunity comes up.

Delivery & Tracking

How long does KEIS delivery take in the UK?
For orders in the Mainland UK, our turnaround is 3-5 business days. Take a look at our shipping policy for more details: https://keisapparel.com/policies/shipping-policy 📦

How does overseas shipping work for KEIS orders?
We’re proud to offer worldwide shipping for our KEIS range! 🌍
Before placing an order, check if there are any stockists in your area for faster delivery. If not, we can ship directly to you. Please note, international customs and taxes are not included in the shipping price, so you may be contacted to process these duties upon arrival in your country.

How do I track my KEIS order?
When we ship your KEIS order, we will send you a shipping confirmation with a tracking number.
You can also log in to your account here: https://keisapparel.com/account/login and access your order history.

If I order two KEIS items but one is out of stock, can you split my order?
We understand that sometimes you might need part of your purchase sooner. While we don’t always split KEIS orders, if an item from your order is in stock and you’d like it sent ahead, please get in touch with our team.

My courier says my KEIS order is delivered but I do not have the parcel. What should I do?
Check your tracking information to see if there are any updates on where your KEIS package might have been left.
If you’re certain the items aren’t with a neighbour or in a safe place, contact us: https://keisapparel.com/pages/contact-us.
We will work to resolve any delivery issues as quickly as possible.

Stock

When will out of stock KEIS items be back in stock?
The KEIS season starts in September. Once we have received stock into our warehouse, products will be available to order from our website. Once we sell out of an item, we will likely not be getting this back until the next season.

Sizing

How do I choose the correct size KEIS garment?
On our product pages, you’ll find a handy size guide to help you measure and choose the right fit for your KEIS gear. 📏

Are KEIS heated garments unisex?
Yes, KEIS products are unisex. There is a specifically designed bodywarmer for a tailored female fit but we have a range of customers using all the products available.

Choosing the right size KEIS jacket
The J601 has some flex to it and is designed to be a slim fit, so lean to the smaller size.
The J505 and J501 both have a rigid softshell material which is tighter and will likely fit true to size. Every body is different and you can always exchange for a different size. 🧥

Can I exchange the size of my KEIS garment?
If your delivery arrived within the last 30 days, you can easily process your exchange here: https://keisapparel.com/policies/refund-policy.
Postage for your first return is free.

Do KEIS heated socks come in different sizes?
Yes! Our heated socks come in a range of sizes and are designed to be worn over your usual socks 🧦

Product and How it Works

How warm do KEIS garments get?
Dual Powered garments are designed to feel comfortably warm, not hot to the touch.
High Powered garments deliver more intense heat.
We recommend using an optional heat controller for maximum comfort and flexibility.

Where are the heating elements located on KEIS garments?
🧤 Gloves – heating panels on back of hand
🧥 Jackets – front panels, back panel, heated collar
🎽 Vest – front panels, back panel
🎽 Bodywarmers – front panels, back panel, heated collar
👖 Trousers – heated panels around thighs and knees
🧦 Socks – along the sole!

How is the heat produced in my KEIS heated garment?
Inside each Keis garment, you’ll find fine, lightweight heating elements made from rugged micro carbon and alloy fibres.
These fibres are strategically positioned for maximum effect.
They’re flexible, durable, and long-lasting.
They deliver consistent Far Infrared warmth without adding bulk.
The result? A powerful, comfortable heat source that keeps you warm while you’re riding!

How quickly will I feel the heat of my KEIS garment?
It depends on how many garments you’re powering at once:

  • Just one or two garments? You’ll usually feel the heat almost immediately.

  • Wearing multiple garments together? It may take a few minutes for the warmth to build evenly across all layers.
    No matter the setup, Keis heated gear is designed to warm up fast and efficiently.

How do I choose between a KEIS heated vest and a bodywarmer?
B601 – Lightweight & Heated Comfort. Made from Ultraflex material with heated collar.
V501 – Wind-Resistant Warmth. Features a wind-resistant outer shell for on-the-bike adventures.

Are KEIS Heated Gloves touch screen compatible?
G901 Gloves are touchscreen compatible. Many of our other gloves also work with smartphones, but note that wet or cold conditions can reduce sensitivity. 📲

Which KEIS heated jacket should I choose for winter motorcycling in the UK?
J501 – Lightweight & versatile, ideal for commuting and exploring.
J505 – Maximum power & heat for the coldest conditions.
J601 – Lightweight & flexible, moves with you while keeping you warm.

What is the difference between KEIS heated gloves and glove liners?
Heated gloves are CE Level tested and include protective features.
Glove liners are designed to be worn under existing gloves, turning them into heated gear.

Are KEIS Heated Gloves waterproof?
Yes, KEIS motorcycle gloves contain a Hipora waterproof membrane rated to 20,000mm. If they leak, get in touch: https://keisapparel.com/pages/contact-us 💧

Are KEIS heated garments safe to use in the rain?
KEIS Heated Gloves are fully designed for use in rain. Other heated garments should be worn under protective outer layers.

What is the Hypora Membrane?
Hypora® is a waterproof membrane with 9 billion tiny pores per square inch, keeping water out while allowing heat and moisture to escape.

What is Thinsulate Insulation?
3M Thinsulate traps body heat without adding bulk, keeping garments lightweight and warm.

What Is Far Infrared Technology?
Far Infrared is the type of heat you feel from the sun. It warms you directly, unlike traditional heating which warms the air.

How do I clean my KEIS heated garment?
Hand wash only using cold or lukewarm water. Remove batteries/controllers before washing. Ensure garment is fully dry before reconnecting.

Can I wash my KEIS heated jacket in a washing machine?
No, hand wash only. Follow care instructions and ensure fully dry before use.

Is KEIS heated clothing safe for people with medical conditions?
Not recommended for pregnant women or pacemaker users. For other conditions, consult your doctor.

Can KEIS heated clothing be worn under normal motorcycle gear?
Yes, KEIS is designed to be worn under protective gear. Some gloves are CE approved.

What does the CE level on KEIS gloves mean?
Level 1KP – Basic protection with knuckle protection.
Level 2KP – Highest protection level, includes reinforced knuckles.

Are KEIS heated jackets CE approved?
No – they’re designed to be worn under protective motorcycle gear.

Can I wear armour over the top of KEIS heated clothing?
Not recommended – armour can press heating pads against your skin.

Can I use KEIS heated clothing for skiing or cycling?
Yes! Many customers use KEIS gear in different environments.

What makes KEIS heated clothing different from other brands?
Community feedback shapes our products. 20+ years of experience. Focus on real riders’ needs.

What makes KEIS Heated Motorcycle Gloves the best?
20+ years of glove development. Continuous improvement based on customer feedback. Subscribe to our newsletter “Hot Off The Peg” to help shape future gloves.

Connection

How do I connect my KEIS heated garment to a motorcycle battery?
All garments come with a vehicle supply lead. Connect red to positive, black to negative, route to garment hub, check fuse, then connect. Never leave plugged in when bike is off.

What fuse do I need to use with my KEIS garment?
Each garment comes with a fuse pack. Add up the Amp rating of all garments, then choose the next fuse size up.

How do I connect multiple KEIS garments at once?
Use the central power hub system. Manuals: https://keisapparel.com/pages/manuals or tutorials: https://www.youtube.com/@keisapparel

What are KEIS power controllers?
Accessories that let you adjust garment temperature. Included with certain jackets/bodywarmers. Bluetooth option also available. Gloves have built-in controllers.

Do I need a KEIS Power Controller and how do I use it?
Most garments include one. Plug into the designated pocket, hold power button 3 seconds to turn on, cycle through heat settings. Gloves use their own button.

Do KEIS jackets come with built-in heat controllers?
No, but they include a free controller in the box.

My KEIS Bluetooth Controller will not connect, what should I do?
Ensure Bluetooth is enabled, garment is powered, and use the app to scan.

Do KEIS heated jackets include a power supply lead?
Yes, all heated jackets include one.

Do KEIS heated garments work immediately when plugged in?
With controller: hold button 3s to turn on. Without controller: heat begins automatically.

My jacket and gloves don’t seem to be powering correctly?
Ensure they’re connected via the correct port (inside left-hand jacket pocket).

I have an old KEIS garment, will it work with new products?
Post-2020 garments connect together. Pre-2020 require an adapter. Accessories: https://keisapparel.com/collections/keis-accessories

Do KEIS products work with other heated clothing brands?
Technically possible, but not recommended.

Which cable do I need to connect my KEIS jacket to SAE?
Use the Optimate SAE to KEIS Power Plug: https://keisapparel.com/products/heated-apparel-power-supply-lead-optimate-sae-to-keis-power-plug

Do KEIS heated trousers connect directly to jackets?
Yes, via a dedicated cable at the bottom of KEIS jackets.

Do KEIS heated socks work with the same power pack as gloves?
Yes, with KEIS 12V glove batteries. Store battery securely while wearing.

Do KEIS heated garments overheat or regulate temperature?
They include internal fuses but always regulate with a controller.

I have a 125cc, can I use KEIS garments using a vehicle supply lead?
Not recommended to power multiple garments. Best option is KEIS portable batteries.

Do KEIS garments drain my motorcycle battery?
Yes, if left plugged in while the bike is off. Always disconnect.

Battery & Power

What battery options can power my KEIS heated jacket, vest or gloves?

  • 5000mAh 12V battery pack – portable, works with everything but gloves.

  • 2×2000mAh 12V glove batteries – fit into glove cuffs, ideal for short rides.

  • 2×3000mAh 7.4V glove batteries – longer runtime, slightly lower heat.
    For long rides, vehicle power is recommended.

What runtime can I expect for my 5000mAh battery?
Varies by garment: J601 ~50 mins high, B501 ~4 hours high, gloves ~2 hours high, etc. (full list in original doc).

What runtime can I expect for the 4000mAh battery?
(2×2000mAh batteries). Gloves ~1.5 hours high, ~2h medium.

What is the difference between 12V and 7.4V KEIS batteries?
12V = higher heat, shorter runtime. 7.4V = lower heat, longer runtime.

How long does it take to fully charge a KEIS battery pack?
5000mAh – ~2 hours with KEIS fast charger.

Can KEIS batteries be charged from a motorcycle USB port?
Possible, but less efficient. Use KEIS fast charger for best performance.

Can I buy replacement KEIS battery chargers?
Yes: https://keisapparel.com/collections/batteries

Do KEIS heated trousers work with the same battery as jackets?
Yes, compatible with 5000mAh battery or 12V vehicle supply.

Why are batteries not included with KEIS garments?
To ensure fresh performance (batteries degrade in storage).

Can KEIS heated gear be used with third-party batteries?
No, not recommended.

How heavy are KEIS battery packs?
Up to 300g, glove batteries about half that.

Can KEIS heated gloves be used off the bike with a battery pack?
Yes, recommended.

Do KEIS jackets have dedicated battery storage pockets?
Some jackets do, otherwise use the controller pocket.

Can I use older KEIS batteries with new KEIS products?
Yes, as long as the connection is secure.

How do I take the best care of my KEIS battery?

  • Don’t leave unused for long periods.

  • Recharge or safely dispose if unused for 6+ months.

  • Typical lifespan 2–3 years.

  • Always use official charger.

How do I store my battery for next season?
Charge to ~50%, top up every 6 months, store at 5–20°C, remove from garment.

What are the handling precautions for batteries?
Don’t puncture, crush, expose to fire or water. Avoid >60°C. Keep away from children.

How do I dispose of my battery?
Follow local laws. Don’t put in household waste. Discharge and cover terminals before recycling.

Warranty & Support

What is your KEIS returns policy?
Return or exchange within 30 days via portal: https://keisapparel.com/a/returns
Outside 30 days, contact us: https://keisapparel.com/pages/contact-us

Do you offer a repair service for KEIS products?
Yes, repairs available for some issues. Some items like gloves cannot be repaired. Contact us with proof of purchase.