Veja Return Policy

If you’re thinking about buying a pair of Veja sneakers, understanding the Veja return policy is a smart first step. It helps you shop with confidence, knowing your options if the shoes aren’t quite right.

This guide breaks down everything you need to know. We’ll cover how to return items, what the time limits are, and what to expect with refunds. You’ll get clear, step-by-step instructions to make the process simple.

The Veja return policy is designed to be straightforward for customers. In general, you can return unworn items in their original packaging within 30 days of recieving your order. This applies to purchases made directly from the official Veja website.

It’s important to note that this policy is for returns, not exchanges. We’ll explain how to handle an exchange a bit later. The process is managed through an online portal, which we will walk you through.

Key Conditions for a Valid Return

To ensure your return is accepted, a few conditions must be met. Veja is quite strict about these, so pay close attention.

Items Must Be Unworn: The shoes or clothing must show no signs of wear. This means no scuffs on the soles, no dirt, and no creasing.
Original Packaging: All original boxes, dust bags, and tags must be included. The shoes should be placed back in their individual cardboard inserts.
30-Day Window: The return request must be initiated within 30 days of the delivery date. The clock starts when the package is marked as delivered.
Direct Purchases Only: This policy is for items bought on veja-store.com. Items bought from other retailers have different rules.

What Items Are Final Sale?

Some items cannot be returned under any circumstances. Knowing this before you buy can save you hassle.

Gift cards and e-gift cards.
Items marked as “Final Sale” or “Last Chance” during promotional events.
Any product that has been personalized or customized.
Socks and face masks, for hygene reasons.

How to Start a Return with Veja

Follow these steps to initiate your return correctly. Doing it right the first time avoids delays.

Go to the Veja Returns Portal. You can find the link in your order confirmation email or on their website’s footer.
Enter your order number and the email address used for the purchase.
Select the specific items you wish to return from your order.
Choose your reason for return from the dropdown menu (e.g., size, style, etc.).
Print the prepaid return label that is generated. Veja typically provides a DHL or UPS label.
Pack the items securely in their original box, then place that box inside a plain shipping box.
Attach the label clearly to the outer box and drop it off at the designated carrier location.

Packing Tips for a Smooth Return

Use strong tape to seal the outer box.
Make sure the original shoe box is protected and doesn’t get crushed.
Keep your drop-off receipt until the return is fully processed. This is your proof of shipment.

Understanding Veja Refunds and Processing Time

Once Veja recieves your return package, their team will inspect the items. This inspection is to verify the return conditions are met.

The entire process, from the day you drop off the package to the day you see the refund, can take 10-14 business days. Here’s the typical timeline:

Carrier Transit: 2-5 business days for the package to reach the Veja warehouse.
Inspection: 2-3 business days after arrival.
Refund Issuance: Once approved, Veja issues the refund to your original payment method.
Bank Processing: It can then take 3-5 business days for your bank or card issuer to post the funds to your account.

You will recieve an email confirmation at each major stage: when the return is received and when the refund is issued.

How to Handle a Veja Exchange

Since Veja’s online system doesn’t offer direct exchanges, you need to use a two-step process. It’s simple, but requires a bit of patience.

Follow the standard return process to send back the original item and recieve your refund.
Once the return is initiated (or after you receive the refund), place a brand new order for the correct size or style you want.

This method ensures you secure the new item quickly, as popular sizes and colors can sell out. It’s generally faster than waiting for a traditional exchange system.

International Returns and Duties

If you are returning an item from outside the European Union, you are responsible for the return shipping costs. The prepaid label provided is typically only for domestic returns within the EU.

For international returns, you must also fill out a customs declaration form, marking the contents as “Returned Goods” to avoid being charged import duties twice. It’s advisable to contact Veja customer service before sending an international return for specific instructions.

What to Do If Your Veja Shoes Have a Defect

The Veja return policy for unworn items is separate from their warranty for manufacturing defects. If you discover a flaw in materials or workmanship, you should contact customer service directly.

Provide your order number and clear photos/videos of the defect.
Veja will assess whether the issue is covered under their quality guarantee.
If it is, they will guide you through a specific replacement or repair process, which is different from a standard return.

This process is for genuine faults, not for damage caused by normal wear and tear after use.

Veja Store Return Policy for Physical Locations

If you bought your sneakers at a physical Veja boutique, you must return them to a store. You cannot return in-store purchases via the online portal.

The same core conditions apply: items must be unworn, in original packaging, and within 30 days. Always bring your original receipt or proof of purchase. Policies at authorized stockists (like other shoe stores) will vary, so check with that retailer directly.

Tips for Avoiding Returns with Veja

The best return is the one you don’t have to make. Here’s how to get it right the first time.

Use the Size Guide: Veja provides detailed size charts for each model. Measure your foot and compare it to the chart in centimeters, not just your usual US size.
Read Model Reviews: Some Veja models (like the Campo or the Esplar) fit differently. Customer reviews often highlight if a shoe runs large, small, or narrow.
Consider Break-in Time: Many Veja sneakers, especially leather models, have a break-in period. They may feel snug at first but mold to your foot. This is not a reason for a return unless they are genuinely painful.

Contacting Veja Customer Service

If you have questions not covered here, reaching out to Veja directly is the best step. They are generally responsive.

Email: Use the contact form on their website. Include your order number for faster service.
Response Time: Allow 2-3 business days for a reply, longer during peak sale periods.
Phone: Phone support is limited, but contact numbers for specific regions are listed on their “Contact Us” page.

FAQs About Veja Returns

Here are answers to some of the most common questions about Veja’s return and refund process.

Does Veja offer free returns?

Yes, for customers within the European Union, Veja provides a prepaid return label. Customers outside the EU are responsible for return shipping costs.

Can I return Veja shoes after wearing them?

No. The Veja return policy explicitly states items must be in unworn condition. Shoes with any signs of wear, even indoors, will likely be rejected and sent back to you.

How long do Veja refunds take?

After Veja receives and inspects your return, it takes about 10-14 total business days for the refund to appear in your account. The timing depends on your bank.

What if I recieved a wrong or damaged item?

Contact Veja customer service immediately. Provide photos of the wrong item or the damage. They will usually expedite a correction, often covering all shipping costs for the replacement.

Can I return sale items to Veja?

Yes, unless the item is specifically marked “Final Sale.” Regular sale items can be returned following the standard policy conditions.

What is Veja’s exchange policy?

Veja does not have a direct exchange system online. To exchange, you process a return for a refund and then place a new order for the desired item.

Where are Veja returns sent?

Returns are sent to a designated warehouse. The address will be on the return label provided through their portal. Do not send returns to the address on your original shipping label unless instructed.

Final Thoughts on Navigating Returns

Knowing the Veja return policy inside and out makes you a more confident shopper. The key takeaways are simple: act within 30 days, keep everything pristine, and use the official online portal.

By following the steps outlined, you can ensure a smooth experience. Always double-check your packing and keep that drop-off receipt. With this knowledge, you can focus on finding the perfect pair of sustainable sneakers without worry.