If you’ve just received your new Vessi shoes and have questions, you’re in the right place. Understanding the Vessi return policy is key to a stress-free experience if your purchase isn’t quite perfect. This guide breaks down everything you need to know, from time limits and conditions to the step-by-step process, so you can shop with confidence.
We’ll cover how to start a return, what items are eligible, and how long refunds take. You’ll also find answers to common questions about exchanges, warranty claims, and international orders. Let’s get started.
Vessi Return Policy
The core Vessi return policy is designed to be straightforward. It allows you to return unworn, unwashed items in their original packaging within 30 days of delivery for a full refund to your original payment method. This applies to most full-price items purchased directly from Vessi’s website or their retail stores.
Here are the essential pillars of the policy:
* 30-Day Window: You have 30 calendar days from the date your order was delivered to initiate a return.
* Condition is Crucial: Items must be in new, unworn condition with the original tags still attached.
* Original Packaging: The shoes should be returned in the original shoebox, which is considered part of the product.
* Proof of Purchase: You’ll need your order number or receipt.
* Refund Method: Refunds are issued to the original form of payment.
* Return Shipping: Vessi provides a prepaid return label for customers in the United States and Canada. For other countries, return shipping costs are typically the customer’s responsibility.
It’s important to note that this policy is for returns, not warranty claims. Issues related to manufacturing defects are covered under a separate 1-year waterproof warranty, which we will discuss later.
What Items Are Eligible for Return?
Most items you buy from Vessi can be returned under the standard policy. This includes:
* All styles of waterproof shoes and sneakers.
* Apparel items like socks, jackets, and hats.
* Accessories such as bags and insoles.
However, there are some important exceptions. Certain items are marked as final sale and cannot be returned. This is often clearly indicated on the product page at the time of purchase. Always double-check before buying if you’re unsure.
What Items Are NOT Eligible for Return?
To avoid disappointment, know what you cannot send back:
* Worn or Washed Items: Any signs of wear, dirt, or damage make the item ineligible.
* Items Without Original Packaging: The shoebox is required. Returns sent without it may be rejected or subject to a restocking fee.
* Final Sale Items: These are explicitly marked and include heavily discounted clearance products or special promotion items.
* Gift Cards: As with most retailers, gift cards are non-refundable.
* Personalized/Customized Products: Any item altered for you cannot be returned.
The Step-by-Step Return Process
Initiating a return with Vessi is done entirely online. Follow these steps to ensure a smooth process:
1. Log Into Your Account: Go to the Vessi website and sign into the account you used to make the purchase. If you checked out as a guest, you’ll need your order number and email address.
2. Navigate to Returns: Find the “Orders” or “Returns” section in your account dashboard. Select the order containing the item you wish to return.
3. Initiate the Return: Click on the option to “Return” or “Start a Return.” You’ll be asked to select the specific items and provide a reason for the return.
4. Choose Your Label: For US and Canadian customers, a prepaid return shipping label will be generated. You can download and print this label. Customers elsewhere will typically recieve instructions on how to ship the item back at their own cost.
5. Pack the Item Securely: Place the unworn shoes or item back into its original shoebox or packaging. Include all tags. It’s a good idea to place the shoebox inside another shipping box or a secure poly mailer for protection.
6. Attach the Label: Affix the printed return label securely to the outside of your package. Make sure to cover or remove any old labels.
7. Drop Off the Package: Take your sealed package to the designated carrier (usually USPS, Canada Post, or DHL). Get a drop-off receipt for your records—this is your proof of shipment.
8. Wait for Confirmation: Vessi will send you an email confirmation once they receive your return. The inspection process then begins.
What Happens After You Send Your Return?
Once your return package is dropped off, here’s the timeline you can expect:
* Transit Time: The package usually takes 5-10 business days to reach Vessi’s warehouse, depending on your location and the carrier.
* Processing & Inspection: Upon arrival, the Vessi team inspects the returned items to ensure they meet the policy conditions. This step can take 3-5 business days.
* Refund Issuance: Once the return is approved, Vessi processes your refund. The refund is issued to your original payment method.
* Refund Posting Time: While Vessi processes it quickly, it can take 5-10 additional business days for the refund to appear on your credit card or PayPal statement, depending on your financial institution’s policies.
Understanding Vessi’s Exchange Policy
Vessi does not offer direct exchanges through their online system. If you need a different size or color, the standard procedure is to follow the return process for your original item and then place a separate order for the new item you want.
This approach ensures you get the correct item quickly, as a new order is shipped out right away, rather than waiting for the return to be fully processed before the exchange ships. Just be mindful of inventory levels, as popular sizes can sell out.
The 1-Year Waterproof Warranty vs. The Return Policy
This is a critical distinction. The 30-day return policy is for any reason—wrong size, didn’t like the color, etc. The 1-Year Waterproof Warranty is a separate guarantee against manufacturing defects, specifically related to the shoe’s waterproofing.
If your Vessi shoes develop a leak or a seam fails within one year of purchase, you can file a warranty claim. The process is different:
1. Contact Vessi Customer Support with your order details and a description/photos of the issue.
2. They will guide you through a troubleshooting step (like cleaning the shoes, as dirt can temporarily affect waterproofing).
3. If the issue persists, they will likely authorize a warranty replacement for the same item.
Warranty claims are assessed on a case-by-case basis and do not require the shoes to be in unworn condition—they are expected to be worn, but the defect must be a result of a manufacturing flaw, not normal wear and tear.
Returning Gifts Purchased from Vessi
Received a Vessi gift that isn’t quite right? The return process for gifts is similar but requires different information. Since you likely won’t have the original order number, you’ll need to contact Vessi Customer Support directly.
Have the gift giver’s name, email address, or the order number if possible. Vessi will verify the purchase and can typically issue you a store credit or gift card for the value of the returned item, which you can use to get something you love.
International Returns and Special Considerations
If you’re outside Vessi’s main markets (US and Canada), the return process involves a few extra steps:
* Return Shipping Costs: You are usually responsible for paying the cost to ship the item back to Vessi’s warehouse. These costs can be significant, so it’s worth factoring in when ordering.
* Customs Duties: You may need to fill out a customs form declaring the return. Mark the package as “Returned Goods” to avoid being charged import duties again.
* Longer Timeline: International shipping and processing will naturally extend the total time before you receive your refund.
Always contact Vessi support before sending an international return to get the correct address and instructions.
Tips for a Smooth Return Experience
A few simple steps can help ensure your return is processed without a hitch:
* Try Shoes Indoors: When trying on Vessi shoes for fit, do so on a clean, indoor surface. Any marks from outdoor surfaces will void the return eligibility.
* Keep All Packaging: Don’t throw away the shoebox, tags, or any tissue paper until you’re sure you’re keeping the item.
* Act Quickly: Don’t wait until day 29 to start your return. Initiate it as soon as you know the item isn’t right.
* Take Pictures: Before packing the item up, take quick photos showing its condition and that tags are attached. This provides a helpful record.
* Use a Trackable Service: Always use a shipping method that provides a tracking number and get that drop-off receipt.
How to Contact Vessi Customer Support
If you have specific questions about your order or a return, reaching out to Vessi’s support team is the best course of action. They are generally responsive and helpful.
* Email: The primary method is through the contact form on their website’s “Contact Us” page. This creates a support ticket.
* Live Chat: Look for the chat bubble on the bottom corner of their website during business hours for quicker answers.
* Social Media: Sending a direct message on Instagram or Facebook can also be effective, but be sure to avoid sharing sensitive order details publicly.
When contacting support, have your order number and relevant details ready. This will help them assist you much faster.
Frequently Asked Questions (FAQ)
How long does a Vessi refund take?
After Vessi receives and approves your return, they process the refund within 3-5 business days. It can then take 5-10 additional business days for your bank or credit card company to post the refund to your account.
Can I return Vessi shoes if I wore them once?
No. The return policy strictly requires items to be in new, unworn condition. Even light outdoor wear will disqualify the return. For issues that arise after wearing, check the 1-year waterproof warranty.
What if I received a damaged or incorrect item?
Contact Vessi Customer Support immediately. They will arrange for a correct replacement or return for damaged goods, often providing a prepaid label and expediting the solution. This is different from a standard return.
Does Vessi offer free return shipping?
Yes, for customers in the United States and Canada, Vessi provides a prepaid return shipping label. For international customers, return shipping costs are generally the responsibility of the customer.
Can I return Vessi items to a retail store?
If you purchased your Vessi shoes from an authorized third-party retailer (like a shoe store), you must follow that specific retailer’s return policy, not Vessi’s direct policy. Items bought on vessi.com can only be returned by mail.
What is Vessi’s return policy for sale items?
Unless the item is explicitly marked “Final Sale,” sale items are typically subject to the same 30-day return policy as full-price items. Always check the product description for any final sale notations.
How do I check the status of my return?
You can track your return package using the tracking number from your shipping receipt. For the refund status, you will recieve email updates from Vessi, or you can check your account dashboard on their website.
Understanding the Vessi return policy gives you the freedom to shop their innovative waterproof footwear with peace of mind. By following the guidelines on condition, timing, and process, you can ensure a positive experience, whether you’re keeping your new shoes or sending them back for a refund. Remember, keeping items unworn and initiating returns promptly are the two most important factors for a successful outcome.