1. What is the return policy? 

2. How long does a return take? 

3. Can I exchange my product for a different size? 

4. How do I return an order from the UK? 

5. How can I find the prepaid shipping label? 

6. When and how will I get my refund? 

7. Can I return my item for free? 

  

See our FAQ for more information. 

  

1. What is the return policy? 

Free returns to England, Northern Ireland, Wales and Scotland for orders over £90, except for Jersey, Guernsey and Isle of Main.  

For all orders placed, you have 28 days after delivery to make your return. Only items in new conditions, in their original box (undamaged box), accompanied by the "Return Request" that you can download via your personal account, will be accepted. 

 

To make your return, we invite you to follow the instructions (see question : How do I return an order from the UK?) or make your return to the following address : 

VEJA ECOM c/o Savino Del Bene FDS UK Ltd 
Unit 26, Oliver business park, Oliver Rd,  
London NW10 7JB 
UK 

 

We make total refunds of the product(s) returned by the selected refund option when making your return request: credit note or refund depending on the original payment method. 

Without precision or if the item returned was originally cancelled by a credit note, you'll be automatically credited (valid for 1 year from the date of issue). Credit notes created as a commercial gesture are not refundable. 

You will be notified by e-mail as soon as your refund has been issued. In case of a credit note, the amount of the item will be available on your customer account used at the time of the order.  

  

2. How long does a return take? 

We process your return within 5 business days from its receipt at our warehouse.  

If you requested a refund, it will be credited to the bank account used during the purchase within 6 to 18 business days.  

If you requested a store credit, it will be available for use within 1 year. Once this period has expired, the credit will be unusable and non-refundable.  

You can track the processing of your return via your personal account in the RETURNS section.  

Did you receive the wrong model? If the pair received does not match your order, please contact our Customer Service and specify the reference of the received pair.   

  

3. Can I exchange my product for a different size? 

We do not offer standard exchanges on our site. However, you can request a store credit when making your return request. For a different size or another model, you will need to place a new order on our e-shop.    

  

4. How do I return an order from the UK? 

You can return your item directly from your VEJA personal space by following the steps below : 

1. Log in to your account at www.veja-store.com and go to "Orders" 
2. Select the order containing the product you want to return and click on "Create a return" 
3. Fill in the mandatory information : items to be returned, quantity, refund mode (credit note or refund), shipping method  
4. Validate your return request  
5.  Select your return option : 

- In case of return with DHL we invite you to make your parcel drop-offs at DHL PARCEL points: 
 
You can locate the drop-off points via the following link : DHL PARCEL UK SERVICE POINT FINDER 

Please make sure to visit a DHL PARCEL Service Point and not a DHL express store drop-off point, otherwise, you might be asked for a "waybill number", which will block the process. 

- In case of return with Royal Mail fill in the details of your return going to your personal space or by clicking the following link : Return your item. Then please take your parcel at Royal Mail drop-off points. 

 

To track your return, click on the following link : Track your item

6. Once you have submitted your return request, we will share with you a link to print your label 
7. Print your return form in your personal space and place it once completed 
8. Paste the prepaid shipping label, get your proof of deposit stamped and keep it.

 

Only items in new conditions, in their original box (undamaged box), accompanied by the "Return Request form" that you can download via your personal account, will be accepted. 

Returns in store : Orders made via our website www.veja-store.com cannot be returned in store. Please make your return request by following only this online procedure.  

If you have any questions, please contact the Client Service via the contact form. 

  

5. How can I find the prepaid shipping label? 

The return form to include with your package is available in your personal space in PDF format, under the title RETURN FORM.  

  

6. When and how will I get my refund? 

We process your return within 5 business days from its receipt at our warehouse.  

If you requested a refund, it will be credited to the bank account used during the purchase within 6 to 18 business days.  

If you requested a store credit, it will be available for use within 1 year. Once this period has expired, the credit will be unusable and non-refundable.  

You can track the processing of your return via your personal account in the RETURNS section.  

Did you receive the wrong model? If the pair received does not match your order, please contact our Customer Service and specify the reference of the received pair.   

You can also follow the progress of your return via your personal account, under the heading "Returns".  

   

7. Can I return my item for free? 

Free returns to England, Northern Ireland, Wales and Scotland for orders over £90, except for Jersey, Guernsey and Isle of Main.