Scope
We are committed to providing you with high-quality products and excellent customer service. However, we understand that sometimes a product may not meet your expectations or you may need to request an exchange. This Return, Exchange & Refund Policy explains the process we have established to make returns and exchanges as convenient as possible. If you have any questions or would like to request a return, please contact us at info@veyrasandals.com.
Return Window
Please submit your return or exchange request within 30 days from the date of delivery, and ensure that the return package is handed over to the carrier and receives a tracking scan as soon as possible. If more than 30 days have passed, we may be unable to process your return or exchange.
Return Eligibility
To be eligible for a return or exchange, the item must meet all of the following conditions:
- The product must be unused
- The product must be unopened and in its original packaging
- The product box must be placed inside an outer shipping box when returned
- Packaging boxes that are damaged or have labels affixed directly to them may be refused
How to Initiate a Return
- Log in to your account to submit a return request, or contact us by email via our Contact Us page and provide your order number.
- Once approved, use the return label we provide to send the item back.
- Please package the item securely and ship it back. We recommend keeping your proof of shipment.
- Once we receive the returned item, we will inspect it and process your refund or exchange.
Return Rules
Before returning any item, you must contact our customer service team at info@veyrasandals.com to obtain return authorization and the return address. Unauthorized returns may not be accepted or processed.
Exchange Rules
We support exchanges for the same item in a different size, subject to stock availability.
If you choose to exchange an item, an $10 reshipping fee will apply. The replacement item will be shipped after the returned item has been inspected and approved.
We will arrange reshipment after confirming inventory availability and the applicable fee. Shipping costs for replacement items will be covered by us only in cases of product defects or shipping damage.
Non-Returnable / Non-Exchangeable Items
The following items are not eligible for return or exchange:
- Items showing obvious signs of use, washing, or odor
- Items with stains (such as food stains) or pet hair
- Items that have been altered, damaged, or improperly packaged and therefore damaged during return shipping
- Items returned after the 30-day return window
- Any item marked as Final Sale or Clearance
Chargeback Policy
1. How We Handle Chargebacks
If you have a dispute regarding a product or service and choose to initiate a chargeback through your bank or payment provider, we strongly encourage you to contact our customer support team first. We are committed to making every reasonable effort to resolve the issue within 5–10 business days. If the issue cannot be resolved through communication with us, you may then consider initiating a chargeback.
2. Chargeback Requirements and Supporting Evidence
If you decide to submit a chargeback request, you may need to provide the following information to support your claim:
- Order confirmation details: including your order number, product name, payment details, and any related confirmation emails or invoices
- Shipping information: where applicable, including the tracking number, carrier name, and proof of delivery (if available)
- Customer service communication records: including emails or other records of communication with our customer support team
3. Chargeback Fees and Financial Responsibility
Before initiating a chargeback, we recommend contacting our customer service team first. In most cases, issues can be resolved through communication and coordination, which helps avoid unnecessary chargebacks. If a chargeback request is consistent with our policy, we will cooperate with the payment provider and provide the relevant supporting evidence.
Refund Timing: If your refund request qualifies under this policy, we will issue the refund within 1–3 business days after the returned item has been received and passed inspection. Banks and payment providers typically take 5–10 business days to post the refund.
4. Resolution After a Chargeback
If you initiate a chargeback, we will provide the required evidence and relevant information in accordance with the procedures of the applicable payment platform. We encourage you to contact us as early as possible so that the matter can be resolved more quickly.
5. Legal Responsibility for Improper Chargebacks
If we determine that your chargeback does not comply with our Return, Exchange & Refund Policy, we reserve the right to recover any related fees and losses. Any costs arising from an improper chargeback shall be borne by the customer, and we may pursue recovery through lawful means.
Dispute Resolution
If you have any issues with a product or service, please first contact our customer support team by email or phone. We will make every effort to respond and resolve the issue within 2–3 business days. If you require further assistance, we may offer a refund, exchange, or return solution as appropriate.
Final Sale Items
The following items are generally considered final sale and are not eligible for return or exchange, unless otherwise stated on the product page:
- Personalized or custom-made items
- Mystery bags
- Special offer or clearance items
- Items discounted by more than 50%
- Any item marked Final Sale
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 3 days of delivery via our Contact Us page, and provide your order number along with clear photos or videos. Depending on the situation, we will offer a replacement, reshipment, or refund.
Refund Method and Processing Time
Refunds will be issued to your original payment method.
- We will initiate the refund within 1–3 business days after the returned item has been received and passed inspection.
- Banks and payment providers typically take 5–10 business days to process and post the refund.
The overall timeline may be affected by return shipping transit time and inspection, but it will generally not exceed 30 days.
Order Changes / Cancellation
If your order has not yet been processed or shipped, you may contact us by email or phone via our Contact Us page to request a modification. If your order has already been shipped, we will no longer be able to make changes, but you may request a return after receiving the item in accordance with this policy.
Contact Us
Phone: +1(563)239 8178
Email: info@veyrasandals.com
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM (Central Time)
For assistance, please visit our Contact Us page.