FAQ

Subject of your query*

Frequently Asked Questions

RETURN & REFUND

For all orders placed on the VEJA Store, you have 28 days to return your items.

Returns & fees :
- Please note that return costs are at your expense.
Return conditions:
- The product must be new and unworn
- Original tags must not be removed
- The product must be returned in its original, undamaged box
Additional conditions:
- Socks must be returned unworn, in their original condition, with all tags attached
Important information:
- Online orders cannot be returned in store — please follow the online return procedure (see our Return Policy for more details).
- If your order was placed as a guest, you will need to create an account to return your item(s)
- Credits issued as a goodwill gesture are valid for 1 year and are non-refundable
- If you paid using a credit, the refund will be issued as a store credit.
If your order was placed as a guest, you will need to create an account in order to return the product(s).

You can process your return directly in your VEJA account by following these steps:

1.Log in to your account and go to Orders.
2.Select the relevant order and click on Create a Return.
3.Select the item(s) you wish to return.
4.Choose the reason for the return, the refund method, and the carrier.
5.Confirm the return request.
6.Print and insert the completed return form available in PDF format from your account.
7.Remove the "Customs Declaration / CN23" document from the white transparent pouch attached to the packaging of your parcel.
8.Cross out the phrase "Sale of goods".
9.Check the "Return of goods" box.
10.Place the document back in the transparent pouch.
Your return must be sent by "Standard" delivery through your local postal service. Your parcel number must start with the letter "C".

VEJA reserves the right not to accept an international return if it does not follow the steps outlined above.

Only items that are unworn, returned in their original box (box not damaged), and with the return slip downloadable from your customer account will be accepted.

In-store returns:
Orders placed on the website cannot be returned in-store. Please ensure that you follow the online return procedure only.
If your order was placed as a guest, you will need to create an account in order to return the product(s).

You can process your return directly in your VEJA personal account by following these steps:

1. Log in to your account and go to "My Orders"
2. Select the order containing the product you wish to return and click on "Create a Return"
3. Fill in the required fields: items to return, quantity, preferred refund method (credit or refund), reason for return, and carrier
4. Confirm the return request

If eligible:
5. Print and paste your prepaid label on your parcel, get your proof of deposit stamped and keep it. Please drop it off at a postal center

If not eligible:
5. Print and insert your return form completed available in PDF format in your personal space
6. Go to the nearest collection point to make the payment and obtain your return label. Get your proof of deposit stamped and keep it.

In-store returns
Orders placed on the VEJASTORE cannot be returned in-store. Please follow the online return procedure only.
If your purchase is not suitable and you would like to request an exchange, please create a customer account using the email address associated with your order.

Submit your return request from your account and select store credit. If eligible, you will be able to download a prepaid return label. Otherwise, return shipping costs are at your expense.

Once your return has been processed, you will receive a store credit confirmation email. You can then either contact our customer service team or place a new order using your store credit.
You are eligible for free return:
Once your return request has been approved, a prepaid label will be available in the Returns tab of your account.
You simply need to print it and attach it to your package. No return form will be required.

You are not eligible for free return:
Once your return request has been approved, a return form will be available in the Returns tab of your account.
You simply need to print it and place it inside your package before shipping.
In this case, no prepaid label will be provided, and the return shipping costs will be your responsibility.
Once your package is dropped off at the post office, you can track its progress using the carrier's tracking number. This number is found on the proof of deposit for your package. You can also track the progress of your return via your account, in the Returns section.

From the moment your return is received at our warehouse, the average processing time is 5 to 15 business days (Monday to Friday).
We process returns within 10 business days of receiving them at our warehouse.
Refunds: If you requested a refund, it will be credited to the bank account used for the purchase within 6 to 18 business days.
Store Credit: If you opted for store credit, it will be valid for 1 year. After this period, the credit will expire and become non-refundable.

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

SHIPPING

Once your payment is confirmed, we guarantee a processing and shipping time of 24 to 48 hours for your order (excluding weekends and public holidays). After your order is handed over to the carrier, you will need to add the delivery time. This duration depends on the chosen shipping method and your delivery address. You can track the progress of your parcel at any time using the tracking number provided after your order has been shipped.

China
Standard shipping: 6-12 business days*.
Express shipping: 2-7 business days**.

*From Monday to Saturday (excluding public holidays), starting from the receipt of the order confirmation email, unless otherwise specified in the product description.
** Express delivery is guaranteed for orders placed before 7:30PM, Monday through Thursday (excluding public holidays), starting from the receipt of the order confirmation email.

Note: Pre-order and/or limited edition items generally have extended delivery times. These items are delivered within the timeframes specified in the product description.

Delivery times may vary depending on local postal handling. We disclaim any responsibility for delays caused by the carrier.

Attention! For deliveries to overseas territories and international destinations, administrative and customs fees may apply as determined by the carrier. These costs and associated formalities are the responsibility of the customer/recipient and must be paid to the carrier upon delivery.
For international orders:

Standard delivery: Free for orders over 1 200 CNY. For orders below this amount, the fee is 200 CNY.

Express delivery: Additional fee of 250 CNY.

For more information on our returns policy, please visit our returns and refunds page.

Attention! For deliveries to overseas territories and international destinations, administrative and customs fees may apply as determined by the carrier. These costs and associated formalities are the responsibility of the customer/recipient and must be paid to the carrier upon delivery.
European Union
Our prices are displayed inclusive of all taxes for orders to EU countries.

Non-European Union Countries
For orders to non-EU countries, prices are shown excluding taxes. These orders are subject to any taxes and customs duties of the destination country.

These fees and formalities are the responsibility of the customer/recipient and must be paid to the carrier upon delivery. You are responsible for paying all government taxes, administrative fees, and customs duties charged by a carrier when using the website or making a purchase.

If the recipient refuses the package due to additional customs fees charged upon receipt, VEJA reserves the right to charge the amount of these customs duties initially due by the customer up to 200 CNY.
As soon as your package is shipped, you will receive an email with a link allowing you to track your package's delivery.

You can also track the delivery status of your package via your account:
In the Orders section, click on Package Tracking or select an order and click on Tracking Deliveries.

You can monitor your package's progress on the website of the carrier selected at checkout.

For international orders, you can also track your package through your local postal services' websites.

AFTER SALES SERVICES & WARRANTY

Since 2005, VEJA has been creating sneakers differently, blending social projects, economic justice, and ecological materials.
VEJA uses organic and agroecological cotton from Brazil and Peru for the canvas and laces, Amazonian rubber for the soles, and various innovative materials made from recycled polyester.
VEJA sneakers are produced in Brazil in factories that respect workers' rights.

We are committed to offering the best quality to our customers. It takes more than 100 different manual actions to manufacture a VEJA shoe. Numerous checks are carried out in our factories and warehouses before a shipment is sent.

VEJA Project
The warranty for VEJA products purchased on VEJASTORE is valid for 2 years from the date of purchase and covers manufacturing defects for the original owner. Issues related to premature wear are covered for the first 6 months after purchase.

Eligible products under our warranty will either be repaired or replaced.

Our After-Sales Service will offer the best solution for your sneakers. Your request will be handled by our specialized team, and your pair will be examined to determine its eligibility for our warranty. Contact our customer service team and provide all relevant information about your pair.
The most ecological sneakers are the ones you already wear.
VEJA introduced the Clean, Repair, Collect project in June 2020, offering to clean, fix, or recycle clients' shoes.

Find the closest VEJA cobbler:

FRANCE
VEJA GENERAL STORE 11 rue de Marseille - 75010 Paris France
VEJA DARWIN 87 Quai des Queyries - 33100 Bordeaux
VEJA X FRICHE LA BELLE DE MAI 41 Rue Jobin - 13003 Marseille

GERMANY
VEJA BERLIN Alte Schönhauser Str.42 - 10119 Berlin

SPAIN
VEJA MADRID Calle del Barquillo 44 - 28004 Madrid

UNITED KINGDOM
VEJA LONDON 45A Monmouth Street - WC2H 9DG London

UNITED STATES
VEJA BROOKLYN 111 North 5th Street, Brooklyn - NY 11249

VEJA LOS ANGELES 1108C Abbot Kinney Blvd - CA 90291 Venice, Los Angeles

BRAZIL
VEJA SÃO PAULO Oscar Freire, 565, Jardim Paulista, São Paulo - SP, 01426-001

If you cannot visit us in person, we offer a remote repair service for our customers in France. Please send your request to the following address: [email protected]
Before recycling, make sure your sneakers cannot be repaired.

VEJA introduced the Clean, Repair, Collect project in June 2020, offering to clean, fix, or recycle clients' shoes.

Find the closest VEJA cobbler:

FRANCE
VEJA GENERAL STORE 11 rue de Marseille - 75010 Paris France
VEJA DARWIN 87 Quai des Queyries - 33100 Bordeaux
VEJA X FRICHE LA BELLE DE MAI 41 Rue Jobin - 13003 Marseille

GERMANY
VEJA BERLIN Alte Schönhauser Str.42 - 10119 Berlin

SPAIN
VEJA MADRID Calle del Barquillo 44 - 28004 Madrid

UNITED KINGDOM
VEJA LONDON 45A Monmouth Street - WC2H 9DG London

UNITED STATES
VEJA LOS-ANGELES 1108C Abbot Kinney Blvd - CA 90291 Venice, Los Angeles
VEJA BROOKLYN 111 North 5th Street, Brooklyn - NY 11249

BRAZIL
VEJA SÃO PAULO Oscar Freire, 565, Jardim Paulista, São Paulo - SP, 01426-001
Please note that VEJA sneakers should not be machine washed! This may damage the quality of the materials. VEJA disclaims any responsibility for damage caused by machine washing.

Act Of Caring
We offer, in collaboration with Act of Caring (AOC), cleaning and protection products, as well as a complete kit to take care of your sneakers, jackets, bags, or favorite items made of leather and vegan leather. Discover them here.

We recommend cleaning your shoes by following these steps:

Laces
1. Cleaning: Wipe the laces with a damp cloth or mild soapy water if dirty. For white laces, soak them in clear water with baking soda or white vinegar. If necessary, you can machine wash the laces (only the laces!) at a low temperature.
2. Drying: Let them air dry, away from heat sources (sun or radiator).

Leather
1. Preparation of laces: Follow the steps from the Laces section.
2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust.
3. Cleaning: Use Marseille soap, lukewarm water, and a brush (toothbrush or hard-bristled brush).
4. Stain treatment: Apply the Sneaker Cleanser Veja X Act Of Caring to the entire shoe and leave it for 20 minutes.
5. Rinsing & wiping: Wipe with a microfiber cloth, using clear water.
6. Drying: Let them air dry, away from heat sources (sun or radiator).
7. Leather care: Apply the protective balm Protecting Leather Balm Veja X Act Of Caring.
8. Polishing: Rub with a microfiber cloth to shine the leather.
9. Waterproofing: Protect your VEJA after cleaning.

We also recommend avoiding cleaning the platinum, silver, or mother-of-pearl parts of your pair, as they are more delicate. If in doubt, feel free to contact us or consult a professional.

Suede
1. Preparation of laces: Follow the steps from the Laces section.
2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust.
3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir OMNIDAIM®).
4. Rinsing & wiping: Wipe with a microfiber cloth, using clear water. To recolor the suede, use Famaco Suede & Nubuck Renovator (or Saphir Renovétine).
5. Drying: Let them air dry, away from heat sources (sun or radiator).
6. Suede care: After drying, brush the suede with a hard-bristled brush to restore its velvety appearance.
7. Waterproofing: Protect your VEJA after cleaning.

Mesh / Technical Materials
1. Preparation of laces: Follow the steps from the Laces section.
2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).
3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).
4. Rinsing: In a bowl of lukewarm clear water, dip a brush (like a nail brush) and scrub vigorously from top to bottom and heel to toe to remove dirt and product, or follow the mesh grain to avoid damaging it.
5. Wiping: Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).
6. Drying: Let them air dry, away from heat sources (sun or radiator).
7. Waterproofing: Protect your VEJA after cleaning.

Canvas
1. Preparation of laces: Follow the steps from the Laces section.
2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).
3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).
4. Rinsing: In a bowl of lukewarm clear water, dip a brush and scrub vigorously from top to bottom and heel to toe to remove dirt and product.
5. Wiping: Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).
6. Drying: Let them air dry, away from heat sources (sun or radiator).
7. Waterproofing: Protect your VEJA after cleaning.

Insoles
Our insoles are made from EVA (ethylene-vinyl acetate) and natural rubber. These materials may yellow over time due to UV exposure, oxidation, and natural wear.

1. Cleaning: Use a toothbrush, lukewarm water, and soap or white vinegar to gently clean the insoles.
2. Whitening: To whiten the insoles, apply toothpaste or talcum powder and gently scrub.

Cobblers
VEJA cobblersalso offer a shoe cleaning service.

If you have maintenance questions, you can contact our Customer Service team.

ORDER

Once your payment is confirmed, we process and hand over your order to the carrier within an average of 24 to 48 hours (excluding Saturdays, Sundays, and public holidays). Once your order is handed over to the carrier, you need to add the delivery time. This time depends on the chosen shipping method and your delivery address. You can track the progress of your package at any time using the tracking number provided after your order has been shipped.

PAYMENT

VEJASTORE pays special attention to the security of online payments. Your banking information is transmitted to our server in an encrypted manner using the SSL (Secure Socket Layer) protocol and transferred to our bank in a completely secure environment via Adyen. This information is not stored under any circumstances.

Transactions are fully secured through the online payment system of our banking partner. Your bank details only circulate on the Internet in encrypted form, meaning they are encoded to make them completely unreadable. Additionally, they are only processed by Adyen and are never in VEJA's possession. In fact, when you enter your card number to make purchases on VEJA, you are actually transmitting them to Adyen.

From a technical standpoint, the security system relies on 128-bit SSL (Secure Socket Layer) encryption.
Using a Store Credit online:
Your store credits are automatically credited to your customer account.

To use your store credit, validate your cart, then select Store Credit from the payment methods.

If the value of your cart is less than the store credit, the remaining amount will be issued as a new store credit.
If the value of your cart exceeds the store credit, you will need to pay the difference using another available payment method.

Tip: To check if you have a store credit, go to the Store credit & gift card section in your customer account. When a store credit is generated, an automatic email is sent to the email address associated with your customer account.

ACCOUNT

Resetting your password is quick and easy. Follow these steps:
1. Go to the login page.
2. Click on Forgot password?.
3. Enter your email address and submit.
4. Check your email for the reset link. If you don’t see it, be sure to check your spam folder.
5. Click the link to access the reset page.
6. Choose a new secure password and confirm it.
7. Log in with your new password.
Username:
Authentication to your VEJA account is done using the email address you provided during registration. Please check your email address or contact us for assistance in finding your username.

Password:
In the My account section, click on Forgot password?
Enter your email address. You will receive a link to reset your password.

If you do not receive the reset email within a few minutes, please check your junk/spam folder before contacting us.
To add a new address:
Log in to your personal account.
Go to Addresses book.
Click on Add a new address.
Fill in the details for your new address.
Click on Save.

To update an address:
Log in to your personal account.
Go to Addresses book.
Click on Edit next to the address you want to update.
Modify the desired fields.
Click on Save.

To delete an address:
Log in to your personal account.
Go to Addresses book.
Click on Edit next to the address you want to delete.
Click on Delete under the address you want to remove.
Before deleting your account:
Use any remaining credit on the account.
Download or save any information you want to keep (order history, invoices, etc.).

To delete your account:
Log in to your account.
Go to the Account details section.
Find the option to Delete account.
Follow the instructions to confirm the deletion of your account.

The deletion request will be processed within 1 to 7 business days.

PRODUCT INFORMATION

A size guide is available at the bottom of the page in the Help section, as well as on each product page to assist you in choosing your size.

To select the ideal size, we recommend measuring the length of your foot. You can then compare this measurement with those provided in our guide to ensure you make the right choice.

If you need further assistance, please contact our customer service.
Running
Condor 3 Advanced: We recommend choosing one size up from your usual shoe size.
Condor 3: We recommend sticking to your usual size.
Condor 2: We recommend choosing one size up from your usual size.
Marlin: We recommend choosing one size up from your usual size

Hiking
Fitz Roy: We recommend choosing one size up from your usual size.

Training
Impala: We recommend choosing one size up from your usual size.
Currently, 37% of the collection is 100% vegan, and we are continuously working to increase this percentage.

C.W.L. is our eco-friendly alternative to leather. Introduced in 2019, this 54% bio-based fabric from Brazil maintains the appearance, feel, and water resistance of leather. It consists of a 100% organic cotton canvas coated with P.U., corn starch, and castor oil.

Find our vegan pairs here.
Gift cards are available.

Buy gift card:
Choose or enter your amount. The gift card amount must be between $20 and $300.
Enter your personal details and complete the form.
Add your gift card to the cart and complete the payment.
We will email the code to the address(es) you provide during the purchase process.

Check gift card balance:
Enter your gift card code to find out the remaining balance.
Click Search to view the balance and the expiration date.

Features:
Usable online.
Valid only in the country of purchase.
Non-refundable.

SECURITY & GENERAL INFORMATION

We know that many fake VEJA sneakers are sold around the world.

We have seen fake VEJA promoted on social media, fraudulent sellers advertising, and scammers creating fake websites to steal credit card numbers.

VEJA is firmly committed to fighting counterfeiting. Our legal teams and partners monitor and take action against the unauthorized sale of counterfeit VEJA products.

Authenticate
If the price seems too good to be true, it is likely a counterfeit.
We do not participate in commercial events like Black Friday or private sales.
We never advertise, so if you find sponsored posts or ads claiming to be VEJA, they are not affiliated with us.
If the domain name includes a country, city, or the words “sale”, “promotions”, it is likely a fraudulent website.

Report
Stay vigilant, and if you spot a suspicious website, you can report it to our Customer Service team .

To shop safely, visit our official website, our VEJA stores, and our authorized retailers.
As part of our ongoing evaluation and improvement efforts, we invite our customers to share their feedback on their online purchase experience.

By posting content, you certify that you are the author and guarantee its accuracy. You must be at least 18 years old and ensure that the content does not violate any laws or third-party rights. You agree not to submit false, illegal, defamatory content, or content containing viruses.

VEJA reserves the right to modify or delete content at its discretion.

By providing your email, you agree that VEJA may contact you for administrative purposes.

FAQ

What are the conditions and fees for returns?

How can I request a return (for International orders)?

How can I request a return (for European orders)?

How can I exchange an item?

I can't find my return voucher or prepaid label.

How can I track my return?

What is the refund and credit note processing time?

You received the wrong model?

Can I return an order in-store if it was purchased online, and vice versa?

I bought a VEJA product from a retailer. What is the return procedure?

Can I return multiple pairs from the same order in one package?

I paid with KLARNA. How do returns work?

What happens to my gift card if my order is canceled or returned?

What are the delivery times?

Are there shipping fees?

Are taxes included?

How to make sure you are on the right website based on your delivery country?

What delivery options are available?

How can I have my order delivered to a pick-up point?

What are the processing times for my order?

How can I track my package delivery?

What happens if I’m absent during delivery?

I did not receive my order; what should I do?

One or more products are missing; what should I do?

What happens if my package is returned to the sender?

How are VEJA products made?

What is the warranty for VEJA products?

I bought my pair of VEJA shoes from a retailer; how does the warranty apply?

What should I do if I encounter a problem with a product?

Where can I get my products repaired?

If my item is not covered by the warranty, can you still repair it?

How can I recycle my VEJA products?

Is normal wear and tear covered by the warranty?

How should I care for and clean my VEJA shoes?

From which countries is it possible to order on VEJASTORE?

How long does an item stay in my cart?

How can I know if my order has been accepted?

What are the processing times for my order?

Is it possible to cancel or modify my order after confirmation?

Edit my shipping or billing address

How can I download my invoice?

What is the status of my order?

Are gift wrapping or personalized messages possible?

How can I know when a product will be back in stock?

What are the payment methods?

Is online payment secure?

How can I use a credit note?

How can I use a gift card?

Why do I need to reset my password after the website update?

How do I reset my password?

If I encounter issues while resetting my password, what should I do?

Is creating a customer account mandatory to place an order?

How do I create a VEJA account?

How do I change my password?

Forgot my username/password, what should I do?

How do I update my personal information?

How do I add or change an address?

How do I create my product wishlist?

How is the personal information in my account used?

How do I subscribe or unsubscribe from the newsletter?

How do I delete my account?

How do I choose the right size?

How to choose the right size in sports shoes?

Are VEJA products vegan?

Do you offer replacement laces?

Do you offer replacement insoles?

Is it possible to customize items?

How can I check the availability of products in store?

Where can I see upcoming new arrivals?

Do you offer gift cards?

How to understand pictograms?

Authenticity & Counterfeiting

Accessibility & Commitment

Customer Reviews