RETURNS AND REFUNDS
1. What are the return conditions?
2. How long does a return take?
3. Can I exchange my product for a different size?
4. How do I request a return in Australia?
5. How do I request a return (International order)?
6. How can I find the prepaid shipping label?
7. When and how will I get my refund?
8. Who pays for return shipping?
See FAQ for more information.
1. What are the return conditions?
For all orders, you have 28 days to make your return.
Online orders on the www.veja-store.mom website cannot be returned to the store. Please use the online procedure only for returns. Only unworn items, returned in their original box (undamaged) will be accepted.
Socks must be returned in their original condition, unworn, with all tags intact and attached.
To make your return, please follow the instructions below or send your return to the following address :
VEJA - Savino Del Bene
VEJA AUS
100 Holbeche Road
Arndell Park NSW 2148
Australia
We will reimburse the total amount of the returned product(s) according to the method of reimbursement selected at the time of your return request : credit note or reimbursement on the original method of payment.
If not specified or if the returned item was paid for with a credit note, a credit note will be credited automatically (valid for 1 year from the date of issue).
You will be informed by e-mail as soon as your refund has been issued. In the case of a credit note, the amount of the article will be credited to the customer account used at the time of the order.
Final Sale Items
Please note that items marked as “Final Sale” are not eligible for return, refund, exchange, or store credit.
The “Final Sale” designation is clearly indicated on the product page, in the shopping cart, and at checkout before order confirmation. By completing your purchase of a Final Sale item, you acknowledge and agree that the sale is final.
If the item you receive is defective, damaged upon receipt, or not in conformity with the order, please contact our customer service.
2. How long does a return take?
We process your return within 10 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 valid for 1 year from the date of issue. 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.
3. Can I exchange my product for a different size?
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.
4. How do I request a return in Australia?
You can make your return directly in your VEJA personal space by following the steps below :
1. Log in to your account at www.veja-store.mom and go to "Orders". If you are logged in as a Guest, please create an account to make a return.
2. Select the order containing the product you wish to return and click on "Create a return"
3. Fill in the mandatory fields: items to be returned, quantity, refund method (credit note or refund), reason for return, shipping method
4. Validate return request
5. If you are not eligible for free returns, print and insert the completed returns form available in PDF format from your personal space. Your return must be sent as "Standard" delivery by your local post office.
6. If you are eligible for free returns, print and affix the prepaid label to your shipping packaging (no return form needed).
If you are not eligible for free returns, print and insert the completed returns form available in PDF format from your personal space. Your return must be sent as "Standard" delivery by your local post office.
Only unworn items, returned in their original box (undamaged), with the return form downloadable from your customer area will be accepted.
5. How do I request a return (international order)?
The international returns procedure concerns orders placed outside France and Europe.
You can make your return directly in your VEJA personal space by following the steps below :
1. Log in to your account at www.veja-store.mom and access "My orders". If you are logged in as a Guest, please create an account to make a return.
2. Select the order containing the product you wish to return and click on "Create a return".
3. Fill in the mandatory fields : items to be returned, quantity, refund method (credit note or refund), reason for return.
4. Validate return request
5. If you are not eligible for free returns, print and insert the completed returns form available in PDF format from your personal space. Your return must be sent as "Standard" delivery by your local post office.
6. Remove the customs declaration form (labelled "Déclaration en Douane / CN23") from the transparent white pouch affixed to your parcel’s packaging.
7. Strike out the phrase "Sale of merchandise".
8. Tick the "Return merchandise" box
9. Put the document back in the transparent pocket
10. Return shipping costs for orders from countries outside Europe, Great Britain or the United States are at the buyer's expense. Your return must be sent as "Standard" delivery by your local post office. Your parcel number must begin with the letter "C"
VEJA reserves the right not to accept an international return if it does not comply with the above steps.
Only unworn items, returned in their original box (undamaged), with the return form downloadable from your customer area will be accepted.
In-store returns : Orders placed on the www.veja-store.mom website cannot be returned in-store. Please follow the online return procedure only (see questions: How can I request a return (Australia)?).
If you have any questions, please do not hesitate to contact Customer Service via the contact form.
6. How can I find the prepaid shipping label?
7. When and how will I get my refund?
In order to receive a refund or a credit, the returned product(s) must be in perfect condition, unworn and in their original packaging (box, accessories). Any product that has been worn, damaged, is not in its original box or whose packaging is damaged will not be eligible for a refund or credit note.
From the moment we receive your return in our warehouse, the average processing time is 10 working days (Monday to Friday).
Confirmation of your refund or the issuance of your credit will be sent to you by email.
A credit note is valid for 1 year from the date of issue. Credit notes created as a commercial gesture are non-refundable.
You can also track the progress of your return via your personal account, in the "Returns" section.
8. Who pays for return shipping?
Returns are free in Australia for purchases over A$ 140.