Frequently asked questions

Order & Delivery

Are there costs involved for the delivery of my order?

No, there are no shipping costs. Your order will be delivered for free.

When will my package be delivered?

When you order before 5 p.m. on working days, we will make sure that your shoes leave our warehouse the same day. Your order will be sent via DHL and it will take 2 working days for your package to arrive. Moreover, you will receive an e-mail including a track & trace code which makes it possible to track your package. You can also change your delivery moment with this track & trace code.

How can I see the status of my order?

Once the order has been shipped you will receive an e-mail containing a track & trace link. By clicking on the link you will be able to track & trace your order and/or change the delivery moment.

How do deliveries work?

At the checkout you can choose for home delivery or delivery at a DHL ServicePoint. It is obviously also possible to use a different address than your home address for your package to be delivered.

How can I cancel my order?

After completing your order, we will get to work for you right away. Therefore, it is not possible to cancel your order from this moment on. You are always welcome to contact our customer service for additional questions.

My favourite article is currently out of stock. What now?

If your favorite article is out of order, please select the desired size and leave your e-mail address in the bar below it. When and if the shoes are back on stock, you will receive an automatic message. Unfortunately, it is possible that your size will not get back on stock.

Returning

How can I return my order?

Please go to the return page to sign up for your return. Follow the steps and then bring your return package to an UPS servicepoint. Save your proof of shipment until we've confirmed to you that we've received your return shipment.

Are there any costs involved for returning item(s)?

No, returning is completely free of charge.

Within which period can I return my order?

Returning is possible within 30 days after receiving your order.

When will I get back the money of my refund?

Once the return has been approved you will receive an e-mail confirming that the amount will be refunded in your account within a few days. Please note that refund on a credit card always depends on your bank.

Can I exchange my order?

It is not possible to exchange your order. If you want to receive a different size or other item, you can return your current order and place a new order.

Payments

Which payment options are there?

You can choose from the following payment methods: Sofort, Klarna Pay Now, Klarna Pay Later, Paypal, Apple Pay or one of the following creditcards: Maestro, Mastercard, Visa.


If you choose Sofort Banking, your order will be sent after the payment has been received. This can take up to 5 working days.

Loyalty program

How do I create an account?

To earn points, you need an account. From the account page, you can log in with an existing account or create a new account.

What are the benefits of being a VIA VAI member?

As a VIA VAI member you benefit from exclusive advantages:

  • Always have insight into your purchases
  • Be the first to know about our new collection
  • Be the first to access the sale
  • Save for discounts or free products
How do I save points?

For every euro you spend at VIA VAI you will receive one point (excluding shipping costs). To save points faster, you can also enter your birthday (100 points), subscribe to our newsletter (150 points) or invite a friend (100 points).

Where can I see how many points I have saved?

An overview of your saved points can be found on your account page. Here you will also find how many points you still need to save to reach the next level and for which rewards you can exchange your points.

What can I save for with points?

You can spend your saved points on unique VIA VAI specials. For example, you can save for products to keep your favorite VIA VAIs in top condition. You can also save for a discount on your next order and other exclusive extras. In addition, as a VIA VAI member you are always the first to know about new collections and promotions.

An overview of all rewards can be found on your account page.

How do I redeem my points?

Redeeming points can be done on your account page. Once you are logged in, you will see under your saved points the rewards you can choose from.

When you want to redeem your points for a product, click on the desired product. You will then be redirected to the product page. Check 'redeem your saved points' and add the product to the shopping bag. In the shopping bag, the points are automatically deducted.

Do you want to exchange points for a discount? Then click on the desired discount. Confirm your choice by clicking OK in the pop-up. Then the discount code will be visible immediately. You will also receive the discount code by e-mail.

What happens to my points if I return a product?

If you return a product with which you saved points, these points will be deducted from your total as soon as your return is processed.

If you return a product for which you have redeemed points, these points will be credited to your account as soon as your return is processed.

I did not receive any points, what should I do?

Points are granted automatically after checkout of your order. If you have not received any points, please contact customer service.

Warranty

I have a complaint. What to do?

The following steps depend on where you purchased the shoes.

Purchased at a VIA VAI dealer
In this case, the VIA VAI dealer will be your first point of contact for the complaint. Make sure that you can provide a proof of purchase, for example by showing your receipt. The VIA VAI dealer will review the complaint and consult with you on a possible solution.

Purchased at the official VIA VAI online store
When you purchased your shoes on our official online store, you can contact our customer service. Mention the order number and send, if possible, pictures through e-mail or WhatsApp to explain your complaint as well as possible.

What is the warranty period?

You will receive legal warranty on all your purchases. The legal warranty has no specific term because this can differ per product. This means that a product must meet the expectation of a consumer, within all reason, of what to expact from the product. Isn't this the case, please contact our Customer Service department via customerservice@viavaishoes.com.

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