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.

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