Frequently Asked Questions

ORDER

What is the status of my order?

Once your 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 and trace your order.

Is it possible to 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 favorite item is currently out of stock. What now?

If your favorite item is out of stock, 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.

What is a pre-order item?

Most items in our webshop are available directly from stock. Sometimes an item is in transit or still needs to be shipped from our supplier, resulting in a longer delivery time. These products are marked with the label ‘pre-order’. To find out the exact delivery time, click on the item and then on your size. The delivery time may vary depending on the size. A message will then appear with the expected delivery date.

DELIVERY

Are there costs involved for the delivery of my order?

Orders over €99 are delivered free of charge to your home or a DHL ServicePoint. For orders under €99, shipping costs are €3.95. If you choose Next Day Delivery (evening delivery, weekdays only), a standard charge of €4.95 will be applied.

What delivery methods are available?

At checkout, you can choose from various delivery options:

Daytime delivery with DHL

  • Ordered on working days before 5 p.m., delivered the next day.
  • Free for orders over €99. Orders under €99 will be charged €3.95.

Evening delivery with DHL

  • Ordered on working days before 5 p.m., delivered the next day.
  • Free for orders over €99. Orders under €99 will be charged €3.95.

Pick up at DHL ServicePoint

  • Ordered on working days before 5 p.m., delivered the next day.
  • Free from €99. For orders under €99, €3.95 will be charged.

Next-day delivery (evening delivery, only on working days) with Trunkrs

  • This is an Express Delivery with Trunkrs. This means you will receive your order faster.
  • This option is only available from Sunday to Thursday between 5:00 p.m. and 11:59 p.m. A standard fee of €4.95 will be charged for this service.

When will my order be delivered?

Ordered Monday through Friday before 5 p.m.
We will ensure that your order leaves our warehouse the same day. You will receive your order the next day!

Ordered Monday through Thursday between 5:00 p.m. and 11:59 p.m.

  • Standard Delivery: Your order will be shipped the next business day. Your order will be delivered one day after shipment.
  • Next day delivery (evening delivery, weekdays only) - Express Delivery: your order will be shipped faster. You will receive your order the next day in the evening. A fee of €4.95 will be charged for this service.

Ordered on Friday after 5 p.m., Saturday, or Sunday
Your order will be shipped the next business day. Your order will be delivered on Tuesday.

Sometimes items have a slightly longer delivery time. If this is the case, we will indicate this on the website. You can also find this information in your order confirmation email.

Can I choose a delivery time myself?

Yes, you can! Once your order has been shipped, you will receive an email from DHL with a track & trace link. Here you can easily change the time or location of your delivery.

PAYMENT

What payment methods are available?

You can choose the following payment methods: iDeal, Maestro, MasterCard, Visa, PayPal, Apple Pay, Riverty, or Klarna. You can also pay with various gift cards, such as Fashioncheque, VVV gift card, and Shoes & Sneakers gift card.

Can I pay with a gift card?

Have you received a gift card and would you like to redeem it at VIA VAI? You can! You can pay with the following gift cards in the webshop:

  • Fashioncheque
  • Shoes & Sneakers Cadeau
  • VVV Cadeaukaart

You can redeem your gift card during the ‘payment’ step in the ordering process. You can pay a maximum of €50 with a gift card for each online order. This is stipulated in European legislation. Any remaining amount can be paid using one of the other payment methods.

You can also redeem your Fashioncheque, Shoes & Sneakers and VVV gift card in our Brand Store in Amsterdam.

Please note: if you return an order that you paid for (partially) with a gift card, you will receive the amount you paid with the gift card back in the form of a VIA VAI coupon code. Please contact customer service for this. This credit code is valid indefinitely and can be redeemed in the webshop.

Can I pay later?

Pay later with Riverty and Klarna.

Shopping with Riverty and Klarna

Once your order has been shipped, you will receive a digital invoice with payment instructions by email. You can then make the payment within 14 days.

Please note: for technical reasons, Riverty has set a spending limit of €450.

Easy payment via the app

You can view a complete overview of your invoice or payment via your MyRiverty app or Klarna app. Download the appropriate app and log in with the email address you provided when placing your order. After logging in, you can pay the invoice with a single click.

Returns

Did you pay with Riverty or Klarna and are you returning something? Once we have processed your return, you will receive a notification and Riverty/Klarna will start processing it. This may take a few days.

Questions about Riverty?
Do you have questions about payments or outstanding invoices? Please contact Riverty by phone at 020-7230270 or send an email to customercare@riverty.nl. Riverty is available Monday through Friday. More information? Visit Riverty.nl

Questions about Klarna?
Klarna performs a credit check when you place your order and determines whether you can make your purchase and for what amount. Are you unable to pay via Klarna or do you have other questions about payment? Please contact Klarna by phone at 020-8082852 or use the Klarna chat. Klarna is available Monday through Friday. More information? Visit Klarna.nl.

Why is my payment with Klarna not working?

Klarna performs a check on all payments to determine whether the transaction can proceed. Do you have questions about your payment via Klarna? Please contact Klarna's customer service at 020 - 8 082 852.

RETURNS

How can I return my order?

At VIA VAI, we do everything we can to put a smile on your face. Did you buy an item and it wasn't the perfect match after all? No problem! You can easily return your purchase. Check out our return policy below:

  • You can return your purchase within 30 days of receipt.
  • Items must be in unworn condition, in their original packaging and with all accompanying tags and accessories.
  • Items that have been worn, used or incomplete cannot be returned.
  • Did you receive your purchase defective or damaged? If so, please contact our customer service team. We will help you with an appropriate solution as soon as possible.


Please go to the return page to sign up for your return. Follow the steps and then bring your return package to a servicepoint.

Save your proof of return
Please keep the proof of shipment of your return parcel until we have confirmed to you that we have received the return in good order. If your return is stuck within the return process, this is your proof that you have handed in the parcel. Without a return proof, we cannot initiate the financial processing of a return.

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 receive the refund for my return shipment?

Once we have received your package, we will try to process the return as quickly as possible. You will receive your refund within 5 working days.

Please note: if you return an order that you paid for (partially) with a gift card, you will receive the amount you paid with the gift card back in the form of a VIA VAI coupon code. Please contact customer service for this. This coupon code is valid indefinitely and can be redeemed in the webshop.

Can I return a sale item?

Yes, you can always return discounted items within 30 days of receiving your order. There are no costs involved.

Can I exchange my order?

It is not possible to exchange your order. If you would like to receive a different size or item, you can return your current order free of charge and place a new order.

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.

VIA VAI CLUB

How do I become a member of the VIA VAI Club?

To save points, you need an account. You can enter your email address on the account page. You will then receive a unique verification code at that email address to log in. You no longer need a password to log in to your account.

What are the benefits of being a VIA VAI Member?

As a VIA VAI member, you enjoy exclusive benefits:

  • Save for rewards, such as free goodies and discounts
  • A gift on your birthday
  • Be the first to know about new collections
  • Always have insight into your purchases
  • An exclusive glimpse into the world of VIA VAI

How do I save points?

For every euro you spend at VIA VAI, you will receive one point (excluding any shipping costs). To earn points faster, you can also enter your birthday (100 points), subscribe to our newsletter (150 points), or follow VIA VAI on Instagram (50 points).

Where can I see how many points I have saved?

You can find an overview of your saved points on your account page. Here you can also see which rewards you can exchange your points for.

What can I save for?

You can spend your saved points on unique VIA VAI specials. For example, you can save up for maintenance products to keep your favorite VIA VAI items in top condition. You can also save up for a discount on your next order and other exclusive extras. As a VIA VAI member, you will always be the first to know about new collections and promotions.

You can find an overview of all rewards on your account page.

How do I redeem my saved points?

You can redeem points on your account page. Once you have logged in, you will see the rewards you can choose from under your saved points.

If 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 your shopping bag. The points will be automatically deducted in the shopping bag.

Would you like to redeem points for a discount? Then click on the desired discount. Confirm your choice by clicking OK on the pop-up. The discount code will then be immediately visible. You will also receive the discount code by email.

What happens to my points if I return a product?

If you return a product for which you have earned points, these points will be deducted from your total once your return has been processed.

If you return a product for which you have redeemed points, these points will be credited back to your account once your return has been processed.

I haven't received any points for my order, what should I do?

Points are automatically awarded after your order has been shipped. If you have not received any points, please contact customer service.

Sustainability

What materials are VIA VAI shoes made from?

At VIA VAI, everything revolves around quality, which is reflected in the careful selection of materials. Our shoes are made from high-quality leather that is not only soft and durable, but also adapts perfectly to the shape of your foot for an ideal fit. We use luxurious suede and fine textiles, creating a refined mix of textures. Thanks to the premium materials, which have been carefully selected, you are assured of stylish shoes that will last a long time.

We work exclusively with leather suppliers who are members of the Leather Working Group, a non-profit organisation committed to environmental certification in the leather industry worldwide. Since 2023, we have also been a member of the Leather Working Group ourselves and are part of a positive change.

Want to know more about our materials? Take a look at our Sustainability page.

Where are VIA VAI shoes manufactured?

Our shoes are manufactured with the utmost care and precision in Portugal (95%), Spain (3%) and Turkey (2%). We work exclusively with European, certified manufacturers, tanneries and fabric suppliers. We value our relationships with our suppliers and invest in long-term partnerships. We know all our partners personally and have been working with some of them for over 20 years.

Our manufacturers have signed a Code of Conduct, confirming that they work according to agreed conditions. A Code of Conduct is a code of conduct for suppliers to ensure that a company's suppliers adhere to standards in the areas of working conditions, the environment, legislation and regulations, as well as a safe and responsible working environment. We visit manufacturers regularly to check these standards.

How can I extend the lifespan of my VIA VAI products?

Do you want your favorite shoes to stay in top condition season after season? Then start by protecting your shoes with the right care products from our VIA VAI shoe care range. Use a high-quality protective spray before wearing them for the first time. This will make them water and dirt resistant. Clean your shoes regularly with a soft brush or dry cloth to remove dust and stains. Always allow them to dry naturally – avoid direct sunlight and heat sources such as radiators. And give your shoes a break now and then: alternate them with other pairs so that the material can breathe and recover. This will ensure that your shoes stay beautiful and in optimal condition for a longer time.

Want to know more? Then take a look at our maintenance and advice page.

Is my order shipped in a climate-neutral way?

Yes, your order will be shipped climate-neutrally with DHL. DHL does this by emitting as little CO² as possible through the use of electric delivery vans. In addition, the CO² that is emitted is offset by investment in nature restoration. This includes large-scale reforestation projects in Spain, Portugal and Iceland, for example.

Since 2023, all parcels sent to consumers have been shipped in a climate-neutral and fossil-free manner.

Discounts & promotions

How do I redeem a discount code?

Have you received a discount code? Lucky you! You can redeem the discount code at checkout. To do so, click on “Checkout” in the shopping basket and a new screen will open. Where you can redeem the discount code differs depending on whether you are viewing on your mobile or on a computer:

Mobile: scroll down until you see the heading “Order overview”. Below this you will find a field labelled “Discount code or gift card”. Enter your discount code and then click on “Apply”.

Computer: on the right-hand side of the screen, you will see an overview of the products in your shopping basket. Directly below this, you will find a field labelled “Discount code or gift card”. Enter your discount code and then click on “Apply”.

Do you have any questions about your code? Please contact our customer service team.

Is it possible to combine multiple discount codes?

Discount codes cannot be combined with other codes, offers or promotions.

My discount code doesn't work, what should I do?

There may be conditions attached to your discount code. These will be stated when the code is provided. For example, some discount codes are not valid on sale items or in combination with other promotions. If you are unsure, please contact customer service.