Refund policy

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.
• Returning is free of charge.
  
• 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.
  
• You will receive your refund within 14 days after submitting your return request.
  

1. Submit

https://viavaishoes.returnista.com

2. Send

Put your item(s) in the shipping box and make the original shipping sticker illegible. Stick the return code on the parcel or have the QR code scanned at a service point.

3. Processing

We will notify you as soon as we receive your return and process it as soon as possible.

4. Refund

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.

Sale items

You can always return discounted items within 30 days of receiving your order, provided they meet the return conditions above. There are no costs involved.

Exchanges

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

Refunds

We do our utmost to process your return as quickly and smoothly as possible. Please note that it may take approximately 1 to 3 working days for your parcel to reach us. Once we have received the parcel, we will process your return within 7 working days.

You will therefore receive your refund within 14 days after submitting your return request.

Please note: There are conditions attached to returning orders paid for with a gift card. If you return your order within 7 days of purchase, you will automatically receive a refund on the gift card you used. We therefore recommend keeping your used gift card for at least 14 days after purchase.

If you return an order that you (partially) paid for with a gift card after the 7-day period, you will receive a refund as VIA VAI store credit. This store credit is valid indefinitely and can be spent in the VIA VAI webshop and VIA VAI Brand Store in Amsterdam. Please contact our customer service for more information.

By choosing to pay with a gift card, you agree to these terms and conditions.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can always contact us for any return question at customerservice@viavaishoes.com.