Returns

How to return (part of) your order?

  • 1. Submit

    Submit your return via the link below. Follow the steps and confirm the registration of your return.

    SUBMIT RETURN

  • 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

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

Frequently asked questions

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?

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.

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.

Is it possible to cancel my order?

Yes, you can cancel or return your order within 30 days of receipt.

After completing your order, we will get to work for you right away. Have you placed your order but it hasn’t been shipped yet? Please contact our customer service team as soon as possible. We’ll be happy to check whether cancellation is still possible.

Has your order already been shipped or received? As a consumer, you can then exercise your statutory right of withdrawal. You have 30 days from receipt of your order to notify us that you wish to withdraw from the purchase. To do so, you can use the return page on our website.