Refund & Exchange Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it – unworn, unused, with tags intact, and in its original packaging.

How to process your return

Getting started is easy! Contact us using any of the following methods to initiate your return:

📞 Call & WhatsApp Us: +27 76 812 6246
📧 Email Us: hello@veldskoen.com
🎫 Submit a Ticket: Here
📌 Visit Us In-Store: Unit 19, Inospace Building, Amphion Street, Paarden Eiland, 7405

Our team will guide you through the process and provide you with all the details you need.

Return fees

We don't charge a handling fee, but you'll need to cover the courier cost to send your shoes back to us.

Refunds

Refunds are only available for products purchased directly from us. If you bought your Veldskoen from another online store, you'll need to request a refund from that store.

Once we receive and inspect your return, we'll notify you whether the refund has been approved. If approved, the refund will be issued automatically to your original payment method.

Please note: We need your bank confirmation letter and proof of purchase in order to process your refund.

🚨 Shipping Costs & Address Changes 🚨

If you change your delivery address mid-shipment, you'll be responsible for any additional courier fees incurred.
If you're unavailable at the delivery address and a failed delivery requires a second shipment, you'll be responsible for the additional shipping cost.
If you request a delivery address change after a failed shipment, any new shipping costs will be your responsibility.
If you decide to cancel your order after shipment, we do not reimburse shipping costs.

Exchanges

We have a 30-day exchange policy, which means you have 30 days after receiving your item to request an exchange.

To be eligible for an exchange, your item must be in the same condition as when you received it – unworn, unused, with tags intact, and in its original packaging.

Replacement products are sent out only after we've received the original item. The process usually takes 7–10 working days to complete.

How to process your exchange

Exchange fees

For your first exchange, you'll cover the cost of sending the shoes back to us, but we'll take care of the courier fee to send your replacement pair.
For a second or subsequent exchange on the same order, you'll be responsible for both the courier fee to send the shoes back and the courier fee for the new exchange.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We're here to help!

Non-Returnable Items

Certain types of items cannot be returned, exchanged, or refunded:

Custom products (such as special orders or customized items). Please ensure the size is correct before requesting customization.
Gift cards.

Please get in touch if you have questions or concerns about your specific item.

Shoes From Other Online Stores (e.g., Takealot, The Local Edit)

We're happy to assist with exchanges for shoes bought from sites like Takealot, The Local Edit, and similar retailers – as long as the shoes are unworn, undamaged, and in their original packaging. We have a 30-day exchange policy from your original purchase date.

You can visit our shop at Unit 19, Inospace Building, Amphion Street, Paarden Eiland, Cape Town, for in-person exchanges at no extra charge. However, refunds for these purchases must be handled by the original store.

Shoes From Chain Stores & Boutiques

For shoes bought at chain stores or boutiques, we recommend returning to the original store for exchanges.

If that's not possible, we can assist for an additional fee. Refunds must be processed by the original retailer.

Black Friday/Cyber Monday Returns, Refunds & Exchanges

We allow exchanges or store credit returns for Black Friday and Cyber Monday purchases. However, we do not allow returns for refunds on any Black Friday or Cyber Monday deals.

Need Help?

If you require assistance with the return, refund, and exchange process or have any questions, our customer service team is here to help: