Customer Service Policy

At VEJA-STOREUSHOP, we are committed to providing you with an exceptional experience — from browsing our sustainable sneakers to receiving your order and beyond. Our Customer Service Policy reflects our values of transparency, responsibility, and care for both our customers and the planet.

1. Contact Us

We’re here to help!
📧 Email: support@veja-storeushub.com
We aim to respond to all inquiries within 24–48 hours during business days (Monday–Friday).

2. Shipping & Delivery

  • Orders are processed within 1–3 business days.

  • We work with shipping partners that prioritize low-carbon options where possible.

  • Delivery times vary depending on your location. Tracking information will be sent once your order ships.

  • Any delays due to weather, customs, or unforeseen circumstances will be communicated promptly.

3. Returns, Exchanges & Sustainability

We want you to love your sneakers. If you need to return or exchange an item:

  • Timeframe: Returns or exchanges are accepted within 30 days of delivery.

  • Condition: Items must be unworn, in original packaging, with tags attached.

  • Process: Contact us at support@veja-storeushub.com to initiate a return. We will provide a prepaid return label when applicable.

  • Refunds: Refunds are issued to the original payment method within 7–10 business days after we receive and inspect the return.

  • Sustainable Promise: We never destroy returned items. Sneakers in resalable condition are restocked; otherwise, we partner with charities and recycling programs to ensure they are reused or responsibly recycled.

4. Product Quality & Responsibility

Our sneakers are crafted for durability and comfort. If you receive a defective or damaged product, please contact us immediately. We will arrange a replacement, refund, or repair in line with our commitment to quality and reducing waste.

5. Privacy & Data Security

We protect your personal information and never share it with third parties for marketing purposes. Our full Privacy Policy is available on our website.

6. Our Sustainability Commitment – Extended to Service

  • We use recycled and plastic-free packaging.

  • Our communications are digital-first to reduce paper waste.

  • We continuously assess our operations to lower our carbon footprint, including in shipping and returns.

7. Feedback & Continuous Improvement

Your voice helps us grow. We welcome feedback about our products, service, or sustainability efforts. Email us anytime at support@veja-storeushub.com.