Returns & Exchanges Policy

We want you to love your Veldskoen. If something is not quite right, this policy explains how returns, refunds and exchanges work when you buy directly from us, and what to do if you bought your pair from another shop.

Start Here: Send Us Photos

Before we can approve any return, refund or exchange, we need clear photos of the item. This is the first step for every request, no exceptions.

Please send us:

• Your order number.
• A photo of the whole shoe, from the top and from the side.
• A photo of the sole.
• Close-up photos of the exact problem, taken in good light.
• A short description of what went wrong and what you would like us to do about it.

Factory faults do happen, and photos are how we help you quickly. They let our team see the problem properly, approve your request faster, and in many cases sort it out without the shoes needing to travel at all. They also save you the cost and wait of sending something back unnecessarily. Once our team has reviewed your photos, we will confirm whether your return, refund or exchange is approved and what happens next.

Please do not send anything back to us before we have approved it. Items sent back without approval will be delayed and may not be accepted.

Returns

You have 30 days from the day your order arrives to ask for a return.

To qualify, the item must be in the same condition you received it in: unworn, unused, with all tags still on and in its original packaging, including the shoebox.

We check every return against these conditions. Items that have been worn, are damaged, or come back without their original packaging may not be accepted.

Refunds

We refund products bought directly from Veldskoen, either through our online store or our own shop. If you bought your Veldskoen from another retailer or online platform, you will need to ask them for a refund, under their own policy.

Once your returned item reaches us, we inspect it and let you know whether the refund is approved. If it is, we refund you to the payment method you originally used. How long the money takes to reflect depends on your bank or payment provider.

To keep refunds safe and secure, we may ask you for proof of purchase and, in some cases, a letter from your bank confirming your account details. Shipping costs paid on the original order are not refunded, unless the law requires it or we have agreed otherwise in writing.

Exchanges

You have 30 days from the day your order arrives to ask for an exchange for a different size, colour or style, subject to stock. The item must be unworn, unused, with tags on and in its original packaging.

We send your replacement out after we have received and inspected the original item. How long the whole process takes depends on courier times and stock levels.

Getting the Item Back to Us

Once we have approved your request, the item needs to come back to us. How that happens depends on where you are.

Returns from Within South Africa

We do not charge a handling fee on returns. Unless we have agreed otherwise in writing, you cover the courier cost of getting the item back to us.

Our team will confirm where to send your parcel and what to include. We can arrange the collection for you, which is usually the easiest option. If you would rather use your own courier, please use a tracked service and keep your proof of postage. We cannot take responsibility for items that are lost or damaged on their way back to us when you arrange the courier yourself.

Returns from Outside South Africa

All international returns must come back to us using the return service we arrange. You may no longer book your own courier for an international return.

We have made this change to protect you. Cross-border couriers, customs paperwork and import and export rules are complicated, and we have seen too many customers land in trouble with them: surprise charges, parcels stuck in customs for weeks, and items that never arrived at all. When we handle it, none of that lands on you.

Here is how it works:

• Contact us and send your photos.
• Once approved, we send you an invoice for the return.
• You pay the invoice.
• We arrange the collection of your parcel and take care of everything needed to get it to Veldskoen, including all paperwork and customs formalities.

The cost of getting the item back to us stays for your account. Once it reaches us, we cover the cost of processing your exchange, and where an exchange applies, we also cover the cost of sending your replacement pair out to you.

Please do not send anything back on your own. Parcels sent outside this process may be delayed, held at customs, charged to you or lost, and we cannot take responsibility for them.

Who Pays for What on an Exchange

On your first exchange for an order, you pay to send the shoes back to us, and we pay to send your replacement pair out to you.

On a second or any further exchange for the same order, you pay both ways: the cost of sending the shoes back to us and the cost of sending the new pair out.

Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives. If anything is faulty or damaged, or if you have received the wrong item, contact us straight away with your order number, photos and a short description.

Our team will review it and offer the right solution, which may be a replacement, a repair or a refund, in line with South African consumer protection law.

Items We Cannot Take Back

Some items cannot be returned, exchanged or refunded unless they are faulty or we sent you the wrong thing:

• Custom or personalised products, such as special orders and customised items. Please double-check your size and details before confirming a customisation.
• Gift cards.

If you are not sure whether your item qualifies, please ask us before sending it back.

Bought from Another Online Store

We are happy to help with exchanges on Veldskoen bought from selected online retailers, such as Takealot and The Local Edit, as long as the shoes are unworn, undamaged and in their original packaging. Our 30-day exchange window runs from the purchase date on your proof of purchase.

You are welcome to bring these to our shop at Unit 19, Inospace Building, Amphion Street, Paarden Eiland, Cape Town, for an in-person exchange. We do not charge for the exchange service itself.

Refunds on these purchases must go through the original retailer, because that is who you paid.

Bought from a Chain Store or Boutique

If you bought your Veldskoen from a chain store or boutique, please go back to that store for an exchange or refund. They hold your proof of purchase and your payment record.

If that is not possible, we may be able to help with an exchange at our discretion, subject to proof of purchase and an additional fee. Refunds on these purchases must still be handled by the original retailer.

Black Friday & Cyber Monday

Special rules apply to Black Friday, Cyber Monday and similar big promotions. On these deals we offer exchanges or store credit only. We do not refund to your original payment method on promotional purchases, except where the law requires it.

All the other rules still apply, including that items must be unworn, unused, with tags on and in their original packaging, within the applicable time frame.

Shipping Costs and Cancellations

If you change your delivery address while your order is already on its way, you cover any extra courier fees for rerouting the parcel.

If nobody is available at the delivery address and the parcel needs a second attempt or a new shipment, you cover that additional shipping cost. The same applies if you ask us to change the address after a failed delivery.

If you cancel your order after it has shipped, shipping costs are not refunded.

For full details on delivery, collection points and international shipping, please see our Shipping Policy.

Need Help?

If you are unsure which part of this policy applies to you, please get in touch. We are always happy to talk it through and find the best solution for your Veldskoen.

📞 Call & WhatsApp: +27 76 812 6246
📧 Email: hello@veldskoen.com
🎫 Submit a ticket: Contact the team
📌 Visit us in-store: Unit 19, Inospace Building, Amphion Street, Paarden Eiland, 7405