Customer Service Policy

At veja-storehub, our commitment to doing better extends beyond our materials and into every interaction with you. We believe exceptional service is built on clarity, fairness, and a genuine desire to help. This policy outlines our promises to you.

1. Shipping & Delivery: A Clear Journey

• Global, Complimentary Shipping: We are proud to offer Free Standard Shipping on every order, to almost every country. We believe great design should be accessible without hidden costs.

• Processing Time: All orders are hand-checked and prepared with care at our warehouse within 1-3 business days of purchase.

• Tracking & Updates: Once your order ships, you will receive a confirmation email with a tracking link so you can follow its journey to you.

• Customs & Duties: For international orders, any applicable customs duties, taxes, or fees are the responsibility of the recipient, as determined by the destination country’s regulations.

2. Returns & Exchanges: Designed with Integrity
We want you to love your veja-storehub.com sneakers. If you need to make a return or exchange, here is our straightforward process:

• Eligibility: Items must be returned in brand-new, unworn condition, in their original packaging with all tags attached, within 30 days of delivery.

• Initiate a Return: Please contact our support team at support@veja-storehub.com with your order number. We will guide you through the simple process and provide a prepaid return label where applicable.

• Refunds: Once we receive and inspect your return, we will process your refund to the original payment method within 10 business days. Shipping costs are non-refundable.

• Exchanges: We currently facilitate exchanges for a different size by processing a return and a new order. Please contact us for assistance.

3. Our Product & Quality: A Commitment to Craft

• Ethical Craftsmanship: Each pair is made with selected organic cotton, Amazonian rubber, and recycled materials. We stand by the quality and integrity of our construction.

• Care for Longevity: To extend the life of your sneakers and support our sustainable mission, please follow the care instructions provided with your order. Proper care is the best warranty.

4. Contact & Support: We‘re Here to Help
Your satisfaction and feedback are vital to our mission.

• Primary Channel: For the quickest response, please email us at support@veja-storehub.com.

• Response Time: We strive to answer all inquiries within 24 hours on business days (Monday to Friday).

• Our Approach: Our support team is empowered to listen, understand, and find a fair and thoughtful solution for you.

5. Our Values in Service
This policy is guided by the same principles that guide our design: fairness, transparency, and a reduced footprint. We handle every request with the goal of minimizing waste and maximizing your satisfaction.