Returns & Exchanges Policy

We want you to love your Veldskoen products. If something is not quite right, this Returns & Exchanges Policy explains how returns, refunds and exchanges work for purchases made directly from Veldskoen, as well as how we handle products bought from other retailers.

Returns

We have a 30-day return policy, which means you have 30 days from the date you receive your order to request a return for eligible items. To qualify, your item must be in the same condition you received it in – unworn, unused, with all tags intact and in the original packaging, including the shoebox.

Returns are assessed on a case-by-case basis to ensure they meet these criteria. Items that show signs of wear, damage, or are returned without their original packaging may not be accepted for return.

How to Request a Return

To start a return, please contact our team using any of the methods below. This helps us log your request, confirm eligibility and guide you through the next steps.

📞 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

Once your return is registered, our team will confirm the return details, including where to send your parcel and what to include in the package. Please do not send items back without first contacting us, as this may delay processing.

Return Shipping Fees

We do not charge a handling fee for returns. However, unless otherwise agreed in writing, you will be responsible for the courier cost of sending your item back to us.

If you choose to use your own courier, we recommend using a trackable service and keeping your proof of postage. Veldskoen cannot be held responsible for items lost or damaged in transit when returning to us. 

Refunds

Refunds are only available for products purchased directly from Veldskoen through our official online store or our own physical store. If you bought your Veldskoen shoes from another retailer or online platform, you will need to request a refund directly from that store, in line with their policies. 

Once we receive your returned item, we will inspect it to confirm that it meets our return conditions. We will then notify you whether your refund has been approved or declined. If approved, your refund will be processed to your original payment method. Processing times may vary depending on your bank or payment provider. 

Please note: To process a refund, we may require proof of purchase and, where applicable, a bank confirmation letter to ensure that refunds are made safely and securely. Shipping costs paid on the original order are generally non-refundable unless required by law or where we have clearly stated otherwise.

Exchanges

We have a 30-day exchange policy, which means you have 30 days from the date you receive your order to request an exchange for a different size, colour or style, subject to stock availability. To be eligible for an exchange, your item must be unworn, unused, with tags intact and in its original packaging. 

Replacement items are dispatched after we have received and inspected the original item. The full exchange process (from collection/return to sending out the replacement) varies depending on courier performance and stock levels.

How to Request an Exchange

To request an exchange, please contact us using any of the following methods so we can confirm availability and guide you through the process. 

📞 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

Exchange Shipping Fees

For your first exchange on an order, you will cover the courier cost of sending the shoes back to us, and we will cover the courier cost of sending your replacement pair out to you.

For a second or any subsequent exchange on the same order, you will be responsible for both the courier fee to return the shoes to us and the courier fee for sending out the new exchange.

Damages & Issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to assess the issue quickly and offer the appropriate solution, which may include a replacement, repair, or refund in line with South African consumer protection laws.

When you contact us, please include your order number, clear photos of the issue, and a brief description of the problem. Our team will review the information and advise on the next steps.

Non-Returnable Items

Some types of products cannot be returned, exchanged or refunded unless they are defective or delivered incorrectly. These include:

• Custom or personalised products (such as special orders or customised items). Please ensure your size and details are correct before confirming customisation. 
• Gift cards. 

If you are unsure whether your item is eligible for return or exchange, please contact us before sending it back. 

Products Bought from Other Online Stores

We are happy to assist with exchanges for Veldskoen shoes purchased from selected online retailers (for example, Takealot, The Local Edit and similar partners), provided the shoes are unworn, undamaged and in their original packaging. Our standard 30-day exchange window applies from the original purchase date on your proof of purchase. 

You are welcome to visit our shop at Unit 19, Inospace Building, Amphion Street, Paarden Eiland, Cape Town, for in-person exchanges on these purchases at no additional charge for the exchange service itself. However, any refunds for products bought from other online stores must be processed by the original retailer, as your payment was made to them. 

Products Bought from Chain Stores & Boutiques

If you purchased Veldskoen shoes from a chain store or boutique, we recommend returning to the original store for exchanges or refunds, as they hold your proof of purchase and payment record. 

If returning to the original store is not possible, we may be able to assist with an exchange at our discretion and subject to an additional fee and proof of purchase. Refunds for these purchases must still be processed by the original retailer.

Black Friday / Cyber Monday Purchases

During Black Friday, Cyber Monday and similar major promotional periods, special conditions apply. For these deals, we allow exchanges or returns for store credit only. We do not offer refunds to the original payment method on any Black Friday or Cyber Monday promotional purchases, except where required by law. 

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

General Notes on Shipping Costs & Cancellations

If you change your delivery address while your order is already in transit, you will be responsible for any additional courier fees charged by the courier for rerouting the parcel. 

If you are unavailable at the delivery address and this results in a failed delivery that requires a second attempt or a new shipment, you will be responsible for the additional shipping cost. The same applies where you request a delivery address change after a failed shipment. If you choose to cancel your order after it has been shipped, shipping costs are not refundable. 

Need Help?

If you need assistance with returns, refunds or exchanges, or if you are unsure which part of this policy applies to your situation, our customer service team is here to help.

📞 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

We are always happy to help clarify anything that is not covered here and to guide you toward the best solution for your Veldskoen purchase.