- Please select a topic
- Return & Refund
- Shipping
- After sales services & warranty
- Order
- Payment
- Account
- Product Information
- Security & General Information
Frequently Asked Questions
General
What are the conditions and fees for returns?
For all orders placed on the VEJA Store, you have 28 days to return your items.
Returns & fees :
- Please note that return costs are at your expense.
Please contact us to arrange your return.
Return conditions:
- The product must be new and unworn
- Original tags must not be removed
- The product must be returned in its original, undamaged box
Additional conditions:
- Socks must be returned unworn, in their original condition, with all tags attached
Important information:
- Online orders cannot be returned in store — please follow the online return procedure (see our Return Policy for more details).
- If your order was placed as a guest, you will need to create an account to return your item(s)
- Credits issued as a goodwill gesture are valid for 1 year and are non-refundable
- If you paid using a credit, the refund will be issued as a store credit.
I placed my order as a guest, how can I return it?
If your order was placed as a guest, you must create an account to process a return.
Create your account:
Use the same email address used for your order to retrieve your purchases automatically.
Once your account is created:
1. Log in to your account
2. Go to “My Orders”
3. Select the relevant order
4. Click “Create a return”
5. Follow the steps to complete your request
Our customer service remains available for any assistance.
How can I exchange an item?
If your purchase is not suitable and you would like to request an exchange, please create a customer account using the email address associated with your order.
Submit your return request from your account and select store credit. If eligible, you will be able to download a prepaid return label. Otherwise, return shipping costs are at your expense.
Once your return has been processed, you will receive a store credit confirmation email. You can then either contact our customer service team or place a new order using your store credit.
How can I know when a product will be back in stock?
Our site is restocked daily.
To stay updated, set up an alert directly on the product pages by selecting the desired size and clicking Notify me.
Enter your email address and then click Join the waitlist to be notified when the item is back in stock.
Return & Refund
What are the conditions and fees for returns?
For all orders placed on the VEJA Store, you have 28 days to return your items.
Returns & fees :
Please note that return costs are free.
Return conditions:
The product must be new and unworn
Original tags must not be removed
The product must be returned in its original, undamaged box
Additional conditions:
Socks must be returned unworn, in their original condition, with all tags attached
Important information:
Online orders cannot be returned in store — please follow the online return procedure (see our Return Policy for more details).
If your order was placed as a guest, you will need to create an account to return your item(s)
Credits issued as a goodwill gesture are valid for 1 year and are non-refundable
If you paid using a credit, the refund will be issued as a store credit.
I placed my order as a guest, how can I return it?
If your order was placed as a guest, you must create an account to process a return.
Create your account:
Use the same email address used for your order to retrieve your purchases automatically.
Once your account is created:
- Log in to your account
- Go to “My Orders”
- Select the relevant order
- Click “Create a return”
- Follow the steps to complete your request
Our customer service remains available for any assistance.
How can I track my return?
Once your package collected by our couriers, you can track its progress using the carrier's tracking number. This number is found in an email or SMS.
From the moment your return is received at our warehouse, the average processing time is 5 to 15 business days (Monday to Friday).
What is the refund and credit note processing time?
We process returns within 5 to 15 business days (Monday to Friday) of receiving them at our warehouse.
Refunds: If you requested a refund, it will be credited to the bank account used for the purchase within 6 to 18 business days.
Store Credit: If you opted for store credit, it will be valid for 1 year. After this period, the credit will expire and become non-refundable.
You can track the processing of your return via your account in the Returns section.
You received the wrong model?
If the pair received does not match your order, please contact our customer service via our contact form and specify the reference of the received pair.
Can I return an order in-store if it was purchased online, and vice versa?
No, returns must be made through the same channel as the purchase:
An order placed on the VEJA website cannot be returned in-store. Please follow the online return procedure.
A purchase made in-store cannot be returned via the website. Please visit the relevant store to make your return.
I bought a VEJA product from a retailer. What is the return procedure?
If you purchased your VEJA product from a retailer, please contact the retailer directly for any return request. As the original seller, only the retailer is authorized to handle the after-sales service for your purchase.
Can I return multiple pairs from the same order in one package?
Yes, there is no need to create multiple return requests. When processing your return, simply select all the pairs you wish to return and pack them together in one parcel using the same return label.
What happens to my gift card if my order is canceled or returned?
If an order paid with a gift card is canceled or returned, the value of the gift card used will be automatically credited back as a store credit available directly on your customer account.
Shipping
What are the delivery times?
Once your payment is confirmed, we guarantee a processing and shipping time of 24 to 48 hours for your order (excluding weekends and public holidays). After your order is handed over to the carrier, the duration depends on your delivery address. You can track the progress of your parcel at any time using the tracking number provided after your order has been shipped.
Standard shipping: 3-5 business days*.
*From Monday to Friday (excluding weekends and public holidays), starting from the receipt of the order confirmation email, unless otherwise specified.
Delivery times may vary depending on local postal handling. We disclaim any responsibility for delays caused by the carrie
Are there shipping fees?
Standard delivery: Free
For more information on our shipping policy, please visit our shipping policy page.
Are taxes included?
South Africa
Our prices are displayed inclusive of all taxes.
How to make sure you are on the right website based on your delivery country?
When visiting the VEJASTORE, choose your delivery country.
You can change it at any time.
Go to the Country selector at the bottom of the page.
Select your country/currency, and your language.
Confirm by clicking on Save.
How can I track my package delivery?
As soon as your package is shipped, you will receive an email with a link allowing you to track your package's delivery.
You can also track the delivery status of your package via your account:
In the Orders section, click on Package Tracking or select an order and click on Tracking Deliveries.
You can monitor your package's progress on the website of the carrier selected at checkout.
What happens if I’m absent during delivery?
If you’re not available when your order is delivered, the courier will contact you to arrange another delivery attempt when they are next servicing your area.
Please note that if the second delivery attempt is unsuccessful, your parcel will be returned to our warehouse.
I did not receive my order; what should I do?
We’re sorry for the inconvenience. Please check your order status using the tracking number provided.
If you need further assistance, feel free to contact our customer service team. They will coordinate with the carrier to take any necessary actions.
One or more products are missing; what should I do?
If one of the items in your order is out of stock and has not been shipped, you will be notified by email. The amount for the out-of-stock item will be refunded using your original payment method.
If this happens, we apologize for not being able to complete your order.
What happens if my package is returned to the sender?
If your order is returned to the sender, you can still track its progress using the tracking number provided after shipment.
Once the package is received at our warehouse, we will either process a refund or issue store credit, depending on your original payment method.
After sales services & warranty
How are VEJA products made?
Since 2005, VEJA has been creating sneakers differently, blending social projects, economic justice, and ecological materials.
VEJA uses organic and agroecological cotton from Brazil and Peru for the canvas and laces, Amazonian rubber for the soles, and various innovative materials made from recycled polyester.
VEJA sneakers are produced in Brazil in factories that respect workers' rights.
We are committed to offering the best quality to our customers. It takes more than 100 different manual actions to manufacture a VEJA shoe. Numerous checks are carried out in our factories and warehouses before a shipment is sent.
VEJA Project
What is the warranty for VEJA products?
The warranty for VEJA products purchased on VEJASTORE is valid for 2 years from the date of purchase and covers manufacturing defects for the original owner. Issues related to premature wear are covered for the first 6 months after purchase.
Eligible products under our warranty will either be repaired or replaced.
Our After-Sales Service will offer the best solution for your sneakers. Your request will be handled by our specialized team, and your pair will be examined to determine its eligibility for our warranty. Contact our customer service team and provide all relevant information about your pair.
I bought my pair of VEJA shoes from a retailer; how does the warranty apply?
Our warranty does not apply to items purchased on other online sites or in other stores.
Please contact the retailer where you made your purchase.
What should I do if I encounter a problem with a product?
If your VEJAs are damaged or have a manufacturing defect, contact our customer service team. Please provide us with details about your product as well as the type of issue you are experiencing.
Is normal wear and tear covered by the warranty?
The VEJA warranty does not cover normal wear and tear, or issues due to misuse (care instructions not followed; accidental damage or wear and tear; any impact suffered by the item; negligent or abnormal use, etc.).
How should I care for and clean my VEJA shoes?
Please note that VEJA sneakers should not be machine washed! This may damage the quality of the materials. VEJA disclaims any responsibility for damage caused by machine washing.
We recommend cleaning your shoes by following these steps:
Laces
1. Cleaning:
Wipe the laces with a damp cloth or mild soapy water if dirty. For white laces, soak them in clear water with baking soda or white vinegar. If necessary, you can machine wash the laces (only the laces!) at a low temperature.
2. Drying:
Let them air dry, away from heat sources (sun or radiator).
Leather
1. Preparation of laces:
Follow the steps from the Laces section.
2. De-dusting:
Brush the pair with a hard-bristled brush to remove excess dust.
3. Cleaning:
Use Marseille soap, lukewarm water, and a brush (toothbrush or hard-bristled brush).
4. Stain treatment:
Apply the Sneaker Cleanser to the entire shoe and leave it for 20 minutes.
5. Rinsing & wiping:
Wipe with a microfiber cloth, using clear water.
6. Drying:
Let them air dry, away from heat sources (sun or radiator).
7. Leather care:
Apply the protective balm Protecting Leather Balm.
8. Polishing:
Rub with a microfiber cloth to shine the leather.
9. Waterproofing:
Protect your VEJA after cleaning.
We also recommend avoiding cleaning the platinum, silver, or mother-of-pearl parts of your pair, as they are more delicate. If in doubt, feel free to contact us or consult a professional.
Suede
1. Preparation of laces:
Follow the steps from the Laces section.
2. De-dusting:
Brush the pair with a hard-bristled brush to remove excess dust.
3. Cleaning:
Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir OMNIDAIM®).
4. Rinsing & wiping:
Wipe with a microfiber cloth, using clear water. To recolor the suede, use Famaco Suede & Nubuck Renovator (or Saphir Renovétine).
5. Drying:
Let them air dry, away from heat sources (sun or radiator).
6. Suede care:
After drying, brush the suede with a hard-bristled brush to restore its velvety appearance.
7. Waterproofing:
Protect your VEJA after cleaning.
Mesh / Technical Materials
1. Preparation of laces:
Follow the steps from the Laces section.
2. De-dusting:
Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).
3. Cleaning:
Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).
4. Rinsing:
In a bowl of lukewarm clear water, dip a brush (like a nail brush) and scrub vigorously from top to bottom and heel to toe to remove dirt and product, or follow the mesh grain to avoid damaging it.
5. Wiping:
Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).
6. Drying:
Let them air dry, away from heat sources (sun or radiator).
7. Waterproofing:
Protect your VEJA after cleaning.
Canvas
1. Preparation of laces:
Follow the steps from the Laces section.
2. De-dusting:
Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).
3. Cleaning:
Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).
4. Rinsing:
In a bowl of lukewarm clear water, dip a brush and scrub vigorously from top to bottom and heel to toe to remove dirt and product.
5. Wiping:
Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).
6. Drying:
Let them air dry, away from heat sources (sun or radiator).
7. Waterproofing:
Protect your VEJA after cleaning.
Insoles
Our insoles are made from EVA (ethylene-vinyl acetate) and natural rubber. These materials may yellow over time due to UV exposure, oxidation, and natural wear.
1. Cleaning:
Use a toothbrush, lukewarm water, and soap or white vinegar to gently clean the insoles.
2. Whitening:
To whiten the insoles, apply toothpaste or talcum powder and gently scrub.
Cobblers
VEJA cobblersalso offer a shoe cleaning service.
If you have maintenance questions, you can contact our Customer Service team.
Order
How can I know if my order has been accepted?
Once you've completed your purchase, you'll receive an order confirmation email containing your order details.
You can also view the status of your order at any time by logging in to your VEJA account and visiting the Orders section. Here, you'll be able to see the latest updates on your order, including when it has been confirmed, is being prepared, and has been shipped.
What are the processing times for my order?
Once your payment is confirmed, we process and hand over your order to the carrier within an average of 24 to 48 hours (excluding Saturdays, Sundays, and public holidays). Once your order is handed over to the carrier, you can expect your delivery in 3-5 business days. This time depends on your delivery address. You can track the progress of your package at any time using the tracking number provided after your order has been shipped.
Is it possible to cancel or modify my order after confirmation?
Order Modification:
Once an online order has been placed, it is not possible to modify, add, or remove items.
Order Cancellation:
You can cancel your order within 1 hour of placing it via the order confirmation page or through the order details in your customer account. After this period, it will no longer be possible to cancel your order.
Edit my shipping or billing address
Once the order is placed, the delivery address cannot be modified. However, by contacting our customer service, an attempt to modify it with the carrier can be made, without guarantee.
The billing address cannot under any circumstances be changed after the order has been confirmed.
How can I download my invoice?
Invoices are available in your account.
Log in to your account.
Click on the Orders section and select the relevant order.
Then click on Download invoice.
How long does an item stay in my cart?
Your cart is saved for 24 hours.
You can also add products to your wishlist by clicking on the pin icon.
What is the status of my order?
To check the status of your order, log in to your account and go to the Orders section.
Here are the different statuses:
Payment Pending
Payment Accepted
Preparing
Shipped
Payment Declined
Canceled
Are gift wrapping or personalized messages possible?
We do not currently offer gift wrapping or personalized messages.
How can I know when a product will be back in stock?
Our site is restocked daily.
Payment
What are the payment methods?
We offer the following payment methods:
Apple Pay, Google Pay, Capitec, Mastercard, Visa, Stitch BNPL, Float and PayJustNow.
Some payment methods might not be supported in your region.
Is online payment secure?
VEJASTORE pays special attention to the security of online payments. Your banking information is transmitted to our server in an encrypted manner using the SSL (Secure Socket Layer) protocol and transferred to our bank in a completely secure environment via Stitch. This information is not stored under any circumstances.
Transactions are fully secured through the online payment system of our banking partner. Your bank details only circulate on the Internet in encrypted form, meaning they are encoded to make them completely unreadable. Additionally, they are only processed by Stitch and are never in VEJA's possession. In fact, when you enter your card number to make purchases on VEJA, you are actually transmitting them to Stitch.
How can I use a credit note?
Using Store Credit online:
Your store credits are automatically credited to your customer account.
To use your store credit, validate your cart, then select Store Credit from the payment methods.
If the value of your cart is less than the store credit, the remaining amount will be issued as a new store credit.
If the value of your cart exceeds the store credit, you will need to pay the difference using another available payment method.
How can I use a gift card?
How can I use a gift card?
During checkout, enter your gift card code in the Gift card or discount code field and click Apply.
The value of your gift card will be deducted from your order total. If there is a remaining balance to pay, you can complete your purchase using another available payment method.
Gift cards are valid for 1 year from the date of purchase and can only be redeemed on the South African VEJA online store.
Account
How do I reset my password?
Resetting your password is quick and easy. Follow these steps:
1. Go to the login page.
2. Click on Forgot password?.
3. Enter your email address and submit.
4. Check your email for the reset link. If you don’t see it, be sure to check your spam folder.
5. Click the link to access the reset page.
6. Choose a new secure password and confirm it.
7. Log in with your new password.
If I encounter issues while resetting my password, what should I do?
If you are having trouble resetting your password or have not received the reset email, please contact our customer service.
Is creating a customer account mandatory to place an order?
Creating a customer account is not mandatory to place an order, and you can complete a purchase as a guest. If you wish to create a customer account, you can do so after confirming your order.
Please note that if your order was placed as a guest, you will need to create an account to return products.
How do I create a VEJA account?
To create a VEJA account:
1. Go to My Account.
2. Select Create Account.
3. Enter your details and complete the registration form.
4. Click Create Account.
5. You'll receive a confirmation email (if required). Follow the instructions to activate your account.
Already have an account?
Go to My Account and sign in using your email address and password.
How do I change my password?
To change your password:
1. Go to the Login page.
2. Click Forgot your password?
3. Enter the email address associated with your account and submit your request.
4. Check your inbox for the password reset email. If you don't see it, check your spam or junk folder.
5. Click the link in the email.
6. Create and confirm your new password.
7. Sign in using your new password.
Forgot my username/password, what should I do?
Email address
Your VEJA account is linked to the email address you used when you created your account. If you're unsure which email address you used, please contact our Customer Service team for assistance.
Password
1. Go to the Login page.
2. Click Forgot your password?
3. Enter the email address associated with your account.
4. We'll send you a password reset email.
5. If you don't receive the email within a few minutes, please check your spam or junk folder before contacting our Customer Service team.
How do I update my personal information?
To update your personal information:
1. Log in to your VEJA account.
2. Go to Account.
3. Update your personal details, such as your name, phone number or default addresses.
4. Click Save to apply your changes.
How do I add or change an address?
To add a new address:
Log in to your VEJA account.
Go to Addresses.
Click Add address.
Enter your address details.
Click Save.
To edit an existing address:
Log in to your VEJA account.
Go to Addresses.
Select Edit next to the address you want to update.
Make your changes.
Click Save.
To delete an address:
Log in to your VEJA account.
Go to Addresses.
Select Delete next to the address you want to remove.
Confirm the deletion if prompted.
How do I create my product wishlist?
To add a product to your favorites:
Log in to your account.
Click on the bookmark icon.
View your list of favorites in the
Wishlist section of your account.
To remove a product from your favorites:
Log in to your account.
View your list of favorites in the Wishlist
section of your account. Click on the
bookmark icon.
How is the personal information in my account used?
We use your personal information to manage your account, process your orders and improve your shopping experience.
If you subscribe to our marketing communications, you consent to Slam Industries (Pty) Ltd, the authorised operator of the VEJA South Africa online store, processing your personal information to send you VEJA marketing communications. Your information may be shared with VEJA FAIR TRADE SARL and its authorised service providers, including those outside South Africa, where necessary for these purposes and in accordance with applicable data protection laws.
You can unsubscribe from marketing communications at any time.
How do I subscribe or unsubscribe from the newsletter?
You can subscribe to our newsletter by selecting the marketing opt-in during checkout, creating an account, or by signing up through the newsletter form on our website.
To unsubscribe, simply click the Unsubscribe link at the bottom of any marketing email. You can also contact our Customer Service team if you need assistance.
How do I delete my account?
If you would like to delete your VEJA account, please contact our Customer Service team with your request.
Before requesting account deletion, we recommend saving any information you wish to keep, such as your order history or invoices.
Once your request has been received, we will process it in accordance with applicable data protection laws.
Product Information
How do I choose the right size?
A size guide is available at the bottom of the page in the Help section, as well as on each product page to assist you in choosing your size.
To select the ideal size, we recommend measuring the length of your foot. You can then compare this measurement with those provided in our guide to ensure you make the right choice.
If you need further assistance, please contact our customer service.
How to choose the right size in sports shoes?
Running
Condor 3 Advanced: We recommend choosing one size up from your usual shoe size.
Are VEJA products vegan?
Currently, 37% of the collection is 100% vegan, and we are continuously working to increase this percentage.
C.W.L. is our eco-friendly alternative to leather. Introduced in 2019, this 54% bio-based fabric from Brazil maintains the appearance, feel, and water resistance of leather. It consists of a 100% organic cotton canvas coated with P.U., corn starch, and castor oil.
Find our vegan pairs here.
Is it possible to customize items?
Personalization of items is not available.
Feel free to contact our customer service team if you need assistance in selecting a product.
Where can I see upcoming new arrivals?
We recommend following VEJA on social media to stay informed about new arrivals, collaborations, and upcoming projects.
Do you offer gift cards?
Gift cards are available.
Buy gift card:
Choose or enter your amount. The gift card minimum amount is R200.
Enter your personal details and complete the form.
Add your gift card to the cart and complete the payment.
We will email the code to the address(es) you provide during the purchase process.
Check gift card balance:
Enter your gift card code to find out the remaining balance.
Click Search to view the balance and the expiration date.
Features:
Usable online.
Valid only in the country of purchase.
Non-refundable.
Security & General Information
Authenticity & Counterfeiting
We know that many fake VEJA sneakers are sold around the world.
We have seen fake VEJA promoted on social media, fraudulent sellers advertising, and scammers creating fake websites to steal credit card numbers.
VEJA is firmly committed to fighting counterfeiting. Our legal teams and partners monitor and take action against the unauthorized sale of counterfeit VEJA products. VEJA is firmly committed to fighting counterfeiting. Our legal teams and partners monitor and take action against the unauthorized sale of counterfeit VEJA products.
Authenticate
If the price seems too good to be true, it is likely a counterfeit.
We do not participate in commercial events like Black Friday or private sales.
We never advertise, so if you find sponsored posts or ads claiming to be VEJA, they are not affiliated with us.
If the domain name includes a country, city, or the words “sale”, “promotions”, it is likely a fraudulent website.
Report
Stay vigilant, and if you spot a suspicious website, you can report it to our Customer Service team .
To shop safely, visit our official website, our VEJA stores, and our authorized retailers.
Customer Reviews
As part of our ongoing evaluation and improvement efforts, we invite our customers to share their feedback on their online purchase experience.
By posting content, you certify that you are the author and guarantee its accuracy. You must be at least 18 years old and ensure that the content does not violate any laws or third-party rights. You agree not to submit false, illegal, defamatory content, or content containing viruses.
VEJA reserves the right to modify or delete content at its discretion.
By providing your email, you agree that VEJA may contact you for administrative purposes.
