Refund policy

 

Returning an item is easy. You’re welcome to try your shoes on at home, and if they’re not quite right, you may return them within 28 days of delivery.
Please note that a return or exchange request must be made within 14 calendar days of receiving your order.

We recommend checking your order as soon as it arrives. If your item is defective, damaged, or not what you ordered, please contact us straight away so we can look into it and make things right.

Sale Items

Items labeled as “Final Sale” on their product page are eligible for exchange only.

Pre-Orders

Items purchased on pre-order are eligible for both returns and exchanges, provided they meet the return conditions outlined below.

Pre-order items are shipped on their estimated dispatch date, as stated on the product page at the time of purchase.

  • Pre-Order Exchanges: 

    You can request an exchange within 14 days of receiving your order. We’ll always do our best to accommodate your request, subject to stock availability.

    If your preferred size or style is unavailable, you’re welcome to return your order in line with our Returns Policy, or we can reserve you a pair in a future production run (if one goes ahead).

    While we’re happy to share estimated timelines for future production, these can occasionally change. If there are any delays or if a production run does not proceed, we will of course keep you updated.

Cancelling Your Order

We recommend reviewing all product details, sizing guidance, and shipping information carefully before placing your order.

We completely understand that plans can change. If you’d like to cancel your order, please contact us as soon as possible after placing it.

As a small independent brand, payment processing fees are non-refundable to us. For this reason, cancelled orders will be refunded minus the original payment processing costs.

Once an order has been prepared for shipment, we may no longer be able to cancel it. In this case, you’re very welcome to return your order once delivered in line with our returns policy.

Exchanges

We offer one free exchange worldwide per order. 

If you need an additional exchange, the following shipping fees apply per shipment:

  • European Union: €10

  • Non-EU European Countries: €15

  • United Kingdom: £15

  • USA & Canada: $30 USD

  • Other International Exchanges: $45 USD

Exchanges are dispatched once your return has been received and approved, and are subject to stock availability.

Returns & Refunds

For returns, a small return shipping fee applies and will be deducted from your refund:

  • European Union: €10 per item

  • Non-EU European countries: €15 per item

  • United Kingdom: £15 per item

  • USA & Canada: $30 USD per item

  • Other international destinations: $45 USD per item

Refunds are issued to the original payment method used for the purchase.

Customs, Taxes & Duties

For orders shipped outside the EU (including the UK, USA, Canada, and other international destinations), customers are responsible for any import taxes, VAT, and customs fees charged by local authorities.

If a parcel is returned to us due to unpaid customs charges, we’ll need to cancel the order. In this case, the refund will be issued minus:

  • Return shipping fees (as listed above)

  • Original outbound shipping costs

  • Any courier handling fees

  • Any taxes or duties charged to us on the return

While we offer free outbound shipping, unpaid import charges are outside our control and unfortunately result in significant return costs.

If you have paid customs fees upon delivery and wish to request a refund, this must be done directly with your local customs authority.

Conditions for Returns

To be eligible for return or exchange, items must:

  • Be unused, unworn, unaltered, and unwashed. This includes being free from any signs of wear, damage, or strong odours (such as smoke, perfume, or other scents).

  • Be returned with all original packaging, including the shoe box, dust bag, and original shipping box

    • If the original shipping box is unavailable, please use a well-fitting protective outer box

    • Returns sent without protective outer packaging cannot be accepted, as this may damage the shoe box

    • If a return is sent in a box significantly larger than the original, any additional volumetric shipping costs will be deducted from the refund

  • Have only been tried on indoors, on carpeted surfaces, with no marks or scuffs to the sole

  • Have all protective films left intact

  • Be returned from the same country the order was delivered to

  • Be handed to the courier within 5 business days of receiving the return label. Return labels are time-sensitive and may expire after this period. Returns sent outside this timeframe may not be accepted.

Please ensure you obtain a valid drop-off receipt showing that the parcel has been scanned into the courier system. If a parcel is dropped off but not scanned and is subsequently lost, we’re unable to take responsibility for the loss.

Returns that do not meet these conditions will be sent back to you.

Faulty Items

We take great care in inspecting all items before shipment and kindly ask that you inspect your order carefully upon delivery.

If you believe your item has arrived with a manufacturing fault, please contact us within 3 days of delivery and before the item has been worn outdoors. Please include your order number, a description of the issue, and clear photographs in your message so we can assist you as quickly as possible.

Please note that natural wear and tear, accidental damage, improper storage, water damage, misuse, or issues resulting from excessive wear are not considered manufacturing faults.

Returned items must be in their original, unworn condition and suitable for resale. Shoes should only be tried on indoors on clean, soft surfaces to assess fit. Items showing signs of outdoor wear, creasing, scuffing, sole markings, moisture exposure, or improper care may not be eligible for a refund, exchange, repair, or replacement.

We reserve the right to refuse returns or claims that do not meet our policy conditions.

Gift Cards

Gift cards are valid for 12 months from the date of purchase and are non-refundable.
If you return an item purchased with a gift card, the refund will be issued as store credit.

How to Return or Exchange

To return or exchange an item, email us at contact@vandrelaar.com within 14 calendar days of delivery. All refunds will be credited to the original form of payment used for the purchase.

Please allow up to 10 working days for your bank or payment provider to process the refund.