Refund policy

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If for any reason you are not fully happy with your order, the following policy applies:

Exchanges

We offer one free size exchange per order within 30 days from the date of purchase.

To qualify for an exchange:

• Items must be unworn, unused, and in their original condition.

• Products must be returned with original packaging.

• Exchanges are subject to stock availability.

We will arrange collection and delivery for the first size exchange at no additional courier cost to the customer within South Africa.

Refunds

Refund requests must be submitted within 14 days from the date of purchase.

Approved refunds will be processed once the returned item has been received and inspected. A collection and handling fee of R125 will apply to all refunds and will be deducted from the final refund amount.

To qualify for a refund:

• Items must be unworn, unused, and in their original condition.

• Products must be returned with original packaging.

Refunds will be processed via EFT or to the original payment method used at checkout. 

Late or missing refunds

If you have not yet received your refund:

• First check your bank account again
• Then contact your bank or payment provider, as processing times may vary

If you still have not received your refund, contact us at shop@vellieboutique.co.za

 

Non-Returnable Items

The following items may not be eligible for return or exchange:

• Products showing signs of wear or use

• Items damaged after delivery

• Gift cards or promotional items

• Clearance or sale items (unless defective)

Faulty or Incorrect Items

If you receive an incorrect or defective item, please contact us within 7 days of delivery. We will arrange collection and replacement at no cost to you.

How to Request a Return or Exchange

To initiate a return or exchange, please contact us at:
returns@vellieboutique.co.za

Please include your order number and reason for the return or exchange request.

Alternatively, you may contact us at returns@vellieboutique.co.za for assistance.

Please do not return any products directly to the manufacturer.

Preparing your products for return

To ensure your return is processed as quickly as possible, please ensure the following:

• Package your products safely and securely to prevent damage during transit
• Clearly mark your return reference number on the outside of the parcel
• Include all accessories, laces, inserts, and all original components supplied with the product

**Failure to meet these requirements may delay processing or result in your return being declined**

Important product condition notice

If any repairs, alterations, or modifications are made to footwear without prior approval from Vellie Boutique, we will not be able to offer an exchange or refund.

If foreign substances (including but not limited to glues, adhesives, or resins) are found during manufacturer inspection, the customer may be held liable for any associated inspection and shipping costs.

Non-returnable items

• Gift cards
• Free gifts
• Promotional items
• Sale or clearance items