Refund policy
Returns
We offer a 30-day free returns, exchange and refunds policy from the date of delivery on all items for both UK and international delivery. Unfortunately, we can't offer a refund or exchange once the 30-day period is over, nor if the items are worn.
To be eligible for a return or exchange, your item must be unworn and in the same condition in which it arrived. We recommend trying things on soft surfaces where possible, and to avoid mud, dirt or other matters that could stain. The item must also be returned in its original packaging.
So that we can complete your return or exchange, please login to your your customer account here. If you have any questions about our returns policy or about making a return, please email us at care@vanvelzeandsmith.com. Please note that a proof of purchase will be required.
Refunds
Upon receiving and inspecting your returned item, an email confirmation will be sent to you letting you know that we have it. Once we're happy that the item is in a sellable condition, we'll process your refund or exchange within 1 - 2 working days and the money will be returned to you within 48 hours.
Late or Missing Refunds
If you haven’t received your refund yet, please first recheck your bank account before contacting your credit card company, as it may take some time before your refund is officially posted. If the funds are still not visible, contact your bank in case of any extended processing time.
If you’ve done all of this and you still have not received your refund, please contact us by emailing care@vanvelzeandsmith.com.
Sale items
Only regular priced items may be refunded, unfortunately we cannot refund or exchange sale items.
Exchanges
It's important to us that you get your perfect pair of boots. Therefore we offer a free exchange should you need to change size, or simply prefer a different colour. In the unfortunate case that an item arrives defective or damaged, we will of course exchange it with another pair of the same style.
Please get in contact at care@vanvelzeandsmith.com and we will process your exchange with 1 - 2 working days.
Shipping
We want you to love your boots as much as we do, so we're happy to provide free shipping for all returns. Just get in contact at care@vanvelzeandsmith.com and we will have your free shipping label sent over to you. Depending on where you live, it may take time for your return to reach us, but we will notify you as soon as we receive it.
If you don't wish to wait and want to send it back yourself, please mail it to us at: Van Velze & Smith, Unit A3 Finepoint Way, Ratio Park, Kidderminster, DY11 7FF.
You should always consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us
For more information about our Refund Policy please contact us by email at hello@vanvelzeandsmith.com or by mail using the details provided below:
Van Velze & Smith, Fengate, Peterborough PE1 5XB United Kingdom.