Refund Policy
VeroStride wants every footwear purchase to feel clear, practical, and supported. If your order is not right for you, we provide free returns and exchanges within 30 days of delivery, subject to the conditions below. This policy explains how returns, exchanges, refunds, damaged items, incorrect items, cancellations, missing-package concerns, and order concerns are handled so customers can shop with confidence before and after checkout.
Our goal is to keep the return experience structured and easy to understand. Please contact our support team before sending any item back so we can confirm eligibility, provide the correct return instructions, and make sure your refund or exchange is reviewed properly.
Free returns and exchanges are available within 30 days after your order is delivered.
Our support team is available at any time for return, exchange, or order questions.
Eligible returns and exchanges are supported without return shipping charges.
How To Request A Return
To begin a return or exchange, contact VeroStride support within 30 days of delivery. Please include your order number, the item you would like to return or exchange, and the reason for the request. Our team will review your request and provide the next steps for sending the item back.
Please do not send items back without contacting us first. This helps us confirm eligibility, provide the correct return instructions, and make sure your return or exchange is handled efficiently. Returned items should be packaged securely to avoid damage during transit.
If you are requesting an exchange, please tell us the replacement size, color, or style you prefer. Exchanges depend on availability at the time your request is reviewed. If the replacement item is unavailable, we may help arrange a refund or recommend another available option.
Contact Support
Email us or use the contact page with your order number, product name, and the reason for your return or exchange request.
Receive Instructions
Our support team will confirm eligibility and provide return instructions. Eligible returns and exchanges are free within the 30-day window.
Package The Footwear
Place the item back in its original packaging where possible. Please include tags, inserts, accessories, and any protective materials that came with the order.
Return Review
Once your return is received, we review the item condition, packaging, and request details before approving a refund or exchange.
Refund Or Exchange
Approved refunds are returned to the original payment method. Approved exchanges are processed based on available inventory.
Policy Details
These details explain eligibility, refund timing, exchanges, damaged items, and special order concerns in a clear, customer-friendly structure.
Return Conditions
Items should be unused, clean, and returned in their original condition. Please include the original packaging, tags, accessories, inserts, dust bags, and protective materials where possible. Footwear that shows outdoor wear, stains, odor, heavy creasing, missing parts, or damage caused after delivery may not qualify for a full refund.
- Request within 30 days of delivery
- Item should be clean and unused
- Original packaging is recommended
Refund Timing
Approved refunds are issued to the original payment method after the returned item is received and reviewed. Processing times may vary depending on your payment provider or bank. We will notify you once your refund has been processed from our side.
- Refunds return to the original payment method
- Bank processing times may vary
- Support is available for refund questions
Size Or Style Help
If you would like a different size, color, or style, contact us within the 30-day window. Exchanges are subject to product availability. If the replacement item is unavailable, our team may help arrange a refund or suggest another suitable option.
- Free exchanges within 30 days
- Availability may vary by product
- Support can help review options
What May Affect Approval
These points help protect the return process and keep expectations clear before a customer sends footwear back.
Visible Wear
Footwear that has been worn outdoors, scuffed, stained, marked, or returned with heavy sole wear may not qualify for a full refund.
Missing Packaging
Original packaging, tags, inserts, and accessories help us complete the review. Missing items may affect approval or refund amount.
Late Requests
Return or exchange requests should be made within 30 days of delivery. Requests outside this window may not be eligible.
Unauthorized Returns
Items sent back without contacting support first may be delayed or difficult to identify. Please contact us before shipping anything back.
Damaged, Defective, Or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible. Include your order number, a short description of the issue, and clear photos of the item and packaging. This helps our team review the situation and provide the most appropriate resolution.
For footwear concerns, photos should clearly show the full item, the specific issue, the soles, the packaging, and the shipping label if relevant. This allows our team to understand whether the concern is related to transit damage, product condition, size/style mismatch, or fulfillment error.
Report The Issue Promptly
Please contact us soon after delivery so we can review the issue while the order details are still current and easy to verify.
Include Clear Photos
Photos of the item, packaging, label, and visible defect or damage may be requested to support a faster review.
Resolution Support
Depending on the situation, we may provide a replacement, exchange, return instructions, or refund after review.
Keep The Packaging
Please keep the product packaging until the issue is resolved, especially if the item arrived damaged or incorrect.
Refund Review Standards
These standards explain how our team reviews a return after it arrives and how we decide the next step.
Product Condition Matters
Returned footwear is reviewed for cleanliness, sole wear, upper material condition, packaging completeness, odor, stains, and signs of outdoor use. This review helps us determine whether the item qualifies for a full refund, exchange, partial resolution, or further support review.
Order Details Help
Your order number, purchase email, product name, and reason for return help us confirm the correct transaction and avoid delays. If the return involves damage, defect, or incorrect fulfillment, photos may be required before return approval.
Bank Processing Varies
Once a refund is approved and processed by VeroStride, the timing for funds to appear depends on your payment provider or bank. Some institutions may post refunds quickly, while others may require additional business days.
Availability Can Change
Exchange requests are handled based on available stock when your request is reviewed. If your preferred replacement is unavailable, our support team may offer a refund or help you choose another appropriate footwear option.
Additional Refund Notes
These notes cover common situations customers may ask about before submitting a request.
Can I Cancel My Order?
If you need to cancel an order, contact us as soon as possible. If the order has already entered processing or shipment, cancellation may not be available, but you may still request a return after delivery.
When Does The 30-Day Window Begin?
The 30-day return and exchange window begins when your order is delivered. Delivery time is generally 3–5 business days after order processing.
Do I Need My Order Number?
Yes. Your order number helps us locate the purchase, confirm delivery timing, and review the correct item before providing return instructions.
What If My Size Is Unavailable?
If the replacement size or style is unavailable, our team may help arrange a refund or suggest another suitable product from the store.
Are Promotional Items Eligible?
Selected promotional items may still be eligible for return or exchange within the 30-day window if they meet the required return conditions.
How Are Refunds Issued?
Approved refunds are issued to the original payment method used at checkout. Your bank or payment provider may require additional time to post the funds.
What If My Package Is Delayed?
If your package appears delayed beyond the expected delivery window, contact support with your order number so we can review tracking details and help with next steps.
Can I Return Worn Shoes?
Items should be unused and clean. Shoes with visible outdoor wear, heavy sole marks, stains, odor, or damage caused after delivery may not qualify for a full refund.
Need Refund Support?
For refund, return, exchange, or order support, please contact VeroStride with your order number and a brief explanation of your request. Our customer support is available 24/7 to help guide the next steps.
To help us respond faster, please include the order number, product name, preferred resolution, and any photos if the item is damaged, defective, or incorrect.
Contact VeroStride