FAQs

When your order ships, you will receive an email from us to detail that your order is on the way, which will contain a link to track the order with the courier.

Clicking on that link will give you the most up-to-date information about where your order is.

You can also login to your Veynd account to track all of your orders.

If your order hasn’t arrived on the date given by your courier, please check your tracking information to see if it has been held up by the courier. Common issues include custom fees or incorrect addresses.

If your tracking hasn’t updated for 5 working days, please contact us to investigate with the courier.

If you’re lucky enough to have your order sent to Puerto Rico, Hawaii, US Virgin Islands or Guam, then please allow an additional 14+ days for your tracking to update before contacting us to investigate your order.

Note that orders that ship outside of the United States are typically delivered within 8 -14 business days once the order has been fulfilled. Once your order has been fulfilled, the estimated delivery date will be shown on your tracking page.

If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.

If your order includes an item that’s faulty, or not in the condition you would expect to receive a brand new product, we’re truly sorry.

Please contact our team at support@veynd.com and we will endeavour to rectify this as quickly as we can.

When you contact us, please include your order number and a photograph that clearly shows the fault alongside a full photograph of the item.

We will work with you to ensure you receive a full refund or will send you a new item, where stocks allow, as soon as we can.

Note that faulty items need to be declared within five working days of taking delivery of the order, otherwise we cannot accept liability for the fault.

Tough. Gonna have to return it. It is free for certain locations though.

As soon as you’ve placed your order on Veynd.com and gone through checkout, we won’t be able to make any changes to that order.

See how to return an item here.

You may have some success by contacting the courier directly and seeing whether they can update the delivery address.

If your order cannot be delivered, the courier will return it to us and we’ll automatically process your refund.

Please note that if the wrong address was entered at checkout, we can not be held accountable if that order then goes missing, meaning we're not liable to refund or replace this order.

No. Gonna have to return it.

It’s free for certain locations though. See how here.

If your e-gift card isn’t working, please follow the details below, however please note that if the value of your order is greater than the balance of the gift card, we will require you to make up the difference with a separate payment.

Do you have enough balance?

If you’re not sure whether you have enough balance left on your gift card, please follow these steps:

Check the email that you received with the gift card included

Click on the link to the gift card

On the webpage with the gift card’s details, please check the outstanding balance on the gift card

If you have enough balance and your gift card still isn’t working, please contact us to investigate for you support@veynd.com

Please visit our e-Gift Cards FAQ page to get answers to your questions.

If you want to order a product from Veynd as a gift, you can select their address to deliver to.

Note that you should order from the store that you wish your order delivered to. Currently you can only order from www.veynd.com.

Our orders are delivered in a Veynd branded envelope or box.

If you wish to order a gift card, please see our FAQ on e-Gift cards.

Sales Tax is added on automatically in the checkout. This will be the tax % related to your country, or if you’re in the United States, the State where we’re sending the product to.

We collect the Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.

Occasionally, we will release details of items before they’re available to buy.

Some of these products will be available to pre-order and these will be marked as pre-order, with an estimated launch date.

When placing a pre-order, we will only take the money from your chosen payment method when the product launches, and not before.

We enable you to register your email address or mobile phone number to receive an alert when these items fully launch.

As a thank you for supporting our first collection, the team here at Veynd are gifting an exclusive Veynd bag with all orders.

Receive your complimentary bag while stocks last.

Only ONE bag will be gifted per order.

In Your Veynd_ In Your Bag_

Yes! But you must initiate your return within 30 days from the date of delivery.

To be eligible for a return, the item(s) must be unused, unworn, and in the same condition as when you received them.

The item(s) must have the original swing tags attached and be in the original packaging. If these are damaged, it will not be eligible for a return and you will not get a refund.

If you're returning your entire order, you must also include any free gifts inside your order.

As an example, a complimentary bag given free with your order must be returned if you're returning every product that you purchased.

If you're not returning everything, you may keep the bag.

If the swing tag has been removed from the product, or is damaged, it won’t be accepted as a return and a refund will not be processed.

We do not accept returns for items that have been personalized, customized, or altered specifically for you.

Underwear, socks, swimwear, bottles, and final sale items are non-returnable for hygiene and clearance reasons respectively.

You must initiate the return within 30 days of delivery, otherwise it is not eligible to be returned.

RETURNS FOR USA ORDERS:

To initiate a return, please visit our returns portal here.

Provide your order number, zip code, the item(s) you wish to return, and the reason for the return.

RETURNS FOR INTERNATIONAL ORDERS:

For orders placed ON or BEFORE the 18th of April please start your return here.

Provide your order number, your zip code, the item(s) you wish to return, and the reason for the return.

For order placed on or AFTER the 19th April please start your return here.

Provide your order number, your email and the item(s) you wish to return, and the reason for the return.

FREE RETURNS: USA, CANADA & EUROPE.

NO FREE RETURNS: REST OF WORLD
You will be responsible for the payment and shipping of the return. Veynd are not responsible for the loss of packages. Please retain proof of postage.

Please contact returns@veynd.com if you have any further questions

United States of America (USA), Canada & Europe
Yes.

Rest of the World
No.

Refunds will be actioned as soon as possible from the date we receive your order back to our warehouse and have inspected the returned item(s).

Once we receive your return, it will take 5-8 business days to process and check the condition of the items returned. Your funds will then be credited back to you. Please keep in mind it can take up to 3-10 business days for the funds to appear on your statement depending on your bank.

Refunds will be issued to the original payment method used for the purchase.

We do not offer direct exchanges. If you wish to exchange an item, you will need to initiate a return as outlined above and place a new order for the desired item.

If you receive a damaged or defective item, please contact our customer support team immediately.

We will require you to provide photographs or other evidence of the damage or defect.

We will assist you in resolving the issue by either providing a replacement or issuing a refund

We ask you to notify us of the damaged or defective item within seven (7) calendar days of receiving your order. Beyond this timeframe, your item won’t be eligible for a return or replacement

Custom taxes are calculated at checkout and paid upfront.
You will not be charged any extra fees upon arrival of your package.

Shipping rates for international orders will be calculated at checkout.

Who handles your international shipping?

We ship all our international orders with Global-e, our trusted third-party international shipping partner.

Do I have to pay duties and taxes?

To create a better delivery experience for you, we cover all customs duties and taxes for international orders, meaning they are Delivered Duty Paid (DDP). By shipping DDP, it means your package is not stopped and held by customs.

Do you ship orders to the UK & EU?

Yes, we ship to the UK & EU.

How can I track my package?

Once your order has been fulfilled, you will receive an email from us with your tracking information. If your tracking information is missing, please contact our customer support team and they will provide it.

When will I receive my order?

We want you to receive your order as fast as possible! International orders are typically delivered within 8 -14 business days once the order has been fulfilled. Once your order has been fulfilled, the estimated delivery date will be shown on your tracking page.

My package seems to have stopped moving.

If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.

If your order contained more than one item, it may be shipped in two separate packages. These are called 'split shipments'.

You can find out whether your order was sent as a split shipment by logging in to your customer account and viewing the status of your order.

If you're confident that the order has a missing item, please get in contact with us with your order number and we'll look into this for you.

If you have opened up an account on Veynd.com and can’t access it, don’t worry, we’ll help you get back in.

Did you set up a Veynd account?

It may sound like a daft question, but are you sure you have a Veynd account? We don’t require our customers to open up an account when they make a purchase, so you may have placed an order as a guest.

If you create an account with the same email address used to place an order, we will automatically link all orders to your account.

You can contact us to find out if you have an account, or if you go through the forgotten password process, the site will tell you whether there’s an account associated with your email address.

I do have a Veynd account!

If you did set up an account and still can’t access it, we recommend you check to ensure you’re using the same email address you used to sign up.

If you’re using the same email address on the account, we recommend that you go through the forgotten password process and reset your password.

Still no success?

If you’ve followed the above steps and still can’t access your account, please contact our team and we’ll investigate further for you.

If you want to delete your Veynd account, please contact us and we will begin the process of verifying your identity. We need to do this to ensure that we are speaking to the account holder and protect your personal information.

It can take up to 30 days to process your request.

Please note that when we delete your account, it means that:

You will no longer be able to login to your account on the Veynd Website

If you've shopped with us previously, all of your order history will be deleted

If you want to proceed with this, please email datarequest@veynd.com

We send occasional emails related to launches and new drops, events and exclusives. We will never share or sell your personal details with anyone.

You can unsubscribe at any time, simple click the link at the bottom of your email and submit your details.

You are chosen.

You can only purchase Veynd products from Veynd.com

Veynd only sells its products through its own website: Veynd.com.

We do not offer our products for sale through any other channel, including other websites and retail stores, or individuals.

Questions

If you have any questions about fake Veynd products or the authenticity of Veynd products sold online or in store, please contact our team.

Some of our products will restock, while others are limited edition items and once they’ve sold out, they won’t be re-ordered.

How do I know what products will restock?

If a product is out of stock and is going be restocked, there will be an option on the product page for you to sign up to be notified by email, when that item comes back in stock.

If a product isn’t being restocked, it will be labeled as being Limited Edition.

When will you restock products?

We aim to restock products quickly, should they sell out on the website. However the time it takes for products to come back in stock depends on a number of factors, which makes it difficult for us to make accurate predictions.

At Veynd, we’re not fast-fashion and we’re focused on continuing the positive environmental change within the fashion industry.

How?

We don’t overbuy so our manufacturers don’t overproduce.

We create quality, responsibly sourced clothing - so whilst we’re not able to save the planet, we try not to harm it any further, and actively do our bit better.

We use recycled materials where possible and make sure our garments are built to last - we believe in products with a purpose, not throw-away fashion.

Each day we strive to do better than the last.

It’s in our Veynd.