Returns & exchanges

The short version

• 30 days from the day your order is delivered.
• Unworn condition, in the original box, with nothing removed.
• Something wrong with the pair? You get everything back. Faulty, damaged or not what you ordered: the full price, the delivery and the courier are all on us.
• Changed your mind, or the fit is not right and you would rather not swap? We refund 90% of the purchase price, with the remaining 10% covering the bank charges on the payment and the refund, and the courier on your account.
• Swapping sizes keeps your money in your pocket. Nothing is deducted on an exchange: you cover the courier, we send the new pair.
• Refunds go back to the original payment method within five to ten working days of us receiving the pair.

How to start a return

Email hello@sa-vellies.co.za with your order number and whether you want an exchange or a refund. We reply with a collection slot and the courier collects from your address, so you never have to find a drop-off point. The courier is paid by you unless the pair is faulty, damaged or not what you ordered, in which case we arrange and pay for the whole trip.

What counts as unworn

Try them on indoors, on a carpet, for as long as you like. What we cannot take back is a pair that has been worn outside: scuffed soles, grass, dust or a moulded footbed mean the leather has already taken your shape and we cannot sell them as new. If you are unsure whether a pair qualifies, send us a photo before you post it.

Faulty pairs

If stitching fails, a sole separates or the leather splits in normal wear, that is a fault and the 30-day window does not apply. Email us a photo and we will repair the pair, replace it, or refund you in full, your choice, with nothing deducted and the delivery covered. This is separate from ordinary wear: scuffs, creasing, darkening and patina are what full-grain leather is supposed to do, and a sole worn through after years of use is ordinary wear, not a fault.

What you get back

If the fault is ours, you get everything back. Faulty stitching, damage in transit, the wrong style or the wrong size in the box: we refund the full purchase price and the delivery, or send a replacement, whichever you prefer, and we pay the courier in both directions. You are never out of pocket for our mistake.

If the pair is exactly what you ordered and you decide to send it back, we refund 90% of the purchase price. That covers the pair not suiting you, the fit not being right when you would rather not swap for another size, or simply changing your mind. The 10% we keep is what the banks charge us on the original payment and again on the refund: money that leaves our account and does not come back. We would rather be straight with you about that small amount than quietly build it into the price of every pair.

The courier on a change-of-mind return is on your account. We send every order out free of charge, so the trip back to us, and out to you again on an exchange, is the part we ask you to carry.

Swapping for another size is the way to keep every rand. On an exchange nothing is deducted: you pay the courier and the right pair comes back to you at the full value of what you paid. Even better, tell us your usual size before you order and we will tell you honestly how ours runs. Most returns start as a sizing question we could have answered in a minute. Check the size guide or ask us, it costs nothing and it is the surest way to end up with a pair you keep.

When you get your money back

Once the pair reaches us we inspect it the same day and process the refund. Card refunds take five to ten working days to reflect, depending on your bank.

Questions

Sizing questions are usually easier to solve before a return. See how our sizing runs, read about delivery, or talk to us.