FAQ

1. What are the payment methods? 

Our payment methods support credit card payments, mainly Visa, Mastercard, American Express, JCB and so on.

2. Is online payment secure? 

FRVEJA pays special attention to the security of online payments. Your banking information is transmitted to our server in an encrypted manner using the SSL (Secure Socket Layer) protocol and transferred to our bank in a completely secure environment via Adyen. This information is not stored under any circumstances.

Transactions are fully secured through the online payment system of our banking partner. Your bank details only circulate on the Internet in encrypted form, meaning they are encoded to make them completely unreadable. Additionally, they are only processed by Adyen and are never in VEJA's possession. In fact, when you enter your card number to make purchases on VEJA, you are actually transmitting them to Adyen.

From a technical standpoint, the security system relies on 128-bit SSL (Secure Socket Layer) encryption.

3. What are the processing times for my order? 

Once your payment is confirmed, we process and hand over your order to the carrier within an average of 24 to 48 hours (excluding Saturdays, Sundays, and public holidays). Once your order is handed over to the carrier, you need to add the delivery time. This time depends on the chosen shipping method and your delivery address. You can track the progress of your package at any time using the tracking number provided after your order has been shipped.

4. What is the warranty for products? 

The warranty for VEJA products purchased on FRVEJA is valid for 2 years from the date of purchase and covers manufacturing defects for the original owner. Issues related to premature wear are covered for the first 6 months after purchase.

Eligible products under our warranty will either be repaired or replaced.

Our After-Sales Service will offer the best solution for your sneakers. Your request will be handled by our specialized team, and your pair will be examined to determine its eligibility for our warranty. Contact our customer service team and provide all relevant information about your pair.

5. What should I do if I encounter a problem with a product? 

If your VEJAs are damaged or have a manufacturing defect, contact our customer service team. Please provide us with details about your product as well as the type of issue you are experiencing.

6. Is normal wear and tear covered by the warranty? 

The VEJA warranty does not cover normal wear and tear, or issues due to misuse (care instructions not followed; accidental damage or wear and tear; any impact suffered by the item; negligent or abnormal use, etc.).

7. How should I care for and clean my VEJA shoes? 

Please note that VEJA sneakers should not be machine washed! This may damage the quality of the materials. VEJA disclaims any responsibility for damage caused by machine washing.

We recommend cleaning your shoes by following these steps:

Laces

1. Cleaning: Wipe the laces with a damp cloth or mild soapy water if dirty. For white laces, soak them in clear water with baking soda or white vinegar. If necessary, you can machine wash the laces (only the laces!) at a low temperature.

2. Drying: Let them air dry, away from heat sources (sun or radiator).

Leather

1. Preparation of laces: Follow the steps from the Laces section.

2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust.

3. Cleaning: Use Marseille soap, lukewarm water, and a brush (toothbrush or hard-bristled brush).

4. Stain treatment: Apply the Sneaker Cleanser Veja X Act Of Caring to the entire shoe and leave it for 20 minutes.

5. Rinsing & wiping: Wipe with a microfiber cloth, using clear water.

6. Drying: Let them air dry, away from heat sources (sun or radiator).

7. Leather care: Apply the protective balm Protecting Leather Balm Veja X Act Of Caring.

8. Polishing: Rub with a microfiber cloth to shine the leather.

9. Waterproofing: Protect your VEJA after cleaning.

Suede

1. Preparation of laces: Follow the steps from the Laces section.

2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust.

3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir OMNIDAIM®).

4. Rinsing & wiping: Wipe with a microfiber cloth, using clear water. To recolor the suede, use Famaco Suede & Nubuck Renovator (or Saphir Renovétine).

5. Drying: Let them air dry, away from heat sources (sun or radiator).

6. Suede care: After drying, brush the suede with a hard-bristled brush to restore its velvety appearance.

7. Waterproofing: Protect your VEJA after cleaning.

Mesh / Technical Materials

1. Preparation of laces: Follow the steps from the Laces section.

2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).

3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).

4. Rinsing: In a bowl of lukewarm clear water, dip a brush (like a nail brush) and scrub vigorously from top to bottom and heel to toe to remove dirt and product, or follow the mesh grain to avoid damaging it.

5. Wiping: Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).

6. Drying: Let them air dry, away from heat sources (sun or radiator).

7. Waterproofing: Protect your VEJA after cleaning.

Canvas

1. Preparation of laces: Follow the steps from the Laces section.

2. De-dusting: Brush the pair with a hard-bristled brush to remove excess dust (or Saphir Textile Cleaner®).

3. Cleaning: Apply Famaco Sneaker Shampoo to the entire shoe and leave it for 20 minutes (or Saphir Textile Cleaner).

4. Rinsing: In a bowl of lukewarm clear water, dip a brush and scrub vigorously from top to bottom and heel to toe to remove dirt and product.

5. Wiping: Wipe with a microfiber cloth, using clear water. To refresh the color, use Famaco foaming cleaner (or Saphir Combi).

6. Drying: Let them air dry, away from heat sources (sun or radiator).

7. Waterproofing: Protect your VEJA after cleaning.

If you have maintenance questions, you can contact our Customer Service team.