Return & Exchange

RETURN POLICY

1. Eligible Products

VAIA offers online returns and exchanges for eligible products purchased through www.vaia.co.id and VAIA Marketplace. Only products purchased at the regular price are eligible for returns or exchanges. Sale items and discounted products are not eligible.

2. Return & Exchange Conditions

Shoes

·    Exchanges are accepted for manufacturing defects or sizing issues, provided the requested size is too big or too small.

·    Exchanges due to sizing issues are limited to a size change of the same model and colour. Exchanges for a different model or colour are not permitted.

VAIA Atelier

·    Returns and exchanges are available for regular-priced Atelier products only.

·    If a customer wishes to exchange an item due to a sizing issue, the exchange will be subject to product availability.

·    If the requested size is unavailable, the customer may exchange the item for another available product.

·    If the replacement product is priced higher than the original item, the customer must pay the price difference.

·    If the replacement product is priced lower than the original item, the remaining balance will not be refunded or credited.

3. Return Period

All return and exchange requests must be submitted within 14 days of receiving the order.

4. Product Condition

Products must be returned in their original condition, unused and unworn, complete with the original packaging box and all accompanying accessories, where applicable.

5. Used Products

Products that have been used or worn are not eligible for returns or exchanges. For shoes, any signs of wear on the soles will be considered evidence of use.

6. Return & Exchange Processing

Once VAIA has received and inspected the returned product, processing will take approximately 2–3 business days, subject to product availability.

If the requested replacement product is unavailable, customers may opt for a pre-order, with an estimated production time of 30 days.

7. Return & Exchange Request Form

All return and exchange requests must be submitted through our Return & Exchange Form: Right Here

8. Shipping Costs

Original shipping fees are non-refundable, except in cases involving incorrect orders or manufacturing defects.

9. Refund Policy

VAIA does not provide cash refunds. Approved returns will be refunded in the form of store credit, which can be used toward a future purchase of equal or higher value.

For VAIA Atelier exchanges involving a lower-priced replacement product, the remaining balance will not be refunded or credited.

10. International Orders

Any applicable import duties, taxes, and customs charges incurred for international orders are the customer's responsibility.

11. Final Assessment

VAIA reserves the right to refuse any return or exchange request if the product or request does not meet the applicable terms and conditions stated above.

 

  

 

By sending an item back to VAIA, customers acknowledge and agree to all the terms and conditions stated above. For further assistance, please contact VAIA Customer Service.