Customer Service Policy

VEJA Customer Service Policy

At VEJA, we believe exceptional customer service is as integral to our mission as sustainable fashion. Our team is dedicated to providing transparent, responsive, and supportive assistance to every customer, ensuring your experience with our brand—from browsing to post-purchase—is seamless and satisfying. This policy outlines our service commitments, support scope, and standards for all interactions with www.veja-storeshop.com users.

1. Service Mission & Values

Our customer service is guided by three core principles:
  • Transparency: We provide clear, accurate information about our products, policies, and processes to help you make informed decisions.
  • Empathy: We listen to your needs, address concerns with understanding, and strive to find solutions that align with your expectations.
  • Accountability: We take responsibility for our actions, follow through on commitments, and continuously improve our service based on your feedback.

2. Scope of Customer Service

We offer comprehensive support for all aspects of your VEJA experience, including but not limited to:
  • Pre-Purchase Inquiries: Product details (materials, sizes, colors, sustainability practices), availability, pricing, and website navigation.
  • Order Support: Order placement, payment issues, order status tracking, modifications, and cancellations (in line with our Terms of Purchase).
  • Shipping & Delivery: Questions about processing times, delivery status, tracking, customs duties, and delivery issues (as outlined in our Shipping Policy).
  • Returns & Refunds: Guidance on return eligibility, return processes, refund status, and resolution of return-related disputes (per our Refund Policy).
  • Account Assistance: Account registration, login issues, password resets, updating personal information, and managing order history.
  • Feedback & Complaints: Handling product feedback, service suggestions, and complaints with fairness and urgency, using your input to improve our offerings.
  • General Inquiries: Information about our brand, sustainability initiatives, partnership requests, and other non-transactional questions.

3. Service Channels & Availability

We provide support through the following trusted channels, designed to accommodate your preferences:
  • Primary Channel: Email: service@veja-storeshop.com (our most reliable channel for detailed assistance, available 24/7 for inquiries).
  • Self-Service Resources: Our website (www.veja-storeshop.com) features comprehensive policies, FAQs, order tracking tools, and product information to help you resolve common questions independently.
While we do not currently offer phone or live chat support, our email team prioritizes timely and thorough responses to ensure your needs are met efficiently.

4. Response & Resolution Timelines

We are committed to addressing your inquiries promptly, with clear timelines for follow-up and resolution:
  • Initial Response: We aim to acknowledge all email inquiries within 1–2 business days (excluding weekends and major public holidays). For urgent matters (e.g., pending order issues, defective products), please mark your email subject line with "URGENT" for expedited handling.
  • Issue Resolution:
    • Simple inquiries (e.g., product availability, tracking updates): Resolved within 1–3 business days.
    • Complex issues (e.g., refund disputes, delivery problems, defective products): Resolved within 5–7 business days, with regular updates if the process requires additional time (e.g., carrier investigations for lost packages).
    • Refund Processing: Once approved, refunds are issued within 5–10 business days (per our Refund Policy).

5. Service Standards & Expectations

To ensure consistent, high-quality support, our customer service team adheres to the following standards:
  • Professionalism: All interactions are conducted with courtesy, respect, and clarity, avoiding jargon and ensuring you fully understand our responses.
  • Accuracy: We verify information before sharing it with you, including order details, policy terms, and product specifications, to prevent misunderstandings.
  • Follow-Through: We assign a dedicated point of contact for complex issues and provide updates until your concern is fully resolved.
  • Confidentiality: Your personal information, order details, and communication with our team are protected in line with our Privacy Policy—we never share your data with third parties without your consent.

6. Handling Complaints & Feedback

We value your feedback as a tool for growth, and we handle complaints with care:
  • Complaint Process: When you submit a complaint, we:
    1. Acknowledge receipt within 1–2 business days.
    1. Investigate the issue thoroughly, gathering necessary details from our teams (shipping, returns, product) or partners (carriers, payment processors).
    1. Propose a fair resolution (e.g., refund, replacement, discount) based on our policies and the nature of the complaint.
    1. Follow up to ensure you are satisfied with the outcome.
  • Feedback Submission: You can share feedback (positive or constructive) via email at service@veja-storeshop.com or through any communication with our team. All feedback is reviewed by our management team to identify areas for improvement.

7. Accessibility

We strive to make our customer service accessible to all users. If you require assistance in a specific format or have accessibility needs, please notify us in your inquiry, and we will accommodate you to the best of our ability.

8. Contact Us for Support

For any questions, concerns, or feedback, please reach out to our customer service team:
At VEJA, your satisfaction is our priority. We are dedicated to providing the support you need to enjoy your sustainable sneakers and feel confident in your choice to support ethical fashion. Thank you for trusting us—we’re here for you every step of the way.