Returns & Exchanges

We want you to feel confident in your VERTĀRO purchase. If the fit isn’t quite right or you’ve changed your mind, you may request a return or size exchange within 30 days of delivery.

The conditions below apply to our voluntary returns and exchanges for sizing or change of mind. Faulty, damaged, or incorrect items are handled separately. Nothing in this policy limits your rights under applicable consumer law.

30-Day Returns

Please contact us within 30 days of receiving your order to request a return.

After receiving our return instructions, please send the item back within 7 days, unless a longer period applies under consumer law or we agree to an extension. This deadline refers to the date you hand the parcel to the carrier, not the date it reaches us. Keep your proof of shipment and tracking number.

Please contact us before sending anything back so we can provide the correct return address and help avoid delays.

Trying On Your Shoes

You are welcome to try your shoes on indoors to check the fit, as you would in a store. We recommend using a clean, soft surface.

For a sizing or change-of-mind return, shoes must:

Have been tried on indoors only, with no outdoor use.
Be free from significant wear, sole damage, dirt, stains, odors, or damage caused by misuse.
Be returned with the original shoe box and included accessories.

Minor creasing caused solely by reasonable indoor fitting will not, by itself, disqualify a return.

Please place the shoe box inside a protective shipping box or wrapping. Do not attach shipping labels or tape directly to the shoe box.

These conditions do not exclude claims relating to faulty, damaged, or incorrect items or override applicable statutory rights.

Size Exchanges

If you need a different size, contact us within 30 days of delivery with your order number and preferred size.

For eligible size exchanges:

You pay the cost of returning the original pair.
VERTĀRO covers standard shipping for the replacement pair.

Exchanges depend on stock availability. Once we receive and inspect your returned pair, we will process an eligible exchange within 3–5 business days. Delivery time is additional.

If the requested size is unavailable, we will help you choose an alternative or arrange an eligible refund. Any price difference will be explained before you agree to an alternative.

These shipping arrangements apply to ordinary sizing or change-of-mind exchanges. If we sent the wrong item or supplied a faulty product, the separate terms below apply.

How to Request a Return or Exchange

Email support@wearvertaro.com with:

Your order number.
The item you wish to return or exchange.
Whether you would prefer a refund or size exchange.
Your preferred replacement size, if applicable.

You may also tell us why you are returning the item so we can better assist you. We may request photographs where needed to assess its condition or investigate a reported problem.

We will provide the return instructions and the correct address.

Depending on your location, your return may require international shipping. Please consider this when estimating return costs. You can contact us before purchasing for information about the return arrangements applicable to your location.

Do not use the address on the original shipping label unless our customer care team specifically instructs you to do so.

Return Shipping Costs

For ordinary sizing or change-of-mind returns, you are responsible for return shipping costs.

We recommend a tracked shipping service. Please keep the shipping receipt and tracking details until your return has been resolved.

If you arrange the return shipment and the parcel is delayed or lost, contact the carrier and let us know. We will assist where possible. Responsibility for the shipment remains subject to applicable law.

Original delivery charges are generally non-refundable under our voluntary return policy, except where applicable law requires a refund, including standard delivery charges for qualifying statutory cancellations.

Faulty, Damaged, or Incorrect Items

If your shoes arrive damaged, have a suspected manufacturing defect, or do not match your order, please email support@wearvertaro.com as soon as reasonably possible after discovering the issue.

Include your order number, a description of the problem, and clear photographs where possible.

We will review the issue and provide an appropriate solution, which may include repair, replacement, or a refund, in accordance with applicable law.

If the problem is confirmed to be our responsibility, we will cover the necessary return shipping and any replacement shipping. Please contact us first so we can arrange a label or agree on reimbursement of reasonable shipping costs.

The 30-day change-of-mind window and the requirement for unworn shoes do not automatically exclude a valid defect claim. Normal wear and tear or damage caused by misuse or improper care are not, by themselves, manufacturing defects.

Refunds

We will inspect your returned item and, if it qualifies, initiate your refund within 3–5 business days of receiving it. We will email you once the refund has been issued.

Refunds are sent to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.

If we believe a return does not qualify, we will explain the reason and discuss the next steps with you.

Any shorter refund deadline required by applicable law will take precedence.

Promotional Discounts & Partial Returns

If a partial return means that the items you keep no longer qualify for a multi-item or promotional discount, the discount will be recalculated based on the items retained.

Your refund will equal the amount originally paid, less the recalculated price of the items you keep. This means the refund shown may be lower than the original listed price of the returned item.

Exclusions From Voluntary Returns

Our voluntary sizing and change-of-mind return policy does not cover:

Shoes used outdoors or showing significant wear.
Items damaged through misuse or improper care.
Requests submitted after the 30-day application window.
Items shipped after the stated return deadline, unless an extension has been agreed.
Items clearly identified as Final Sale before purchase.

These exclusions do not remove applicable statutory cancellation rights or rights relating to faulty, damaged, or incorrectly supplied goods. A Final Sale label does not override those rights.

Order Changes & Cancellations

Cancel free of charge within 1 hour of placing your order by emailing support@wearvertaro.com with your order number. We will refund the full amount paid for orders cancelled within this window.

After the first hour, contact us as soon as possible. We will try to stop or amend the order, but changes may no longer be operationally possible once processing or shipping is underway. If we cannot stop dispatch, we will explain the applicable return or cancellation steps.

This does not limit any statutory right to cancel your purchase.

Statutory Consumer Rights

Our 30-day voluntary return policy is additional to your rights under applicable consumer law.

Where UK or EU distance-selling cancellation rights apply, you generally have 14 days after delivery to notify us that you wish to cancel an eligible purchase, followed by a further 14 days to send the goods back. Our 7-day return-shipping deadline does not shorten that statutory period.

Qualifying statutory cancellations, delivery-charge refunds, and claims concerning defective goods will be handled in accordance with the applicable rules.