FAQ

Once delivered to our warehouse, we do our best to process returned items within 5 business days. During sale and holiday periods, this time frame may increase. Please note that this does not include transit time to our warehouse.

We have a €10 restocking fee when you are returning the shoes and are not making an exchange. If you choose to have the refund as a store credit, we are refunding you +2% more than you spent.

Example:
Returning a pair of ZUMA Linen (€135) will cost you €10 restocking fee aka you will be refunded €125 when you select to be refunded on your original payment method; however, if you choose to select store credit, you will be refunded an additional €2.70 on top of your €135 which you can use later at vibae.com.

We encourage you to shop responsibly and to consider the environmental impact when purchasing and returning items - the less unnecessary shipping, the better.

Also, VIBAe being a small company, unnecessary shipping will eat our profit fast as the shipping costs are high today. Thank you for your understanding.

You no longer receive paperwork inside your VIBAe order. We are making this change to reduce the amount of paper we use. Once you have registered your return in the portal you will receive a shipping label with information regarding your return.

Online orders arriving from the EU may halt in some countries at your local Customs Office. The shipping company or Customs Office will reach you to clear (pay the Duty fee, tax, etc.) the shipment in question. VIBAe has not paid local import fees on your behalf; they are your responsibility.

In many cases, you can do the clearance yourself or assign the shipping company or Customs Office to do it on your behalf. Please note that clearing the shipment yourself may be a cheaper option as the shipping company may charge you their clearance fee in addition to the Duty fee and tax.

PLEASE NOTE: If you choose not to clear the shipment, we are notified of it, and we will try to contact you. If you refuse to clear the shipment, we will deduct the shipping fees from your refund to your country and our warehouse. International shipping is costly so it may cost you quite much - this is unfortunate, of course. Still, we cannot cover the shipping costs back and forth just to realize that our customer has no intention to clear the order with the shipping company or Customs Office.

Thank you for your understanding.

There are no Customs fees nor taxes to be paid if you live in the EU - the threshold in, e.g., the USA, Australia, etc., is so high that ordering a few pairs will not need the Customs clearance, aka there is no Duty fees nor tax to be paid.