FAQ

Do you have any question regarding your order at Vein Store?

  • Can I find any differences on sizes between different brands? And between different models by the same brand?

    Yes, you can find some size differences between brands. You can even see that the same brand can stock models which differ slightly in size.

    We recommend you always verify what is the size equivalence of the product you are interested on in its American and European sizes. It could happen that you may always wear 5US men and by mistake you might be selecting a 5US women. Verifying the equivalence in the European sizing system or in centimeters, you will save yourself from making a mistake.

    If a specific model fits in a particular manner, we try to include this information on the product page. If you have any other specific questions about how a model fits, please get in contact with our Customer Service Department and we will do our best to provide you with some advice.

  • Is there any difference between models for women and for men?

    Differences only exist in the American sizing system (US) for men and women. This is, 5 US women will correspond to less centimeters than 5 US men. Please take this into account when choosing your size to avoid any mistakes. To verify you are choosing the right size, the best thing you can do is to compare the American sizing system with the EU size and centimeters (CM).

    Note that no other sizing system presents any differences in size between womena and men. 
  • Can I reserve or pre-order a product?

    No, at Vein Store is not possible to reserve or pre-order any of our products. This applies to all products in our catalogue, as well as exclusive product releases.
  • When I add a product to the shopping cart, is the item reserved for me to purchase?

    No, products added to the cart are never reserved for an upcoming purchase under your personal customer account.
  • I'm interested in a pair of sneakers but my size is not available. Would you be able to order a pair for me?

    We cannot order specific items to the manufacturing brands based on personal requests. 

    If the size you are after is sold out, it is unlikely that we will be able to re-stock it. We usually do not renovate stock of products we have already worked with, as we keep a constantly renovated catalogue for our customers to find the newest and most unique products on the market at our stores.

  • Can you get any discontinued models or past editions?

    No. It is not possible for us to get sneakers from previous editions or discontinued models already out of display elsewhere. Our stock available is what you can see on our website. Our stocks are synchronized in real time between our online store and physical stores.

    If a product does not appear available in our online catalogue, we unfortunately do not have it, and we won’t be able to get it.

  • Can the color of the product I receive vary slightly in relation to the photos on the product page?

    Solid quality criteria apply to all our creative procedures. Once you receive the product at home, you could however note light tone variations in the color of your product.

    Any possible tone variations depend largely on the monitor or device on which you visualize the product page. We cannot control for these conditions, but we advise you to try and visualize the product in more than one device if you have any doubts regarding a product, its color, material or appearance.

  • Are the products sold at your store original?

    Yes, all our products are 100% original. At Vein Store we work directly with the manufacturing brands, without any intermediaries. For this reason, you can usually see us mentioned as a regular official collaborator in some promotional campaigns released by the brands. 
  • Is the value that appears on your website the final price I will pay when purchasing a product?

    The value that you can see on our online store is always the final price to be paid for the product. The price does not vary, and it will remain the same regardless of the quantity of products being purchased.
  • What steps do I need to follow if I have received a product presenting a manufacturing defect?

    All manufacturing brands follow really strict quality control measures to assure excellent performance of the products they sell. Moreover, when we receive the product at Vein Store, we carry out a thorough evaluation of the product to verify that they do not present a visible defect, so that you will rarely need to contact us regarding a manufacturing defect on the product received.

    If you notice that the product you have received presents a brand defect, please do not hesitate to contact us as soon as possible so that we can evaluate the incidence appropriately.

  • How can I confirm if my order has been placed correctly?

    You can easily confirm that you have placed your order correctly in three ways:

    • After the payment process has been successfully completed, you will be redirected to a confirmation page where we provide you with an order number.
    • After a few minutes, you will receive a confirmation email in your inbox with all your order details.
    • The payment is processed straight away, so you will be able to see the charge on your bank statement, PayPal account or MBWay app.

    If you are unable to confirm all of these, your order may have not been placed correctly. Please do not hesitate to contact us if you have any queries on this regard through your customer account and we will confirm the status of your order with you.

  • I just placed an order. When I received the confirmation e-mail I realized that some details on my shipping address are incorrect. What can I do?

    If you have detected incorrect or incomplete details on your order when checking your confirmation e-mail, please contact us as soon as possible so that we can solve the issue.

    Take into account that an error on your shipping address may lead to issues arising for completing the delivery of your parcel on the estimated delivery date. It is essential to review the details you have provided us with, and communicate any possible missing details or errors.

  • I have placed an order but I have not received a confirmation e-mail. Was it successful?

    When placing an order, you will always receive a confirmation email with your order summary. If you have not received it on your inbox, please check other folders. If this is not the case, the payment may have not been completed and the order not placed.

    If you have not received your confirmation email, we advise you to check your orders list on your customer account, or contact our Customer Service Department. One of our agents will be happy to verify for you if your order was correctly placed.  

  • Is it possible to modify an order once it has already been placed?

    No, it is not possible to proceed with any modifications once the order has been successfully placed. Our processing and shipping procedures are truly short so that we can ensure we deliver our products as fast as possible.
  • I want to place an order, but I want to contact you first. How can I do it?

    You have several ways to contact us! You can use WhatsApp, our social networks (Facebook and Instagram) and e-mail – online@vein-store.com.

    Our online customer service is available from 9:00 to 18:30 hours (CET) from Monday to Friday. We always try to answer all queries between 24 and 48 hours after it is received (business days only).

    You can also contact us at Customer Service by phone. Our telephone helpline is operative from 9:00 to 18:30 hours (CET). All our agents speak fluent Portuguese and English.

  • I have placed an order on your online store. Is it possible to pick up my order at one of your physical stores?

    Yes, you can pick up your order in of our physical stores. To do so, select the desired store at checkout. To find out more please check our 'Shipping' section.
  • Can I place an order on the phone?

    No, it is not possible to place an order through our phone helpline. We are unable to keep any records of confidential payment details due to legal restrictions on data storage. All orders must be placed on our online store, or at one of our physical stores.
  • I just received my order, and the product I received does not match the product ordered. What can I do?

    If you realize one of the products you have received does not correspond with the one you ordered, please contact us, and we will do our best to find a solution as soon as possible.
  • What is the tracking number for my order?

    The tracking number is a one-off identifier assigned to your parcel by the courier company. This number is always unique for each parcel.

    Please take note of this number. You may need to provide it when contacting the delivery company if you want to find out the location of your parcel.

  • What is the delivery time for my order?

    Our delivery times depend on the destination country, as well as the delivery service of your choice. To find out more about our shipping areas, delivery times, and shipping services, please visit the 'Shipping' section available on the website footer.
  • What are the shipping costs for an order?

    Shipping costs depend on several considerations: destination country, the price of the product, and the type of shipping services. To find out more, please visit the 'Shipping' section available on the website footer.
  • Do delivery costs depend on the quantity of products in my order? If I order more products, will the delivery costs increase?

    No, shipping costs are fixed. Regardless of the quantity of products included in your order, shipping costs will be the same.
  • I have placed an order. How can I find out what is its shipping status?

    As soon as your order leaves our warehouse you will receive a shipping confirmation email with information regarding:

    • What items are included
    • What company will be delivering your parcel
    • Your tracking number

    Besides, we facilitate a direct link to the tracking information. With just a click, you will easily find out where your parcel is at any time. Remember that from the moment your parcel is dispatched you will also be able to access your customer account and see all your shipping information.

  • I have already received all shipping information corresponding to my order. What should I do next?

    If you have received your shipping confirmation email, your order will be delivered shortly. We recommend you have a look at the tracking information available on the delivery company website to find out its itinerary.

    If you want to obtain additional information, please contact the delivery company. Do not forget to provide your tracking number for them to locate your parcel.

  • I have just received my order confirmation e-mail, and I just realized that my delivery address is incomplete. What should I do?

    If you have realized that the delivery address you have included on your order is incomplete or not correct, please contact us as soon as possible.

    It is very important that the delivery address does not contain any errors, so that we can avoid any possible issues when delivering your parcel. Please contact our Customer Service Department through your customer account and we will do our best to solve this error. 

  • My order was dispatched more than a week ago, and I have not yet received it. What can I do?

    If it has been more than a week since you received your shipping confirmation email, please check the link to your tracking information on the delivery company website to find out your parcel’s exact location.

    The messenger may have passed by your delivery address when nobody was available to collect the parcel. They will leave a notice card including information on how to agree on a new delivery time or where to collect your parcel.

    If you have any questions, please contact the delivery company as soon as possible. Do not forget to facilitate your tracking number to find out more about your parcel’s location. Alternatively, please contact with us through your customer account so that we can find out if there are any incidences with your delivery.

  • Do you prepare and dispatch orders every day? Do you dispatch orders during the weekend or bank holidays?

    We prepare and dispatch our orders on working days only. We do not prepare or dispatch any parcels during the weekend, local or national bank holidays.
  • If I place my order on a Friday, when will the order be shipped?

    If you place your order on a Friday after 1:00 PM (GMT), it is likely that the parcel will be dispatched on the following Monday. We do not prepare or dispatch any orders during the weekend. 
  • Could the estimated delivery date be affected if I place an order during special periods such as Christmas, Sales, Black Friday or other dates?

    We work as fast as possible so that your orders arrive on time. Nonetheless, deliveries could be affected when orders are placed within extraordinary dates such as Christmas, Black Friday, sales season or special promotions, due to the high volume of orders received. We recommend that during these special dates you place your orders ahead of time so that you make sure that your product arrives fast!

    We will always do our best to inform you when plausible delays may be affecting our deliveries. This would be due to extraordinary dates or special circumstances unconnected to Vein Store which could influence our delivery periods (weather conditions, strikes, customs and clearance of goods, etc.) 

  • I saw that deliveries in Portugal and Spain are made by MRW. Is it possible to ship my order using a different carrier?

    No, it is not possible. MRW is the delivery company in charge of the deliveries of your parcels in Portugal and Spain.
  • My parcel’s destination is a country within the European Economic Area (EEA). Would I need to pay any custom fees or taxes when clearing the goods?

    No, the European Economic Area (EEA) is a free trade area, thus none of our shipments within the EEA would be subject to additional custom fees or taxes.
  • Why could a parcel be returned to Vein Store? What can I do to prevent my parcel from being returned to your premises?

    A parcel is not often returned to our premises. Nonetheless, at times an order may be returned due to the intended rejection of the parcel, an error on the given shipping address when placing an order, or when the parcel is not picked up by the customer after a period of time. 

    We recommend you to be attentive to the status of your shipping once your order has been dispatched from our warehouse. In most cases our order will arrive to your shipping address between 1 and 5 working days depending on the type of shipping and the destination country. You can always verify where your parcel is at any time. You can find out whether there may have been an incidence with the delivery by checking the tracking information provided.

  • My order was not delivered to the address I indicated because the shipping details I provided were incomplete or wrong. Will I receive a full refund for my order? When will I receive a refund?

    A parcel is not often returned to us by the delivery company due to an incomplete or incorrect address. To avoid any issues with the delivery of your order it is very important to:

    1. Check the shipping address when placing your order;
    2. Verify your details on the confirmation email you receive on your inbox after finalizing your purchase;
    3. Contact us if you detect a mistake in your shipping or contact details.

    Our delivery times are very short and thus we often have very limited allowance to proceed with any modifications. For this reason, it is decisive to contact with us as soon as possible.

    If a parcel is returned to Vein Store due to an incorrect or incomplete address provided by the customer, the order will be refunded only once the parcel has reached our premises, deducting any costs generated during its shipping.
  • How can I return a product?

    Proceeding with a return with us is really easy. To find out what steps you need to follow please access our 'Returns' page. Please remember it is essential to send the product in perfect conditions and properly protected inside a security box. Do not hesitate to contact us on your 'customer account' if you have any questions about the process. 
  • Are shipping costs for the return of a product paid by the customer? Can I choose the courier service?

    Shipping costs for the return of a product are always paid and arranged by the customer. For this reason, you have complete flexibility to choose the courier company and service that fits your circumstances best. It is not necessary to send the product(s) using an express service. The choice will depend ultimately on the customer. 

    Please check our 'Returns' page to find out more on how to return a product correctly.

  • Is it necessary to introduce the product that I wish to return inside a security box? If the product is not inside a security box, would it be rejected?

    Yes, it is a requirement for any returned product to arrive at our premises appropriately protected. This will prevent the product from suffering any damage whilst on its way to our headquarters. The products that you send us back are usually returned because the size does not fit you, or because the model does not really convince you. Thus, they will be put on sale at our store again. For this reason, we are really strict when evaluating products returned by our customers.

    If a product is returned without a security box the return will be rejected. 

  • How and when will I receive the refund corresponding to the product returned?

    Refunds are administered through the same payment method used to make your purchase. Generally, refunds become available a few days after you receive the refund invoice on your inbox.

    Your refund will appear available on your bank or PayPal statement sometime after we request them and you receive our refund receipt confirmation. This depends ultimately on your bank or on PayPal.

  • I would like to return a pair of sneakers, but I no longer have the original product box. Could I return them anyway?

    If you do no longer have the original product box with you it is not possible to request the return of this product. It is mandatory to ship the items you return exactly as they were sold and inside their corresponding shoe box or original packaging.

    If an apparel product or accessory was dispatched inside a cover, bag or particular box, this must also be returned in perfect conditions for your return to be accepted upon evaluation. 

  • My return was rejected, after evaluation, due to poor condition. Can I send the product back to your premises, now that it is in better condition?

    By no means a return which has been rejected due to the poor conditions the product presented could be evaluated again. Rejections are definitive, and second return evaluations do not apply.

    To find out more on how to correctly return a product visit our 'Returns' page. If you have any questions on this regard please do not hesitate to contact us through your customer account. 

  • What could be the reasons for the rejection of a product?

    Please consult our Returns page to find out how to return a product. The main reasons why a return may be rejected are the following:

    • The product has been returned after 30 days since the date when it was received at the destination address
    • The product has not been shipped inside a security box and the product has been damaged
    • The product is not in perfect conditions, exactly as it was dispatched
  • What payment methods can I use when purchasing at Vein Store?

    At Vein Store we have three forms of payment available. You can either purchase at our online store using a bank card, or PayPal, or MB Way (Only Portugal). Cash on delivery or bank transfer are not feasible forms of payment.
  • How does PayPal work?

    PayPal is the most extended online payment management platform across the world. Millions of users use their services every day. Creating a PayPal account is free and really easy. You would be able to shop online just using your email address, without the need to provide any of your bank details every time you shop online. For more details on how to create an account, please visit PayPal website. 
  • Can I pay for an order placing a bank transfer to your company?

    No, it is not possible to pay for your order placing bank transfers to Vein Store. To proceed with your payment, you can either use a bank card or a PayPal account, or, if you’re in Portugal, pay with the MBWay app. 
  • What additional benefits can I enjoy when creating a customer account at your store

    Your customer account offer multiple advantages to our customers. We always recommend you register with us and create your account online. Only registered customers can:  

    Access up-to-date details on the status of your orders at any time

    • See your shipping details;
    • Review your orders statement;
    • Easily download your order invoice;
    • Keep a list of your favorite products to purchase later on;
    • Supervise your credit movements among many other benefits.
  • How can I create a customer account?

    You can create your customer account by accessing the “create your account” section on our website, and introducing all details requested: your name, surname, e-mail address, and a password. Once your request has been received you will be provided with a direct link for you to activate your account on your email account.

    If you forget your password, you will always be able to request a new password. We will provide you with instructions on how to obtain a new password on your email account. 

  • I cannot remember the password for my customer account, how can I obtain a new one?

    Did you forget your password when trying to access your account? Do not worry! You can request a new password just clicking on FORGOTTEN PASSWORD? and introducing the e-mail address you used to register. A few moments after, you will receive an email explaining in detail what steps to follow to obtain a new password. 
  • I would like to delete my customer account. What do I need to do?

    If you wish to delete your account you only need to contact us through your account, and we will be happy to assist you with your request.