At Sivana, your satisfaction is our top priority. We design and deliver shoes with care and attention to quality, but we understand that sometimes a return may be necessary. This policy explains in detail how returns work, the conditions, timelines, possible fees, and what to expect in different situations. We aim to make this process clear and fair for all our customers.
Return Window
Customers can request a return within 30 days of receiving their order. After 30 days, we are unable to accept returns. The 30-day period begins from the day your order is marked as “Delivered” by the shipping carrier.
Conditions for Returns
To be eligible for a return:
- Items must be unused, unworn, and in their original packaging.
- The product must include all tags, accessories, and protective materials that were shipped with it.
- Any return must include proof of purchase (order confirmation or receipt).
Scenarios for Returns
1. Wrong Item Received
- If we accidentally sent the wrong item, size, or color:
- We will cover all return shipping costs.
- We will send the correct item at no additional cost or issue a full refund, depending on your choice.
2. Damaged or Defective Item
- If your order arrives damaged or defective:
- Contact us within 48 hours of delivery with photos of the damage.
- We will review your claim and either send a replacement or issue a full refund.
- All shipping costs for defective items will be covered by Velte.
3. Change of Mind or Incorrect Size Ordered by Customer
- Returns are accepted, but customers are responsible for return shipping costs.
- Refunds will be processed for the product cost minus the shipping fee once we receive the returned item in acceptable condition.
4. Incorrect Color or Style Selected by Customer
- Same conditions as “Change of Mind” returns.
- Customers are responsible for return shipping costs, unless the issue is due to our error.
5. Exchanges
- We currently do not process direct exchanges.
- To exchange: Return the original product for a refund, then place a new order for the desired product.
Return Process
- Contact our support team at support@velte.shop with your order number and reason for return.
- Wait for approval and instructions (including return address).
- Carefully package the item and send it using a trackable shipping method.
- Once received and inspected, we will process your refund (minus any applicable restocking fee).
Refund Processing Time
- Refunds are processed within 14 business days of receiving the returned item.
- Refunds will be issued to the original payment method used at checkout.
- We will notify you via email when your refund has been issued.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
- Bags that have been used.
- Items damaged due to misuse or neglect.
- Final sale or clearance items clearly marked as non-returnable.
Responsibility for Shipping
- If Sivana is at fault (wrong item, damaged, defective), we pay for return shipping.
- If the customer returns due to personal reasons (wrong size, change of mind), the customer pays for return shipping.
Important Notes
- Do not return items without contacting us first unauthorized returns may not be processed.
- Ensure returns are packed securely to avoid damage during transit; items damaged due to poor packaging may not qualify for a refund.
- Restocking fees and shipping costs are non-refundable unless the return is due to our error.
Contact Information
If you have questions or need help with your return:
Business Name: Sivana
Business Address: 3220 N 83rd St, Omaha, NE 68134, United States
Business Hours: Monday to Friday – 9:00 AM to 5:00 PM (GMT-06:00, observes daylight saving time – GMT-05:00 during DST)
Customer Support Email: support@sivana.online
Customer Support Phone: +1 (402) 555-0192
Published Date: 14/08/2025