How to return or exchange?

Returns and Exchanges - Your Easy Guide


At NAE Vegan Shoes we want to make sure you're completely satisfied with your purchases, which is why we've made returning or exchanging items a breeze.


Return and Exchange Timeline: Up to 100 Days

We're here to help if you need to return or exchange an item within 100 days of receiving it. To qualify, the item should be in pristine condition with no signs of use. For more details on the process, do take a look at our Exchange & Return Policy that matches your shipping address country.

Within the European Union: Free Exchanges & Returns

If you're within the European Union, here's how to go about it:

Step 1: Register Your Request

If you've already registered your purchase on our website and your order status reads "Received," simply go to My Account in the top-right corner of our site. Select the relevant order and hit the Return/Exchange button.

If your order status hasn't been updated yet or you haven't registered your purchase, just shoot an email to with your name and order ID to initiate the process.

Step 2: Prepare Your Package

Use the Return Label we provided with your order. No label? No worries! Reach out to us at and we'll send you a new one.

If possible, reuse the same packaging to return the product. Kindly protect the box to prevent any damage. We're all about sustainability and the 3 R's – Reduce, Reuse, Recycle. Join our mission if you can!


Step 3: Shipping it Back

Contact the shipping company that delivered your order and follow their instructions. You can either drop off the package at their local service point or arrange a courier pickup at your address.


Step 4: Await the Outcome

Once we have the returned item safe and sound at our Lisbon warehouse, we'll either send you a new item (for exchanges) or refund the full purchase price (for returns).

For those outside the EU, here's the process tailored for you:

Outside the European Union: Customer-Paid Return Costs

Step 1: Register Your Request

Similar to EU customers, if your order status is marked as "Received," head to My Account on our website to access the Return/Exchange option. If you haven't registered your purchase or your order status isn't updated, reach out to us at with your name and order ID.


Step 2: Prepare Your Package

For customs-smooth returns, it's crucial to contact us at for shipping documents before proceeding. We'll provide all the necessary info for you to return the product safely to our warehouse in Portugal.


Just like our EU friends, please consider reusing the packaging to minimize waste and protect the box during transit.


Step 3: The Return Journey

Once we have the item back at our Lisbon warehouse, we'll proceed with either exchanging it (if requested) or giving you a full refund (for returns).

We appreciate your dedication to sustainability and our mission to reduce waste in every way possible.

Remember, you can always dive deeper into the finer details of our Shipping & Returns Policy.

Thank you for being part of the NAE Vegan Shoes family! Your comfort and satisfaction are what drive us.