Ordering
How do I place an order?
Find the bag you like, add it to your cart, and check out. You will receive an order confirmation by email once your payment has gone through. If you do not see the confirmation, check your spam folder before writing to us. It sometimes lands there.
Can I change or cancel my order?
If your order has not been packed yet, yes. Email support@veyden.store as soon as you can with your order number. Once an order has shipped we cannot change it, but you can return it when it arrives.
Which payment methods do you accept?
The payment methods available are shown at checkout. Your payment is processed securely by our payment provider. We never see your full card details.
Shipping
How much is shipping, and how long will my order take?
Shipping is FREE on all orders within the United States. There is no minimum order amount, and no shipping cost is added at checkout. Delivery usually takes 7-10 business days in total: 1-2 business days for processing and 6-8 business days in transit. Orders placed after 5:00 PM (GMT-05:00) or on weekends/holidays begin processing the next business day. You will receive a tracking number by email when your order ships.
Do you ship outside the United States?
At the moment we ship within the United States only.
Where is my order?
Use the tracking number in your shipping email. If tracking has not moved for several days, email us and we will chase the carrier for you.
Returns
Can I return a bag if I change my mind?
Yes, within 30 days of delivery, as long as the bag is unused and comes back in the condition it arrived in, with its tags and packaging. Email us first so we can confirm the return steps.
Who pays for return postage?
You do, unless the bag arrived damaged or we sent the wrong item, in which case we cover it.
My bag arrived damaged. What do I do?
Take a photo and email it to support@veyden.store within 7 days of delivery. We will replace it or refund you, and cover the return postage. Damage in transit is not your problem to pay for.
How long do refunds take?
Once we receive and check your return, we refund your original payment method. Banks usually take 5-10 business days after that to show the money back in your account.
Products
How do I look after my bag?
Keep it somewhere dry and out of long periods of direct sunlight. Wipe it with a soft, slightly damp cloth. Do not soak it and do not use strong detergents or solvents. When you are not using it, storing it in its dust bag (if one was included) with the inside lightly padded helps it keep its shape.
The colour looks slightly different from the photo. Why?
Screens show colours a little differently from real life, and lighting in photos plays a part too. We photograph our bags to be as true to life as we can. If the bag is simply not right for you when you see it in person, our return policy applies.
Do you restock sold-out bags?
Sometimes, but not always. Email us about the bag you want and we will tell you honestly whether more are expected.
Talking to us
How do I contact Veyden?
Email support@veyden.store or call +1 516-792-9459. You can also write to us at 18 Phila Street, Saratoga Springs, New York 12866, United States, but email will always be quicker.
I have a question that is not answered here.
Write to us. Real people read our inbox, and we would rather answer a question before you order than sort out a problem afterwards.