Frequently Asked Questions
Orders and Shipping
Do you ship overseas?
Yes, we ship all over the world via DHL. Shipping costs will apply, and will be added at checkout, along with duties and taxes. We do not have any control over the calculated taxes and duties.
Orders will be shipped on a DDP (Delivery Duty Paid) basis, meaning all applicable import duties can be paid at the time of checkout to avoid additional charges when your online order arrives. Please be advised that duties and taxes are non-refundable after your order has shipped.
How long will it take to receive my order?
Processing and Tracking
In-stock orders process within 2–3 business days. Pre-orders ship within the timeframe listed on the product page. Once shipped, your tracking number will be emailed to you and available on your account page.
Estimated Delivery
- US Orders: 3–5 business days (after processing)
- International Orders: 4–14 business days (after processing)
- Note: Shipping windows may be extended during holidays.
Delays and Disclaimers
Delivery times are estimates starting from the dispatch date. We are not responsible for carrier delays on any domestic or international orders, nor for customs clearance delays on international DDP (Delivered Duty Paid) shipments.
Can I update or cancel my order?
When you submit an order, we will make all diligent efforts to get your items to you in a timely manner.
Orders may be canceled only within 24 hours of original purchase.
Once your order ships, no changes can be made to the shipping address.
If your request meets the above requirements, please contact us for assistance.
How can I track my order?
Order tracking information can be found when you sign into your account, on the order status page.
If you checked out as a guest, your tracking number can be found in your shipping confirmation email. Please double-check your spam folder for shipping and delivery confirmation emails.
If you haven't received a shipping notification within 7 business days of placing your order, please contact us.
Which shipping carriers to you use?
We use UPS for orders shipping within the United States, and DHL for orders shipping overseas.
How can I apply my store credit?
Once your return has been received and processed, your store credit will be emailed to you in the form of a Brother Vellies gift card.
You may apply the credit at checkout by entering your gift card code in the discount field.
Please note that store credit cannot be used for preorders.
Please contact us if you have any questions about your store credit.
Can I place a custom order?
It depends on the creator and the product.
Because our pieces are meticulously handcrafted in small batches, we are only able to accommodate custom or made-to-order requests on a very rare, case-by-case basis. The vast majority of our products cannot be produced outside of our standard production runs. However, we always welcome your inquiries! Please contact us with the specific piece you are hoping for, and we will check with our artisans to see if it is possible.
Please note: Any approved custom or made-to-order items are strictly Final Sale.
Returns and Exchanges
What is your return policy?
We gladly accept returns for store credit or exchange on eligible items purchased directly from our online store within 30 days of delivery.
Please note that we do not offer refunds.
In order to be eligible for return, merchandise must not be worn, altered or damaged and must have all original packaging. When trying on footwear, make sure to wear clean socks and to walk on a carpeted surface to protect the outsole. All returns must be shipped back to us using the label generated in our Returns Center.
Sample Sale and Custom purchases are Final Sale.
If you're returning an international order, please note that return shipping costs are your responsibility. Returns must be made using the prepaid label provided via our Returns Center. The return shipping cost will be deducted from your Store Credit.
Please note that original shipping fees, duties, or import taxes are non-refundable. For any questions about recovering duty fees, please contact your local customs office.
Brother Vellies reserves the right to refuse returns that do not meet our requirements.
How do I initiate a return or exchange?
In the event you are not completely elated with your purchase, please submit a return request through our Returns Center within 30 days of the delivery date.
To start a return or exchange, please click here.
Once your return request is submitted for review and approved by our team, you will receive your complimentary return label with instructions via email.
If you're returning an international order (outside the US), please note that return shipping costs are your responsibility. Returns must be made using the prepaid label provided via our Returns Center. The return shipping cost will be deducted from your Store Credit.
Please note that original shipping fees, duties, or import taxes are non-refundable.
Are returns free? Or do I pay for shipping?
Return shipping is complimentary for US orders.
For international orders, return shipping is the customer's responsibility, and the cost of the label will be deducted from your store credit.
All returns must be mailed using the prepaid label provided via our Returns Center.
Please note that original shipping fees, duties, and import taxes are non-refundable.
How long does it take to process a refund?
Processing time for returns may vary and take up to 7 business days from receipt of the return. After your return has been received and processed, you will receive your store credit via email to use towards a future purchase. Exchanges will be processed for shipping once the returning item is received.
Are there any items that are final sale?
Custom orders and Sample Sale orders are Final Sale and not eligible for refund or return.
Final Sale items will be indicated as such on the product page.
Support
Leather Care
Kudu Leather
All of our Kudu leather is sourced in South Africa. It has been used locally for generations, renowned for its wearability and beauty. We typically recommend people let the leather age naturally, as it wears well even through sand and rain. As the leather matures it often gradually changes tone, developing a rich patina. When your shoes become wet allow them to dry slowly. Speed drying leather with a blow dryer or drying machine will change its chemical structure and cause it to become stiff. Dirty shoes can be wiped off with a damp cloth. If you’re looking for some extra sheen, leather oils can be applied and soaked overnight as you would a baseball glove.
Springbok
Springbok is typically worn in South Africa by certain tribes during celebratory times. If your Springbok becomes dirty, gently wipe it clean with a damp cloth. Do not soak your shoes and avoid having them wet for any prolonged period of time. If you find yourself caught in the rain or wading through snow let your shoes air dry after removing them. Prolonged distressing on a specific area of your shoes could cause the hair to wear off in the affected areas.
Where can I find your size guide?
Since we source from various makers, sizing can vary slightly. To help you find the perfect fit, we've linked a specific size guide directly on every product page.
Please contact us if you need help with sizing!
How do I get notified about restocks?
If an item you're interested is out of stock, you can sign up to restock notifications directly on the product page. Simply click the size you'd like, and enter your email into the prompt pop-up. If the item becomes available again, you'll be notified via email.
Can I buy a gift card?
Yes! We offer several gift card options, which you can purchase here.
What happens if my package is lost or stolen?
Lost or Stolen Packages
Once an order is shipped, it is in the care of the shipping carrier. Brother Vellies is not responsible for packages that are lost in transit or stolen after delivery, but we are committed to helping you resolve the issue.
- Lost in Transit: If your package has stalled or is lost in transit, please contact us at [Insert Email] and we will open an investigation and file a claim with the carrier on your behalf.
- Stolen Upon Delivery: If your package is marked as delivered but is missing, please check your surrounding premises. If you suspect theft, we require you to file a local police report. Please email a copy of the police report to our Customer Care team, and we will assist you with a reimbursement or replacement.
My item is damaged or defective
Please note our capacity to assist with products is limited to those purchased directly through our official online store. We are unable to provide assistance with products bought from authorized Brother Vellies retailers or other sources.
We do not offer repairs at this time.
It is the responsibility of the customer to promptly notify us of any issues or defects with their purchased product(s) within 30 days of the delivery date.
This notification should be emailed to customercare@brothervellies.com with several images of the affected area.
Brother Vellies uses repurposed and full-use animal hides as part of its ethical inititative. All animal hides differ slightly, and the customer acknowledges that differences, within reason, will not be considered as damages.
Please note that we are unable to provide assistance for products that have become damaged as a result of normal wear and tear or misuse. Additionally, any notifications of product issues received after the 30-day support window will not be eligible for resolution under this policy.
While we acknowledge that our current policy might cause some inconvenience, our Customer Care team is committed to helping you make informed decisions about your purchases, and is happy to address any queries or concerns you may have, whether about our products or our policies.
