Frequently Asked Questions
Before you place your order — here are the questions we hear most often, answered honestly.
Orders & Payments
We've made checkout as easy as possible. You can pay with:
All transactions are fully encrypted. We never store your complete card details on our servers.
Yes. All prices shown on our website are inclusive of the applicable German VAT (Mehrwertsteuer) in accordance with §19 UStG. There are no surprise charges — the price you see at checkout is the price you pay.
We process orders quickly to get them on their way to you as fast as possible. In most cases, we're unable to make changes or cancellations once an order is submitted. Please check your basket carefully before confirming. If something urgent comes up immediately after ordering, email Support@veyra-berlin.com straight away and we'll do our best to help before despatch.
Please note: under German consumer law (Fernabsatzrecht), you have a statutory right of withdrawal (Widerrufsrecht) of 14 days from receipt of your goods, separate from our returns policy.
Yes — as soon as your order is placed, you'll receive a confirmation email with your full order summary. If it doesn't arrive within a few minutes, check your spam folder. Still nothing? Email us and we'll sort it out.
Shipping & Delivery
We despatch orders within 1–2 business days. Standard delivery within Germany typically takes 2–5 business days after despatch. Total time from order to delivery is generally 3–7 business days. Delivery times may vary slightly by region and carrier.
Currently, Veyra Berlin ships primarily within Germany. International shipping options are being developed — if you're outside Germany, check back soon or contact us to enquire.
Once your order has been despatched, you'll receive a tracking number and a direct link by email. You can follow your parcel in real time. You can also check your order status by logging into your account on our website.
Start by checking your tracking link. If your parcel appears stuck or you're genuinely concerned, email us at Support@veyra-berlin.com with your order number. We'll contact the carrier on your behalf and get it resolved as quickly as possible.
Returns & Refunds
We offer a 30-day returns window from the date your order is delivered. If something isn't right — wrong size, changed your mind, not as expected — you can return it within that window for a full refund to your original payment method. This is in addition to your statutory 14-day right of withdrawal under German law.
Email us at Support@veyra-berlin.com with your order number and the item(s) you'd like to return. We'll reply with full instructions and the return address.
Items must be unworn, unwashed, and in original condition — all tags attached, in original packaging. We inspect every return. Items returned worn or without tags will not qualify for a refund.
For standard returns (change of mind, sizing), return postage is the customer's responsibility. If we sent a faulty, damaged, or incorrect item, we cover return shipping in full and will replace the item or issue a complete refund.
Once your return arrives and is inspected, we process refunds within 5–7 business days. A confirmation email will be sent when the refund is issued. Your bank may take additional days to reflect the amount.
We don't currently offer direct exchanges. The fastest route is to return the original item for a refund and place a new order for the correct size or style.
Please email Support@veyra-berlin.com within 7 days of receiving your order, with your order number and a photo showing the fault. We'll resolve it promptly — replacement or full refund — with return postage covered by us. Your rights under §437 BGB (Mängelgewährleistung) apply in full.
Sizing & Products
We recommend checking our size guide before ordering. It includes detailed measurements for each category. If you're between sizes, email us — we'd rather help you get it right first time.
Most of our pieces follow standard European sizing and fit true to size. Where a specific item runs differently, we flag it in the product description. Always worth checking before you order.
Each item includes care instructions on its label. As a general guideline, we recommend washing at low temperatures and avoiding high-heat tumble drying. Follow the label — it'll keep your pieces looking great for much longer.
Getting in Touch
Email is the best way: Support@veyra-berlin.com. Our team is available Monday to Friday, 9:00 AM to 5:00 PM CET.
We aim to respond to every email within one business day. And yes — a real person reads every message.
Veyra Berlin is currently an online-only store. We're based in Mücke, Germany, and deliver nationwide.
