We contacted customer service because a pair of shoes that were supposed to arrive on June 17th had not arrived 5 days after that date. Although UPS never reported that they had delivered them, VEJA asked us to send a handwritten note with our signature and a copy of our ID to proceed with the claim and refund (apparently, our word was not enough). I repeat, even though UPS never said they had delivered the package. Since this was the ONLY way to get a refund, we complied with their request, and a few hours later they confirmed that UPS acknowledged losing the package. I find it incredible that a company whose business is based on online sales distrusts its customers, especially one who had previously made purchases.