If for any reason you wish to obtain a refund you may return your item(s) to us within 7 days of receiving your order. Please contact us at firstname.lastname@example.org with your order number and reason for return. Please note we do not accept exchanges and any exchange request will be offered in the form of store credit.
All sale, promotional and discounted items are final sale and non-refundable.
Shipping fees are non-refundable.
Once received to our returns facility, a return may take up to 10 working days to be processed or more during busy and sale periods
If you have not heard from our returns team within 10 working days of your parcel being delivered, please email: email@example.com
Please ensure you keep proof of postage or tracking number- we will need this if there are issues with your return.
Customers will receive an email notification once their return has been processed (please check your Spam/Junk folder for this automated message). Kindly note, once a refund has been completed by Veiled Collection funds may take up to 10-14 days to appear in your bank account.
We will only offer a refund for clothing if the garment/s is/are unused, unwashed, in perfect resalable condition with the Veiled Collection Swing Tag(s) still attached. We cannot accept returns that have been torn, soiled or damaged due to incorrect washing or use.
We are not responsible for any items that are returned to us by mistake.
We cannot accept returns of earrings or jewellery sets which include earrings. This is for hygiene reasons and doesn’t affect your statutory rights.
Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer
Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. Please contact us and a member of our team will look into it
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
TERMS & CONDITIONS
We will only offer a refund for clothing if the garment/s is/are unused, in perfect resalable condition with the Veiled Collection Swing Tag/s still attached. All goods must be returned in their original packaging (Mailing bag, Gift Boxes, Accessory bags etc). Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer. Any fees which Veiled Collection shall incur by returning the damaged items/items not in their original saleable condition, to the sender must be settled prior to any further action being taken (fees will vary depending on the location of the sender and will be confirmed prior to goods being sent). This can either be done by deducting the return postage fee from any eligible refund money due or an additional payment can be made (liaison shall take place with our team via email correspondence should such a situation arise).
If you are returning item(s) to us from outside of the US, you must complete customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at International Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can Veiled Collection pay customs duty in order to receive back our items. Please note, major couriers may charge administration handling fees for returning goods; under no circumstances can Veiled Collection pay such fees, this will be deducted from the refund amount requested.
We recommend using DHL, UPS or Fedex for returns outside of the US.
When trying on items of clothing, please ensure that you are not wearing perfume, make-up or deodorant which may leave a scent or mark on the item.
Postage costs from the initial purchase will not be refunded unless there are proven instances of a severe manufacturing defect or as a result of fault on the part of Veiled Collection.
Please note, in the case of a full refund being demanded, all complementary items received within the package must be returned too. If your item was a part of a promotional package, for e.g. Buy one get one free; the free item must also be returned, otherwise, the cost of the free item will be deducted from the refund amount initially due.
Veiled Collection will not reimburse the customer for the cost of return shipping costs.
In the case of company error, or a manufacturing defect, Veiled Collection will reimburse the return shipping costs for returning damaged goods (only), once a return has been authorised. For US customers, we will only cover the cost of a USPS First Class Mail Postage (maximum $4.99). For International Customers, Veiled Collection will only reimburse the return shipping fee for an Economy service, offered by a local postal service in the recipient's country of residence (where the goods were delivered), up to the value of the initial shipping fee which the customer paid for shipping in the order containing an error/defect. If the total credit due, exceeds the amount initially paid by the customer, a voucher code will be issued.
We reserve the right to refuse refunds if the above procedures have not been followed.
This policy is effective from August, 2018.