A: If you see an item on our social media page but do not see it on our website the item is no longer available. We understand how frustrating this can be so we are always looking to restock our most requested pieces or replace them with a similar style. Be sure to sign up for our newsletter where you will receive information on restocks, sales, and new arrivals.

Q: WHERE DO YOU SHIP?

A: We ship worldwide! International shipping takes roughly 10-20 business days in transit. Please note we are not responsible for any delays or fees due to Customs. Please contact your local government or postal service for more information on customs and duties.

Q: WHAT ARE YOUR SHIPPING OPTIONS WITHIN THE UNITED STATES?

A: We offer priority mail and express shipping options. Rates are determined at checkout. 

 
Q: HOW DO I TRACK MY ORDER?

A: Your order will process for 24-48 business hours. Once your order has shipped an email will be sent to you containing tracking information.  Additionally please allow 24-48 business hours for your shipment details to update with USPS. 

 

Q: WHAT IS CONSIDERED A FINAL SALE?

A: All used or worn merchandise, all sale items, and all sale hijabs or hijabs opened from their original packaging are final sale. All items inclusive of flash sales, seasonal, or semi annual sales will only be awarded store credit. Refunds and exchanges are not permitted on final sale items.

Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?

A: Upon completion of your order a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete until you reach the page containing your order number. If you have any additional questions feel free to contact our support team at contact@veiledcollection.com. One of our Customer Service representatives will be happy to assist you. Please note to check your spam folder as well as your email may have filtered into that folder. 

Q: WHAT IF MY ORDER HAS NOT BEEN DELIVERED?

A: If after contacting USPS or UPS you still need assistance regarding locating your order feel free to contact us at contact@veiledcollection.com with your order number and one of our representatives will be happy to assist you.

Q: I'VE JUST PLACED MY ORDER, CAN I CHANGE IT?

A: We prepare your order for shipment very shortly after your order is placed. This quick turnaround time does not allow for any changes to your order.

Q: HOW DO I PROCESS A RETURN OR EXCHANGE?

A: Please use our online portal returns center to make a return. You must receive a return approval and return request # prior to shipping your item back to us. All return shipping fees must be paid for by the customer. Once your return parcel is received processing time is 2-5 business days to process your return. A confirmation email will be sent to you once the refund has been processed. 

Q: WHAT IS YOUR RETURN ADDRESS?

A: All returns must obtain a return approval through our online Returns Portal here. All U.S. returns will be provided with a return label. You must use our return label to be refunded. Our Return Address is: 1873 Western Ave, Suite 105 Albany New York 12203.

Q: HAVE YOU RECEIVED MY RETURN ITEMS AND HOW LONG DOES THE REFUND TAKE TO SHOW IN MY ACCOUNT?

A: Please allow up to 10 business days for us to process your return and for the funds to appear in your account. Once your refund has been processed a confirmation email will be sent to the email address provided upon checkout. If you have not received an email within 10 business days of us receiving the package please contact our customer service team at contact@veiledcollection.com and one of our agents will be happy to assist you. The refund does process in our systems for up to 3 business days. In turn the rest of the processing time is up to your bank. Please contact your financial institution for more details on when you will see the funds reflect back into your account.

Q: CAN I USE A GIFT CARD ONLINE?

A: Yes! Gift cards are available online. Once purchased an email will be sent to you on how to redeem our gift card. 

Q: WHAT IS YOUR STORE POLICY?

A: Items bought on Veiled Collection will be accepted for a return within 45 days of the purchase date. All merchandise must be received back in its original form. It must not be worn, altered, damaged, and free of any stains, odors, or distinct smells including perfume. Refunds will be issued in the same form of original payment type, excluding shipping and handling costs which are non refundable.  All tags must be attached when returned. All final sale items, sale hijabs, and hijabs opened from their original packaging are final sale. If such items are returned a $25 charge will be made to your account and the items will be returned to you.

Return shipping costs must be paid for by the customer.

 

A: Yes, we do offer store credit or gift cards in exchange for a refund.  

 

In the rare event that the item you received is not in pristine condition please contact our team before sending the product back. We will not accept any returns with damages without being notified beforehand. Our team will gladly assist you with reshipping the item out to you in a timely manner. 

Q: CAN I USE MULTIPLE PROMO CODES?

A: Only one promotional code or discount can be applied per order.