Refund policy
Cancellations
If you wish to amend or change your order, you must contact us within 24 hours of your confirmation, provided your order has not yet been dispatched. If your order has left our facility, unfortunately we will not be able to cancel your order.
General Information
We have a 14-day return policy, which means you have 14 days (10 business days) after receiving your item/s to request a return. Any requests made after 14 days of receipt will not be eligible for a refund. If a return is accepted you will have 14 days to post back your item/s.
Refunds may take up to 2 weeks to be processed.
If you choose to return an item, we can provide a prepaid return shipping label. The cost of this label will be deducted from your refund. Return shipping costs are non-refundable.
Sale / non-returnable items
Certain types of items cannot be returned. Please note that our niqabs and gloves are non-returnable for reasons of health and safety. Sale and clearance items are considered final sale and are non-returnable unless faulty. Please get in touch if you have questions or concerns about a specific item.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn/unused. We recommend you returning the item in the original packaging to ensure safe shipping. Refunds or exchanges will not be accepted for items that have been worn/used, or are showing signs of use such as damage, marks or odours.
To start a return, you can contact us at info@veilandvirtue.com. If your return request is accepted, we will send you an email with your prepaid return label and instructions to make your return. The cost of return shipping will be deducted from the refund total, unless the reason for the return request was due to an error on our part, in which case you will receive a full refund. For items eligible for return, the parcel must be posted within 7 days of the customer receiving the label via email.
Items sent back to us without first requesting a return will not be accepted.
Don't hesitate to contact us if you have any questions regarding returns or exchanges by emailing us at info@veilandvirtue.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can address any issues immediately.
Exchanges
Customers are responsible for the shipping cost to return items. Unfortunately, we cannot accept returns on sale items but orders may be eligible for an exchange or store credit. We can not accept returns on gift cards. Please contact us if you would like to return a sale item.
Refunds
For purchases made using minimum order amount vouchers, reducing your total order to an amount below the voucher amount may result in some items defaulting to full-price, which will be reflected in the refund amount you may receive. Similarly for purchases made using free shipping codes above a certain amount, the cost of standard shipping may be deducted from the refund amount.
Our refund policy does not include refunds for original shipping costs, unless the reason for return is a damaged or wrong item. If an order qualified for free shipping but is later returned, the actual shipping cost will be deducted from the refund total.
We may notify you once we’ve received, inspected and accepted/rejected your return. If approved, you’ll be automatically refunded on your original payment method, this may take a few days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please wait a minimum of 7 days before contacting us about missing refunds.
Late or missing refunds
If you haven’t received a refund after 14 days of returning your items, first check your bank. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not yet received your refund, please contact us, quoting your original order number.