Refund policy

Return & Refund Policy

At VEILV, we want our customers to shop with confidence.

If you are not satisfied with your purchase, you may request a return or exchange in accordance with the terms below.

Please review this policy before submitting a return request.

Return Window

VEILV accepts returns for eligible defective and non-defective products within 30 days from the date the order is delivered.

To be eligible for a return, the item must:

Be unworn, unwashed, unused, and in new condition;
Remain in its original condition;
Have all original tags attached;
Include original packaging whenever reasonably possible;
Be free from makeup, perfume, deodorant, stains, pet hair, odors, damage, or other signs of wear.

Customers may try on clothing for sizing purposes, provided the item remains in new and resalable condition.

Items that do not meet these conditions may be refused.

Eligible Returns

Eligible returns may include:

Defective products;
Damaged products;
Incorrect items received;
Non-defective products that meet the return requirements listed above.

Non-Returnable Items

Returns may not be accepted for:

Items that have been worn, washed, altered, used, or damaged after delivery;
Items with missing or removed original tags;
Items that do not meet our return condition requirements;
Items returned after the 30-day return period.

How to Request a Return

Before returning an item, please contact VEILV Customer Support so we can confirm your return request and provide the correct return instructions.

Please provide:

Your order number;
The product name or item details;
The reason for the return;
Photos of the item if it is damaged, defective, or incorrect.

Email:
info@veilv.com

Once your request is confirmed, we will provide the applicable return instructions and return address.

Please do not send a return before receiving return instructions from our Customer Support team.

Unless specifically instructed otherwise, customers should not send returns to our business address.

Return Shipping

Returns must be sent by mail according to the return instructions provided by VEILV.

For non-defective returns, customers are responsible for return shipping costs and any return shipping label expenses.

VEILV will be responsible for reasonable return shipping costs when the return is due to our error, including:

A damaged item;
A defective item;
An incorrect item received.

We recommend using a trackable shipping service and retaining your shipping receipt until the return has been completed.

VEILV is not responsible for returned packages that are lost or damaged in transit when the customer is responsible for return shipping.

Exchanges

VEILV accepts exchanges for eligible items.

Exchange requests must be made within 30 days from the delivery date.

Items requested for exchange must meet the same condition requirements as returned products.

Please contact our Customer Support team before sending an item for exchange.

If the requested replacement item is unavailable, we may offer:

An alternative exchange option; or
A refund to the original payment method.

Refund Process

Once your returned item is received, it will be inspected to confirm that it meets the return requirements.

We will notify you by email regarding the status of your refund.

If the return is approved:

The refund will be issued to the original payment method used for the purchase;
VEILV will process the refund within 7 business days after approval;
Your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

Refund Amount

Approved refunds will include the eligible product purchase price.

Original shipping charges are generally non-refundable.

However, if the return is caused by an error by VEILV, such as a damaged, defective, or incorrect item, applicable original shipping charges may also be refunded.

VEILV does not charge restocking fees.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible and preferably within 7 days of delivery.

Please provide:

Your order number;
A description of the issue;
Clear photos showing the issue;
Photos of the packaging, when available.

After reviewing the information, we will provide an appropriate resolution, which may include a replacement, exchange, or refund.

Order Cancellations

Orders may only be cancelled before they have been processed for fulfillment or shipped.

Once an order has entered fulfillment processing or has been shipped, cancellation may no longer be possible.

If you are unable to cancel an order, you may request a return after delivery in accordance with this Return & Refund Policy.

Contact Us

If you have any questions about returns, exchanges, or refunds, please contact us:

VEILV

Email:
info@veilv.com

Phone:
+1 314-721-5846

Business Address:
6345 Alexander Dr
Saint Louis, MO 63105
United States

Customer Support inquiries are generally answered within 1–2 business days.