Returns & Refunds
Our return and refund policy
Return Policy Overview
VEILA is a marketplace featuring items offered by independent boutiques and brands. As a result, return eligibility and return conditions may vary depending on the seller and the specific item purchased.
Applicable return terms, including whether an item is eligible for return, will be indicated on the product page or otherwise provided at checkout where relevant.
Certain items may not be eligible for return, including but not limited to made-to-order, custom, altered, personalized, final sale, and hygiene-sensitive items, as well as any items expressly marked as non-returnable.
To be eligible for return, any approved item must be returned in its original condition, unworn, unused, unaltered, and with all tags, packaging, and accompanying materials included.
Return requests must be made within the applicable return window and in accordance with the instructions provided for the order.
Eligible Items
Only certain items may be eligible for return. To qualify, the item must satisfy all applicable return conditions, including the following:
- The item must be eligible for return under the applicable product listing and seller terms.
- Ready-to-ship dresses may be returned if they meet the applicable return requirements.
- Made-to-order dresses may also be eligible for return when ordered in a standard size up to US 14, provided they have not been made to measurements, customized, or altered.
- The item must be unworn, unused, unwashed, and unaltered.
- All original tags must be attached and intact.
- The item must be returned in its original packaging together with any accompanying materials.
- The item must be returned in the same condition in which it was delivered.
Non-Returnable Items
The following items are not eligible for return:
- Custom dresses and any dresses made to measurements
- Made-to-order dresses above US size 14
- Altered, tailored, personalized, or otherwise customized items
- Items that are worn, washed, damaged, or not in their original condition
- Items returned without original tags attached
- Items returned without original packaging or accompanying materials
- Sale, clearance, or final sale items, unless otherwise required by applicable law
- Veils, headpieces, and similar items, as well as certain accessories, which are considered hygiene-sensitive goods and are therefore non-returnable
How to Return
Submit Your Request
Please email [email protected] with your order number and the reason for the return.
Receive Return Instructions
If your return is approved and the item is eligible, we will send you the return instructions by email.
Return the Item
Please send the item back in its original condition, with all original tags and packaging included.
Refund Review
Once the item has been received and inspected, any approved refund will be issued to the original payment method.
Return Shipping
Return shipping costs are generally the responsibility of the customer unless otherwise stated.
For your convenience, we recommend using a tracked shipping service when returning an item. VEILA is not responsible for return shipments that are lost, delayed, or damaged in transit.
If you believe you received a defective item or an incorrect order, please contact us before returning the item so we can review the issue and provide further instructions.
Refund Processing
Once your return has been received and reviewed, any approved refund will be issued to the original payment method.
Please allow 5–10 business days for refund processing after the returned item is received. Depending on your payment provider, it may take additional time for the funds to appear in your account.
Original shipping charges are generally non-refundable unless the item is confirmed to be defective, the wrong item was received, or otherwise required by applicable law.
You will receive an email confirmation once your refund has been processed.
Exchanges
Direct exchanges are not currently available.
If you wish to order a different size or style, any eligible item must be returned in accordance with our return policy, and a new order must be placed separately.
For sizing guidance or help selecting another item, please contact us at [email protected].
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us at [email protected] as soon as possible after delivery.
Please include your order number, a brief description of the issue, and clear photos of the item and its packaging so we can review the matter.
If the issue is confirmed, we will provide the appropriate next steps, which may include a return, replacement, or refund.