returns and refunds
At The Veil Vault, each veil is handmade with care, precision, and love. As most of our pieces are made-to-order and often customised, we kindly ask that you read our returns policy carefully before making a purchase.
🔁 Custom & Made-to-Order Items
In accordance with the Consumer Contracts Regulations 2013, custom-made or personalised items are not eligible for return or refund, unless faulty. All of our veils are handmade to order, and many are customised in length, trim, colour, or style. This means:
- We do not accept returns for change of mind, incorrect sizing provided by the customer, or unmet expectations where a rush order was not pre-agreed.
- Small variances in lace placement, colour shade, and hand-finished elements are normal and are not considered faults.
🛠️ Faulty or Damaged Items
If your veil arrives faulty or damaged, we’ll do everything we can to resolve it quickly. Please follow this process:
- Contact us within 3 days of delivery at [your email address].
- Include your order number, a detailed description of the issue, and clear photographs.
- If the item is deemed faulty due to a production error, we will offer a repair, replacement, or refund, at our discretion.
Returns without prior approval will not be accepted.
⏰ After the Wedding Date
We cannot accept returns or complaints if the wedding date has already passed, unless the product was clearly defective upon first use or immediately upon wearing.
We are not responsible for:
- Products that were used, worn, or handled in ways inconsistent with their care instructions
- Accidental damage during your wedding or during preparation
- Emotional or financial impact of any product issues on your wedding day
⚠️ Event-Day Disclaimer
While we deeply understand the emotional and financial importance of your wedding day, by purchasing from The Veil Vault, you agree that:
- We are not liable for any real or perceived impact our products may have on your event, including but not limited to disappointment, stress, event disruption, or reputational loss.
- Our liability is strictly limited to the cost of the item purchased, in cases where a manufacturing fault is confirmed.
- You waive any right to claim further damages, compensation, or losses (financial or emotional) due to issues with a product, missed delivery windows (unless guaranteed), or styling outcomes not meeting personal expectations.
❗ Non-Returnable Items
We do not accept returns or issue refunds for:
- Customised or bespoke veils
- Items purchased on sale or discounted via voucher code
- Items where the wedding date has already passed
- Gift cards
- Rush fees or shipping upgrades
📬 Cancellations
Orders may be cancelled within 24 hours of purchase, provided we haven’t started production. After this, cancellations will not be possible.
🌍 International Returns
If a return has been pre-approved for a faulty item, international customers must clearly label the parcel as “Returned Goods” to avoid customs charges. Any duties or fees incurred by incorrect labelling will be deducted from the refund amount.
📞 Contact Us
If you believe your product is faulty or have questions about our returns policy, please reach out:
📧 Info@theveilvault.com
📞
We are always here to support you in the lead-up to your special day — and we thank you for supporting our small, handmade business.