Refund policy
Returns & Exchanges
At Veil of Eve, every piece is thoughtfully created with care, quality, and attention to detail. We hope you love your purchase as much as we loved creating it.
To ensure fairness and maintain the highest standards for all of our customers, please review our returns and exchange policy below before making a purchase.
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Hijabs – Final Sale
Due to hygiene considerations, all hijabs are final sale.
Once purchased, hijabs cannot be returned, exchanged, or refunded.
This policy is in place to uphold the health and safety standards for our customers.
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Exchanges (Clothing)
We offer size exchanges for clothing items via store credit, subject to the following conditions.
To request an exchange:
• Email veilofeve@outlook.com within 7 days of receiving your order
• Include your order number and requested size change
Once approved, you will receive store credit which can be used to place a new order for the correct size through our website.
Please note:
• Customers are responsible for all return shipping costs
• Original shipping costs are non-refundable
Store credit does not guarantee availability of a specific size or product. If the requested size is unavailable at the time the store credit is issued, customers may use the credit toward any available item on our website.
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Return Conditions
To be eligible for an exchange:
• Items must be unworn and unused
• Items must be returned in their original condition with tags attached
• Items must be returned within 3 days of receiving return instructions
Items that show any signs of wear, makeup marks, perfume scent, washing, alterations, or damage will not be accepted for return or exchange.
Veil of Eve reserves the right to decline returns that do not meet these conditions.
Customers are responsible for all return shipping costs, including the cost of sending the item back to Veil of Eve.
If a return is received and does not meet the conditions outlined in this policy, the return will not be accepted. The customer will be responsible for the cost of shipping the item back to them.
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Faulty or Damaged Items
If you believe your item is faulty or damaged, please contact us within 7 days of receiving your order.
Email veilofeve@outlook.com with:
• Your order number
• A description of the issue
• Clear photos of the item
Once assessed, we will provide an appropriate resolution.
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Incorrect Items
If you receive an incorrect item, please notify us within 7 days of delivery.
We will arrange the return and cover the shipping cost for the incorrect item.
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Refunds
Refunds are not offered for change of mind.
Refunds will only be issued in cases where:
• An item is confirmed faulty
• An incorrect item was sent
Approved refunds will be processed to the original payment method. Please allow 5–7 business days for the funds to appear in your account.
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Pre-Orders
Items marked as pre-order are not ready for immediate dispatch and will ship within the estimated timeframe provided on the product page.
By placing a pre-order, you acknowledge and accept the stated production and shipping timeframe.
Please note:
• Pre-order timeframes are estimates and may occasionally be subject to delays due to production or supply factors outside of our control
• Orders containing both pre-order and in-stock items may be shipped together once the pre-order item becomes available
Pre-orders cannot be cancelled or refunded once the order has been placed.
Veil of Eve will always aim to deliver pre-order items within the estimated timeframe; however, delays may occasionally occur due to production, shipping, or supplier circumstances outside of our control. By placing a pre-order, you acknowledge and accept that delivery timelines may vary.
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Customs, Duties & Taxes
For international orders, customs duties, import taxes, and other related fees may be applied by your local customs authority once the parcel reaches your country.
These charges are the responsibility of the customer and are not included in the product price or shipping cost.
If a parcel is refused, unclaimed, or returned due to unpaid customs or duties, the customer will be responsible for:
• Any return shipping costs
• Any customs charges incurred
• The cost of reshipping the parcel if requested
Shipping fees are non-refundable.
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Shipping Address Responsibility
Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete.
Veil of Eve is not responsible for orders shipped to incorrectly entered addresses provided by the customer.
If an order is returned to us due to an incorrect or incomplete address, the customer will be responsible for:
• Any return shipping costs
• The cost of reshipping the order
If the parcel cannot be recovered or returned to us, Veil of Eve cannot guarantee a replacement or refund.
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Policy Compliance
Veil of Eve reserves the right to refuse returns or exchanges that do not comply with the conditions outlined in this policy.
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Policy Updates
Veil of Eve reserves the right to update or modify this policy at any time without prior notice. Any changes will take effect immediately upon being published on our website.
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Contact
For all return and exchange inquiries, please contact:
veilofeve@outlook.com
Please include your order number in your email so we can assist you as quickly as possible.
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We appreciate your understanding and support of our small business. These policies help us continue creating thoughtful pieces while maintaining fairness and quality for all of our customers.
Thank you for choosing Veil of Eve.