Return & Refund Policy

For all products excluding made-to-order items

  • Orders may be cancelled for a full refund before the orders are shipped or within 12 hours (workday) of payment confirmation. Once order are shipped, you will be advised with carrier name and tracking number.
  • Orders will not be accepted to be cancelled once orders are shipped.

Made-to-order products

  • Orders after 12 hours want to be changed size, color and material, you will be responsible for 25% of the product price.
  • Orders that have already been shipped can not be cancelled.

General Return Guidelines

At VeilVeil, we value your satisfaction and strive to ensure you’re pleased with your purchase. Should you need to return an item, please adhere to the following guidelines:

  • Timeframe: Returns must be initiated within 30 days from the delivery date.
  • Condition: Returned items must be in their original, unused, and undamaged condition, including all packaging and tags.
  • Exceptions: Custom-made items, such as personalized curtains or drapery, are non-returnable unless they are defective.

Items Not Eligible for Return

The following items are non-returnable:

  • Products that have been used, washed, or altered in any way.
  • For custom-sized curtains or drapes made to your specific measurements, if any issue arises due to our mistake, we will gladly provide a return or exchange.
  • Final sale items, promotional items, or items purchased with a gift card.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

How to Initiate a Return

To return a product, follow these steps:

  1. Reach Out: Contact our customer service team at [support@veilveil.com] with your order details and reason for the return.
  2. Authorization: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number.
  3. Packaging: Ensure the item is securely packaged and the RMA number is clearly marked on the package.
  4. Return address: A71, AI Innovation Center, No. 201, Building 2, Phase I, Tianan Yungu Industrial Park, Gangtou Community, Bantian Street, Longgang District, Shenzhen
  5. Shipping: Send the return package to the address provided by our team within 7 days of receiving your RMA.(Note:There is no requirement on the mailing method, but cash on delivery is not accepted.)

Refund Processing

  • Refund Timeframe: Refunds will be processed within 5-7 business days after we receive and inspect your returned items.
  • Refund Method: Refunds will be credited back to your original payment method.
  • Restocking Fee: A 15% restocking fee may apply for certain items. This fee, along with return shipping costs, will be deducted from your refund.
  • Note:
    • This fee may be incurred alongside the customization modification fee:
      1. If a size modification fee (25%) has been paid but the product is still unsuitable and returned, an additional restocking fee (15%) will apply.
      2. If no size modification fee (25%) has been paid but the product is returned due to unsuitability, a restocking fee (15%) will still apply.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item following the steps above and place a new order for your desired item.

Defective or Damaged Items

In the rare event that your item arrives damaged or defective, please contact us immediately at [support@veilveil.com] with photos and a description of the issue. We will arrange for a replacement or refund, including covering the return shipping costs.

Contact Information

For any further questions or assistance, please don’t hesitate to reach out to us at [support@veilveil.com]. Our customer support team is here to help.