Refund policy

 

Refund and Return Policy

We want you to feel confident with your piece. If something is not right, you may request a return within 30 days after receiving your order.

To be eligible for a return, the item must be unused, unworn, and in its original condition and packaging. Proof of purchase is required.

To start a return, contact us at hello@veilloom.com with your order number and the reason for your return.

If your return is accepted, we will send return instructions. Items sent back without first requesting a return may not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping fees, if any, are non-refundable.

Damages and Issues

Please inspect your order when it arrives. If the item is damaged, defective, or incorrect, contact us as soon as possible so we can evaluate the issue and make it right.

Natural Crystal Variations

Our pieces are made with natural or semi-natural crystal materials. Variations in color, pattern, size, texture, translucency, inclusions, and internal markings may occur. These natural characteristics are not considered defects.

Non-returnable Items

Custom, personalized, or made-to-order pieces cannot be returned unless they arrive damaged, defective, or incorrect.

We cannot accept returns on items that have been worn, used, altered, damaged after delivery, or returned without original packaging.

Sale items and gift cards are not returnable.

Exchanges

We do not process direct exchanges. Once your return is accepted, you may place a new order for another piece.

Refunds

After we receive and inspect your return, we will let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.

If more than 15 business days have passed since your refund was approved, contact us at hello@veilloom.com.