Return and Refund Policy

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RETURNS

We do not offer refunds due to change of mind. 

In addition to your statutory rights, we will happily offer an exchange for a different size or item, as long as the below conditions are met.

Any returns are paid upon the customer’s expense.

Items may be sent back provided they comply with the following statements:

• The item is unworn and in original condition with all tags still attached.
• The item is not a sale item.  
• The item is returned (handed into your local Post Office) to us within 10 days from delivery date.
• The original sales receipt is present.

Veil of Paradise reserves the right to deny an exchange if the merchandise does not meet the above qualifications being: returns beyond the return period limit, items which are not in the original condition in which they were received or it is a sale item. If this is the case, the package will be simply returned back to the customer at the cost of the customer.

Returns are dealt within 2-3 business days after receiving the parcel. You will be contacted to inform you of updates with your return order.

Within your return parcel, please keep inside a handwritten note that states your full name, order number and request for exchange (specify the item). 

If an item you want to exchange for is out of stock, the value of the item will be refunded or an alternative item may be selected for the same price.

We recommend shipping your package using a trackable method. We cannot accept responsibility for packages we do not ship. Please keep the tracking details for your records.

You will receive an email once your return has been processed. Please allow 2-3 business days from the time we receive your return for it to be processed.

NON-RETURNABLE ITEMS

We do not offer credit or exchange for change of mind purchases on sale items.

IF YOU RECEIVED A FAULTY ITEM

If you received a faulty item, please contact us via  customersupport@veilofparadise.com.au to resolve your matter. It is preferred you contact us within 10 days after receiving your parcel, or else your return/claim will not be accepted.

FAULTY RETURNS

We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition when delivered to you. However, in the unlikely case of an item being delivered as faulty, we will be happy to provide you with a replacement, store credit or full refund provided the below conditions are met:

• The item is unworn and in original condition with all tags still attached.
• The item is not a sale item.  
• The item is returned (handed into your local Post Office) to us within 10 days from delivery date.
• The original sales receipt is present.
• You notify us within 10 days from the delivery date 

Once your refund has been approved by our staff and a refund notification email is sent to you, it may take 5-7 business days for the funds to reflect in your account, we appreciate your patience during this period.

UNCLAIMED PARCEL

When we receive a returned parcel due to it being unclaimed, the customer will be contacted via email to confirm if the order is still wanted. If so, payment of postage fee will be required to re-dispatch. If customer chooses to cancel the order, the order excluding shipping fee will be refunded. 
Once the refund takes place, an automated email will be sent to the customer. 

IF YOU DID NOT RECEIVE YOUR ORDER

If you did not receive your order, please contact us via  customersupport@veilofparadise.com.au to resolve your matter. It is preferred you contact us within 3 weeks from the date your order was placed, or else your claim will not be accepted.

CANCELLATION POLICY

Orders cannot be cancelled once the order is confirmed. 

CHANGES TO ORDERS

We do accept any changes made to an order once it has been placed. 

HAVE ANY QUESTIONS? 

For any further enquiries, do not hesitate to email us via enquire@veilofparadise.com.au 

We will aim to respond to you within 2-3 business days.