Refund policy

VEILA Return & Refund Policy

RETURN & REFUND POLICY

At VEILA, we want you to shop with confidence. If there is an issue with your order, we’re here to help.

1. Returns

Due to hygiene and product care reasons, all VEILA hijabs and fashion items sold are non-returnable and non-exchangeable once delivered, unless the item received is:

  • wrong item sent
  • defective or damaged upon arrival
  • missing from your order

To be eligible for a return, refund, or replacement request, you must contact us within 3 days of receiving your parcel with:

  • your order number
  • clear photos/videos of the item
  • a brief explanation of the issue

2. Refunds / Replacements

Refunds, replacements, or store credit may be offered only in the following cases:

  • you received the wrong item
  • the item arrived damaged or defective
  • an item is missing from your order

If your request is approved, we will decide on the most suitable resolution, which may include:

  • replacement of the item
  • store credit
  • partial or full refund, where applicable

Refunds will not be provided for:

  • change of mind
  • dislike of colour/fit/material after purchase
  • minor measurement differences
  • orders placed incorrectly by the customer
  • delays caused by courier, failed delivery attempts, or incorrect shipping details provided by the customer

3. Non-Returnable / Non-Refundable Items

The following are not eligible for return or refund unless faulty or incorrect:

  • sale / promotional / discounted items
  • items purchased during special campaigns or clearance
  • items damaged due to misuse, improper handling, or normal wear and tear

4. Order Cancellations

Once an order has been placed, it cannot be cancelled or changed after it has been processed or packed for shipment.

If you need urgent help with your order, please contact us as soon as possible and we will do our best to assist before dispatch.

5. Return Shipping

If a return is approved due to an error on our side (wrong item, defective item, etc.), we will advise you on the return process.

VEILA reserves the right to request the item to be returned before issuing a replacement or refund.

6. Contact Us

For return, refund, or order issues, please contact us through the Contact Us form on officialveila.com.

Please include your order number in all correspondence so we can assist you faster.