Returns
RETURNS
In addition to your statutory rights, if you change your mind we will happily offer an exchange for a different size or item, or return for a store credit with no expiry. Please choose carefully as we do not refund.
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. ANY purchase/s made of formal dress/s during 17th Sept- 29th Sept 30% Off sale is non-returnable.
-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 Faith reserves the right to deny a credit note or 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 from cutomerservice@veiloffaith.com.au to inform you of updates with your return order.
RETURNS HOW-TO:
The return postage is on the expense of the customer. Send your return to:
VEIL OF FAITH
Shop 2 & 3/ 198 Waterloo road,
Greenacre 2190 NSW
Australia
+61450 133 155
For international customers, you may include email customerservice@veiloffaith.com.au
Within your return parcel, please keep inside a handwritten note that states your full name, order number and request for exchange (specify the item) or store credit. Store credits have no expiry and can be used in store and/or online. We do not refund.
If an item you want to exchange for is out of stock, the value of the item you will be returning will be put through store credit.
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.
RETURNS IN-STORE:
Your online order can also be processed in-store. Customer must visit store within 10 days from delivered date.
NON-RETURNABLE ITEMS
We do not offer credit or exchange for change of mind purchases on sale collection items, outlet store collection, body tops, tights, scarves, headwear, bands, gift boxes, Be Enlightened candles & diffusers and accessories.
RECEIVED A FAULTY ITEM ?
If you received a faulty item, please contact us via customerservice@veiloffaith.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.
FLASH SALE PURCHASE / FRENZY SALE
Items purchased during flash sale periods can be returned for exchange or credit. It is items that are purchased from the SALE COLLECTION & FORMAL DRESS COLLECTION that are not eligible to return as they are final sale.
OUTLET PURCHASES
Please note it is provided in the description of each outlet store item, there are STRICTLY NO returns/ exchange/ store credit/ refunds on any item/s. If an item is deemed faulty, please read under the following heading 'received a faulty item?".
AFTERPAY RETURNS
Should you wish to return something you have purchased using AfterPay, the return process is still the same!
Please note: Your personal agreement with Afterpay is separate to Veil of Faith. This agreement still stands and it is the responsibility of the customer to continue in the scheduled fortnightly repayments.
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 item is unworn and in original condition with all the tags still attached.
You notify us within 10 days from the delivery date via customerservice@veiloffaith.com.au including the order number, a brief description of the fault in your item(s) as well as pictures that show the item fault to be assessed by our customer service team before the item is returned.
Please note: 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-despatch. 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.
DID NOT RECEIVE YOUR ORDER ?
If you did not receive your order, please contact us via customerservice@veiloffaith.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.
HAVE ANY QUESTIONS?
For any further enquiries, do not hesitate to email us via customerservice@veiloffaith.com.au . We will respond to you within 2-3 business days.