Veil & Flame Store Policies

Ordering

All purchases must be completed through our website or in person. Veil & Flame does not accept orders through Messenger, DMs, or social media chats. This ensures secure payment, accurate order details, and full protection under our shop policies.

Suspicious or high‑risk orders may be canceled at our discretion.


Addresses & Shipping

Customers are responsible for entering a complete and accurate shipping address at checkout. Veil & Flame is not responsible for orders shipped to an incorrect address provided by the customer.

If an address appears incomplete or questionable, we will email for confirmation. Lack of response may delay the order.

Orders cannot be rerouted after purchase. Any address change requires the order to be canceled and repurchased.

Once a package is scanned by USPS/UPS, it is out of our hands.

Lost or Stolen Packages

Veil & Flame is not responsible for lost or stolen packages. Shipping insurance is available at checkout and is the customer’s responsibility to purchase.

Shipping fees are non‑refundable.


Returns & Restock Fees

Returns are accepted on a case‑by‑case basis.

Customers are responsible for all return shipping costs. A 15% restock fee applies to all returned items unless the issue is a confirmed Veil & Flame error.

Shipping fees are never refunded.

Refunds are issued only after the returned item is received and inspected. Please allow 7–10 business days for processing once the return arrives.


Damaged Items

If an item arrives damaged:

  • Contact us within 48 hours of delivery.

  • Provide clear photo or video proof of the damage and packaging.

  • Once verified, we will replace or refund the item.

  • Refunds for damaged items are issued only to the original payment method.


Refunds

Refunds are issued only to the original payment method used at checkout. We do not issue refunds through alternate platforms (CashApp, Venmo, Zelle, etc.).

Refunds are processed after the returned item is received and inspected (7–10 business days).

Shipping fees are non‑refundable.


Fraud Prevention

To protect both buyer and maker:

  • We do not accept DM orders.

  • We do not reroute packages after purchase.

  • We do not refund to alternate payment methods.

  • We require proof for all damage claims.

  • We reserve the right to cancel suspicious orders.

These policies ensure clarity, fairness, and safety for all Veil & Flame customers.