Refund policy
At Veil & Flame, every item is carefully created, packaged, and shipped with care. Because many of our products are handmade and intended for personal use, certain limitations on returns apply.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Used candles
- Perfumes or fragrance products
- Ritual oils
- Custom or personalized items
- Clearance, seasonal, or limited-edition items
- Items showing signs of use
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact Veil & Flame within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Photographs of the item and packaging
We will review the situation and work with you to determine an appropriate solution, which may include replacement, store credit, or refund.
Returns for Unused Items
Unused, unopened, non-custom items may be eligible for return within 14 days of delivery.
Customers are responsible for return shipping costs unless the return is due to our error.
Returned items must be received in original condition before a refund can be issued.
Fragrance and Scent Preferences
Scent perception is highly personal and varies from person to person.
Because fragrance products cannot be resold once opened, we cannot accept returns based solely on personal preference, scent strength, or a fragrance not meeting individual expectations.
We encourage customers to read product descriptions carefully before purchasing.
Questions?
If you have questions regarding a return, refund, or damaged order, please contact:
studio@veilandflameshop.com