Refund policy

We take great pride in the craftsmanship and quality of our luxurious shawls and scarves. Each piece is carefully inspected before shipment to ensure it meets our highest standards.

All custom or made-to-order shawls are final sale and not eligible for return or exchange. This includes special requests, personalized pieces, and exclusive collaborations.

Items purchased during private sales or with final sale designation at checkout are also not eligible for return. Discounts cannot be applied retroactively to past purchases.

Shawls from our Ready-to-Wear collection may be eligible for return on a product-by-product basis. Please check the Return section on the specific product page or review the item in your cart before purchasing. Some delicate fabrics and embellishments will display “final sale” at checkout due to their fragile nature.

We recommend trying on or inspecting your shawl promptly upon delivery, so you have enough time to initiate a return if eligible.

To request a return label, please contact us at countessveil@gmail.com within 14 days of delivery. Once you receive your label, the return package must be shipped back within 5 days of printing the label.

All returns must meet the following conditions:

  • Items must be in new, unworn, and unaltered condition.

  • All original packaging (including boxes, tissue, dust bags) must be included.

  • Returns that do not comply with this policy will not be accepted and will be sent back to you.

Please note:

  • A $25 restocking fee applies to all eligible returns within the contiguous United States.

  • A 15% restocking fee applies to all eligible returns from Hawaii, Alaska, Puerto Rico, Canada, or other international locations.

  • Refunds (minus shipping and restocking fees) will be issued to your original method of payment once the return passes our Quality Control inspection.

  • Any expedited shipping fees or custom production fees are non-refundable.

If you have any questions about the eligibility of your item or need assistance with your return, please email us at countessveil@gmail.com — we’re happy to h

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at countessveil@gmail.com. Please note that returns will need to be sent to the following address:

Countess Veil
444 Alaska Avenue
Suite #CFO032
Torrance, CA 90503
USA

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at countessveil@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at countessveil@gmail.com.

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