Refund policy
Returns & Refunds
At Velvet Veil Atelier, each fragrance decant is carefully prepared and packaged for your order. Because fragrance products are personal-use items and product integrity cannot be verified once they have been delivered, we do not accept returns or exchanges for preference-based reasons, including dislike of a fragrance, change of mind, or ordering the incorrect scent or size.
Damaged, Leaking, or Incorrect Orders
If your order arrives damaged, significantly leaked, or you receive an incorrect item, please contact Velvet Veil Atelier as soon as possible after delivery. Please include your order number and clear photographs of the item and packaging so that we can review the issue and determine the appropriate resolution.
When Velvet Veil Atelier is responsible for an error, we will work to make it right.
Lost or Missing Packages
If tracking has not shown delivery and your package appears to be lost in transit, please contact us so that we can assist with reviewing the shipment and, when appropriate, opening an inquiry with the shipping carrier.
If carrier tracking shows an order as delivered but you cannot locate it, please first check the delivery area, household members, neighbors when appropriate, parcel lockers, and your local carrier. Velvet Veil Atelier may assist with a carrier inquiry when possible. A delivered tracking status does not automatically qualify an order for a refund or replacement.
Cancellations
Cancellation requests should be submitted as soon as possible after an order is placed. Because orders may begin processing quickly, cancellation cannot be guaranteed once preparation or fulfillment has begun.
Order Issues
Please contact us promptly if there is a problem with your order. We review order concerns individually and reserve the right to request photographs, packaging information, carrier documentation, or other reasonable information necessary to investigate a claim.
Nothing in this policy limits any rights available to you under applicable law.