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Return & Refund policy

VEIL LEEZ

Returns & Refunds Policy

Last updated: April 2026

Overview

At Veil Leez, we want you to love every piece you receive. If for any reason you are not completely satisfied with your order, we offer a straightforward returns process in line with your rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Please read this policy carefully before making a return. If you have any questions, our team is always happy to help.

1. Returns Window

You have 7 days from the date your order is delivered to notify us that you wish to return an item. Once we have been notified, you must return the item(s) to us within 7 days of that notification.

Please note: Returns requested outside of the 7 day window will not be accepted, unless the item is faulty or incorrect.

2. Eligibility Conditions

To be eligible for a return, items must meet all of the following conditions:

  • Returned within 7 days of delivery notification
  • Unworn and unwashed — items must not have been worn other than to try on
  • In original condition, free from perfume, deodorant, make up, or any other marks
  • All original tags and labels must be attached and intact
  • Returned in original packaging wherever possible
  • Not from an excluded category (see Section 4 below)

Important: Veil Leez reserves the right to refuse a return or deduct an amount from your refund if items are returned in a condition that suggests they have been worn, are soiled, or have been altered in any way.

3. How to Make a Return

Please follow these steps to initiate your return:

  • Step 1 — Contact us: Email us at Info@veilleez.com within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return. Do not send items back without contacting us first.
  • Step 2 — Await confirmation: Our team will respond within 2–3 business days with return instructions and a return address.
  • Step 3 — Package your item: Securely pack the item(s) with all tags attached. We recommend using the original packaging.
  • Step 4 — Post your return: Send your return using a tracked delivery service. You are responsible for the cost of return postage, and we strongly recommend retaining proof of postage. Veil Leez cannot be held responsible for items lost in transit.


4. Non-Returnable Items

For hygiene and health reasons, the following items cannot be returned or exchanged unless they are faulty or incorrect:

  • Hijabs, scarves, and head coverings
  • Face masks and niqabs
  • Prayer mats and prayer accessories
  • Jewellery and hair accessories
  • Gift items that have been opened or used
  • Sale and clearance items (these are final sale unless faulty)
  • Made to order or personalised items


5. Refunds

Once we receive and inspect your returned item(s), we will notify you by email of the outcome of your return.

Approved refunds: Refunds will be processed within 7–10 business days of us receiving the returned item(s). The refund will be applied to your original payment method. Please allow up to 5 additional business days for the funds to appear in your account, depending on your bank or card provider.

Delivery charges: Original delivery charges are non-refundable, unless the item was delivered to you in error or is faulty.

Partial refunds: A partial refund may be issued if an item is returned in a condition that shows signs of wear, damage, or if tags have been removed.

6. Exchanges

We are happy to facilitate exchanges for a different size or colour, subject to availability, within 14 days of delivery. To request an exchange, follow the same process outlined in Section 3. Please specify in your email that you would like an exchange and include the details of the replacement item you require.

Where an exchange is not possible due to stock availability, we will issue a full refund.

7. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact us at info@veilleez.com within 48 hours of delivery.

When contacting us, please include your order number, a clear description of the issue, and photographic evidence.

If a return is required, the item must be sent back to us for inspection. Once received, we will assess the item to determine whether the issue is due to a manufacturing fault or if it is consistent with the intended design and production.

If the item is confirmed to be faulty, Veil Leez will cover the cost of return shipping. You will then be entitled to one of the following options:

- A full refund to your original payment method (including the original delivery charge)
- A replacement item sent at no additional cost if the item is in stock . 

If the item is found not to be faulty, we will notify you with our findings and discuss the next steps.

8. Contact Us

If you have any questions about our Returns Policy or your order, please get in touch:

  • Email: Info@veilleez.com
  • Website: veilleez.com

We aim to respond to all enquiries within 2–3 business days.