Refund policy

Effective Date: 06/17/2026 VF Veil Frequency — veilfrequency.com

Our Promise

The majority of items we sell are custom-made to order, specifically for you. Because your order triggers a unique production run the moment payment is confirmed, we have a focused returns policy built around one principle: if it’s our fault, we fix it completely. If it’s a fit or preference issue, we’re transparent that custom items cannot be restocked or resold. We maintain discretion to issue (1) correction per customer.

What We Cover: Manufacturing Defects

We stand fully behind the quality of every item we produce. If your order arrives with any of the following issues, you are entitled to a full replacement or a full refund — your choice, no questions asked:

  • Wrong item received (wrong design, wrong size, wrong product entirely)

  • Significant print misalignment (design visibly off-center by more than 1 inch)

  • Clear print quality failure (blurry, cracked, or severely faded print upon arrival)

  • Significant color deviation (colors that are clearly and obviously wrong — not minor monitor calibration differences)

  • Structural production damage (holes, fraying, or fabric damage caused during printing or finishing)

  • Garment arrives with a pre-existing fabric defect

Time window: You must submit your claim within 14 calendar days of your confirmed delivery date.

You do not need to return the defective item. We will never ask you to ship something back at your expense for a defect that was our error.

How to Submit a Defect Claim

Email us at [support@veilfrequency.com] with the following:

  1. Your order number in the subject line

  2. A brief description of the issue

  3. Clear photographs of the item laid flat on a surface in natural lighting — showing both the defect area and the full garment

We respond to all claims within 2 business days. Once approved, replacements are dispatched within 3 business days. Refunds are returned to your original payment method within 5–10 business days depending on your bank or card provider.

What We Are Unable to Cover

For every item made specifically to your order, we are not able to accept returns or issue refunds for:

  • Sizing issues. Every product page displays a detailed size guide before purchase. We strongly encourage customers to measure themselves and compare before ordering. We cannot accept size-related returns on custom items.

  • Buyer’s remorse or change of mind. Once an order enters production, it cannot be cancelled, modified, or returned on preference grounds.

  • Minor color variation. Small differences between on-screen mockups and the finished garment are normal and expected due to monitor settings and fabric dye-lot variation. Variations within approximately 10% of the displayed color are not considered defects.

  • Damage from improper care. If the garment is damaged through washing or care that contradicts the care label instructions, this falls outside our defect coverage.

  • Carrier delays. We provide tracking on every order but do not control carrier operations or delivery timelines.

 

Legal jargon aside, send an email and explain your grievance, the founder will personally review it and make a final decision. 

Lost & Undelivered Packages

If your tracking shows “Delivered” but you have not received your package:

  1. Check around your property, mailbox, building reception, and with household members

  2. Allow 6 hours — carrier scans can occasionally register before physical delivery

  3. If it is still missing after 12 hours, someone probably hijacked your frequency. Contact us and we will open a carrier trace investigation

Carrier traces typically resolve within 3–5 business days. If the carrier confirms a delivery failure on their end, we will send a replacement at no additional cost to you.

If your tracking has shown no movement for 3 or more consecutive days after the shipment date, contact us immediately and we will investigate.