FAQ
Orders
How do I place an order?
Choose the bag, select a colour, add it to the cart and check out. You do not need an account to order, though creating one lets you see past orders.
Will I get an order confirmation?
Yes. A confirmation email is sent as soon as the order goes through. If it has not arrived, check your spam folder, then email us and we will resend it.
Can I change my order after placing it?
Yes, at any point before the order ships. Email us with your order number and what you want changed. Once an order has been dispatched it cannot be altered.
Can I cancel an order?
Yes, as long as it has not shipped yet. Email us with your order number. If it has already been dispatched, you can return it once it arrives.
Shipping & Delivery
How much does delivery cost?
Standard delivery is free on every order within the United States.
Where do you deliver?
We deliver within the United States. We do not ship internationally at present.
How long will delivery take?
Orders are processed in 1 to 3 business days, then take 3 to 7 business days in transit. Most orders arrive within 4 to 10 business days of being placed.
How do I track my order?
A tracking link is emailed once your order is dispatched. Tracking can take a day to begin updating after you receive it.
What if my address was wrong?
Email us as soon as you notice. If the order has not shipped we can correct it. Once it has shipped, the parcel has to complete delivery or be returned to us before it can be sent again.
Payments
What payment methods do you accept?
Major credit and debit cards, including Visa, Mastercard, American Express, Discover, Diners Club, JCB, Maestro and Visa Electron, along with several digital wallets. Which options appear depends on your card issuer, your device and your location at checkout.
When am I charged?
Payment is taken at checkout. Orders are not processed or shipped before the payment has been authorised.
What currency are prices in?
All prices are shown and charged in US dollars.
My payment failed. What now?
Check the card details and billing address, then try again. If it fails a second time, contact your bank or card issuer, as the decline usually comes from their side rather than ours.
Returns & Refunds
What is your return window?
You have 30 days from the delivery date to start a return.
What condition does the bag need to be in?
Unused, in the condition it arrived, with all tags and original packaging. Bags showing wear or damage from use cannot be returned.
Who pays return postage?
If you are returning because you changed your mind, you cover the return postage. If the bag arrived damaged, faulty or was not what you ordered, we provide a prepaid label and cover the cost.
How long does a refund take?
Refunds are processed within 5 to 10 business days of the returned item reaching us. The refund goes back to the payment method used for the order.
Can I exchange instead of returning?
Exchanges are offered where stock allows, and only for items that arrived damaged, faulty or incorrect. Contact us before sending anything back. Where an exchange is not possible we refund instead.
Is there a restocking fee?
No. Nothing is deducted from an eligible refund.
Customer Support
How do I contact you?
Email support@veilto.shop. Include your order number if your question is about an existing order, as it lets us answer without a second exchange.
What can support help with?
Checking measurements against what you carry, confirming which colours are listed for a bag, changing or cancelling an order before dispatch, and starting a return.
Contact Information
- Business Name : Veilto
- Email : support@veilto.shop
- Telephone : +1 (860) 287-6808
- Business Address : 22 Walker St, Lenox, MA 01240, United States
- Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM
