Refund policy
Return Eligibility
- Return window. Returns must be started within 30 days of the delivery date.
- Condition. The bag must be unused and in the condition it arrived, with no marks, scuffs or signs of wear.
- Packaging. All tags must still be attached and the original packaging included.
- Proof of purchase. Your order number or order confirmation email is needed to process the return.
- Exclusions. Items damaged after delivery, and items returned after the 30-day window, are not eligible.
Return Period
You have 30 days from the day your order is delivered to start a return. The count begins on the delivery date shown by the carrier, not the order date.
Items That Cannot Be Returned
Bags that have been used, carried or altered cannot be returned. Neither can items returned without their tags or original packaging, or items where the 30-day window has passed. Gift cards, if offered, are not returnable.
Damaged, Defective, or Wrong Items
If your order arrives damaged, has a manufacturing fault, or is not the item you ordered, email us within 30 days of delivery with your order number and photographs showing the problem. We cover return postage in these cases and will replace or refund the item.
Restocking Charges
We do not charge a restocking fee. Nothing is deducted from an eligible refund. The only cost you may bear is return postage, and that applies solely to change-of-mind returns.
Return Shipping Cost
For change-of-mind returns, you pay the return postage. If the item arrived damaged, faulty or incorrect, we provide a prepaid return label and cover the cost.
Refund Processing
Refunds are issued to the original payment method. Once your return reaches us and passes inspection, the refund is processed within 5 to 10 business days. Your bank or card issuer may then take a few days more to show it on your statement.
Return Method
Returns are sent back by mail. Email us first with your order number so we can confirm the return and, where we are covering the cost, send you a prepaid label. Package the bag so it is protected in transit, as damage caused on the way back can affect the refund.
Return Address
Write your order number on a slip inside the parcel, or on the outside of the box. Returns arriving without an order number cannot be matched to an account and take longer to process. Send returns to 22 Walker St, Lenox, MA 01240, United States.
Exchanges
Exchanges are offered where stock allows, and only for items that arrived damaged, have a manufacturing fault, or were supplied incorrectly. Contact us before sending anything back so we can check availability. Where an exchange is not possible, we refund the item instead.
Order Cancellations
Orders can be cancelled at any point before they ship. Email us with your order number. Once an order has been dispatched it can no longer be cancelled, and it would need to be returned once it arrives.
Refused Deliveries and Undeliverable Orders
If a delivery is refused, or a parcel cannot be delivered and comes back to us, we will contact you. You can choose redelivery or a refund. Where the parcel was returned because of a refused delivery or an incorrect address, redelivery postage is charged to you.
Late or Missing Refunds
If your refund has not appeared within 10 business days of us confirming it, check with your bank or card issuer first, as posting times vary. If it still has not arrived, email us with your order number and we will trace it.
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
