RETURNS | Garter and Veil

At Garter & Veil, it’s incredibly important to us that you feel confident and delighted with every piece you choose. As all items are handcrafted to order — often involving time-intensive, artisanal processes — we encourage you to reach out with any questions before purchasing.

We’re always here to support you in selecting the right design for your bridal look, you can contact us at studio@garterandveil.co.uk or if you would like a little more guidance, we also offer a complimentary online design consultation, which you can book here: BOOK AN APPOINTMENT.

Because each piece is created especially for you, we aim to help you make the right choice from the outset, minimising the need for returns wherever possible which supports the sustainability of our small-batch, artisan process.

RETURN POLICY SUMMARY

For all online orders placed via www.garterandveil.com, we offer a refund within 14 days of receiving your item, provided the piece is:

Unworn and unused
In its original condition
Returned with all tags and packaging intact
Not part of the excluded categories listed below

We now also accept returns on earrings, provided their hygiene seal is fully intact.

If you purchased through one of our stockists, please contact them directly to arrange your return.

Please note: Purchases made in our Storrington store are non-returnable.
This policy does not affect your statutory rights.

RETURNS POLICY – Full Details

You are entitled to a refund when:

You submit a return request within 14 calendar days of receiving your order (based on delivery provider tracking).
We receive the returned item within 14 days of your return request.
The item meets all conditions of being unused, undamaged, and in resalable condition.
None of the exclusion categories apply.

RETURNING YOUR PURCHASE

To begin a return, please email studio@garterandveil.co.uk with your order details.

Return postage costs are the responsibility of the customer.
Please use a trackable and appropriately insured service. We cannot process refunds for parcels not received.
Items must be returned within 14 days of registering your return.
Items showing signs of wear (including hairspray, make-up, perfume, residue, stretching, or damage) will not be accepted.
Items damaged due to poor packaging or returned without identification cannot be refunded or exchanged.

Returns received outside the stated timelines will not be accepted.

Refunds will be issued within 14 days of receiving your return.

EXCLUSIONS

The following items cannot be returned:

Bespoke, customised, or personalised pieces, including designs modified from our standard styles.
Veils, as each one is made to order to your individual length, finish, and specification.
Garters, which are made to your chosen size and therefore considered personalised.
Earrings with a broken or tampered hygiene seal.

INTERNATIONAL ORDERS & CUSTOMS FEES

Orders shipped outside the UK may incur customs charges upon arrival in your country. These fees are determined by your local customs authority and are the responsibility of the customer.

If customs fees are not paid and the parcel is returned to us, any associated courier or default charges will be deducted from your refund. Evidence of these charges will be provided.

INTERNATIONAL RETURNS

International customers must follow the return steps above. Please note:

We do not cover customs/duty fees for returned items.
Customs forms must be marked clearly as “Returned Goods”, or fees incurred will be deducted from your refund.
Returns can only be processed once the parcel has safely reached us. We strongly recommend tracked and insured postage.

DAMAGED ITEMS

Each piece is carefully checked, photographed, and hand-packaged before leaving our studio. Very occasionally, damage may occur during transit. If this happens:

We will replace the item like-for-like at no cost to you.
We do not offer refunds or exchanges for damaged items — only replacements when a damaged item is returned.
Damage resulting from wear, improper handling, or accidental damage is not considered a manufacturing fault.

Please notify us immediately upon receipt if your parcel arrives damaged, and include photos of both the item and packaging.

REFUNDS

Refunds are issued within 14 days of receiving your return and will be processed using the original payment method.
For security, we do not store card or bank details; all refunds are handled securely through our payment provider.

CUSTOMER AGREEMENT

By placing an order online or in store, you acknowledge and agree to the terms outlined above. Gift cards are non-refundable and cannot be exchanged for monetary value.

GARTER & VEIL