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RETURN & EXCHANGE POLICY (Online Orders)

 

It is our priority that you are delighted with everything you purchase from Garter & Veil and for that reason we are available to answer as many questions as you have about our pieces prior to purchase,

you can contact us by email at Studio@garterandveil.co.uk

We also offer a complimentary design consultation in the Boutique in Storrington West Sussex or via video call or online.

You can book your appointment here: BOOK AN APPOINTMENT

 

For all online orders placed on our website Garter & Veil offer a full refund within 14 days from receiving your item as long as all items are in their original condition, unworn with original tags and packaging intact. 

We now also accept returns on earrings provided their hygiene seal is intact and has not been tampered with.

(exclusions apply to all returns, see below)

Please read our full returns policy for specific details on your return. 

If you have purchased through one of our stockists please contact them regarding a return.

Please note that purchases made in our store at 11 West Street Storrington are non returnable. 

This policy does not affect your statutory rights in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

 

RETURNS POLICY

For any purchase made on our website www.garterandveil.com you will be entitled to return a product to us and receive a refund where:

(a) we receive a return request within 14 calendar days from the date you receive your order (as noted by our delivery partner), and we receive the returned product within 14 calendar days of receiving this return request;

(b) the returned product is unused, in its original packaging, and otherwise in a condition enabling us to sell the product as new;

(c) none of the exclusions set out below apply.

 

RETURNING YOUR PURCHASE

To return your item please email studio@garterandveil.co.uk to request a return, please include your original purchase details. 

You will be responsible for paying all postage costs associated with returns. Garter & Veil will not take any responsibility and cannot process a refund for items that are not received so we recommend returns are sent through a trackable delivery service, ensuring it is appropriately insured. 

Items must be returned within 14 days of registering your return in their original packaging in unused condition. 

If we suspect that any item(s) have been used or worn, are soiled, intentionally damaged or show signs of wear like hairspray, makeup or that smell of any odour/ perfumes a refund will be refused and the item returned to the customer. 

Items that arrive damaged due to improper packaging or that are unidentifiable will not be exchanged or refunded.

 

Returns received outside of the above stated timelines will not be accepted ( 14 days  of receipt of item) and refunds will be issued within 14 days of receiving your return. 

 

EXCLUSIONS

The following products may not be returned under this policy:

(a) Bespoke, customised or personalised goods  - which means pieces that have been changed/amended/adjusted in style, colour, or fit from the standard style offered on our website or those made specifically to a design created for you. 

(b) Veils - all veils are made to order and designed to the customers specific requirements, using specific material and techniques requested. They are therefor considered bespoke and cannot be returned. 

(c) Garters, these pieces are made to order to a specified size and are therefore personalised. 

(d) Earrings cannot be returned if their hygiene seal has been broken or tampered with. 

INTERNATIONAL ORDERS & CUSTOMS FEES

 

Please note that purchases made from outside of the UK may be charged customs fees by the delivery provider once your parcel reaches your country. These charges are made at the discretion of your country of residence and are not controlled by Garter & Veil.

It is your responsibility as the customer to pay these charges, if you decide to not pay any customs fees to release the package, the package will default and be returned to us. 

Please note if you default the package, any default charges issued from the delivery provider to us for an uncollected parcel, plus any international courier charges will be deducted from your refund. A receipt of these charges will be sent to you via email as evidence. 

INTERNATIONAL RETURNS

Please follow the above directions for returns - however please note:

We are not responsible for paying any customs or duty charges for the return of your goods. 

If a customs declaration form is required for your return, ensure to correctly mark the goods as a 'Returned Item'.

In the instance that the parcel is incorrectly marked and a customs fee is incurred, this will be deducting from your refunded total. A receipt of these charges will be sent to you via email as evidence.  This may also delay the returns process.

The return can only be processed once the items are received, please make sure the parcel is traced and insured. 

RETURNS ACCEPTED FOR ORDERS PLACED ON OR AFTER 20th OCTOBER 2023

 

DAMAGED ITEMS

As a part of our service, we pay great attention to handling each piece with care.

Our products are checked, photographed and carefully hand packaged before they are handed over so it is extremely unlikely any pieces will ever leave us damaged - however, occasionally the delivery service will handle a package roughly and the contents may become damaged in transit. 

In this case, we will happily replace the item for you and cover the re-delivery costs ourselves. 

We will not refund or exchange damaged items, we only replace them with the same item (like for like).

Any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty.

We cannot accept any responsibility for any variations in the products due to the device you are viewing the photo or video from. Every effort is made the represent our products accurately but due to their handmade nature and natural qualities of the materials used, some variations in the colour or shape can occur. These variations are not considered a fault and will not be accepted as damage. 

If you believe your products are damaged please notify us immediately upon receipt and include evidence of any damaged packaging.

 

REFUNDS

 

We will happily provide a refund to you within 14 days once the item(s) have reached us safely. We will notify you by email once a return has been received. 

We will refund any money received from you using the same method originally used to pay for your purchase, we do not hold any bank details used for the purchase, and refunds will be handled securely by our third-party provider - we can only refund the original purchaser by the original method without exception.

CUSTOMER AGREEMENT

By placing your order online or in store you acknowledge, agree and accept all of the Garter & VEIL LTD shop policies and acknowledge, agree and accept that all orders fall under a no refund or cancellation policy as detailed in the Returns Section. Gift Cards are non cancellable, non refundable and cannot be exchanged for monetary value.  

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