Legal
Cancellations
A change of heart shouldn't cost you. Any order on Veil Vault can be cancelled with a full refund — no fee, no questions asked — up until the moment the seller marks it shipped. After that, the piece is on its way, and the return window takes over. This page tells you exactly how, in plain words, before you buy.
Last updated: August 18, 2026
Cancellation, plainly
If you buy a piece and then change your mind — the gala moved, the color doesn't feel right, you found another gown — you can cancel while the order is still unshipped. There's no cancellation fee and no reason required. Cancellation is a simple, honest door out of a purchase you haven't received.
The only rule: cancel before the seller marks the order shipped. Once a piece is on its way, it's a returns question rather than a cancellation.
How to cancel
Cancelling takes less than a minute. From your order dashboard, open the order and choose Cancel order — the request is instant and doesn't need anyone's approval. If you'd rather write, email help@veil-vault.com with your order number and a human will take care of it for you.
What happens when you cancel
Because cancellation happens before anything moves, there's nothing to send back and nothing to lose:
- You're refunded in full, to the original payment method. Stripe processes the refund — it typically appears within a few business days, depending on your bank.
- The listing returns to available in the Vault, ready for the next buyer.
- The seller is notified, so nothing ships.
Once a piece is on its way
When the seller marks an order shipped, cancellation closes — the piece is in transit, and the sale is in motion. If it isn't right when it arrives, the return window applies instead: three days after you confirm receipt, or up to 14 days after shipping, to report a problem. Returns cover the piece arriving not as described, damaged in transit, or being the wrong item — fit isn't a covered ground in a pre-loved marketplace, so compare the listing's measurements before you buy.
Quick answers
The essentials, in one place:
- Is there a fee to cancel? No — cancellation is free, for any reason, while the order is still unshipped.
- Can I cancel after the seller ships? No — once it's shipped, the return window applies instead. See above.
- How long does the refund take? Stripe processes refunds to the original payment method; it typically appears within a few business days.
Contact
A cancellation that isn't going through? Write to us at help@veil-vault.com with the order number and what happened. A human reads every message and replies within two business days. You can also read how returns & refunds work, or our full Terms of Service.
Contact
Having second thoughts?
Cancel from your order dashboard while the order is unshipped — or write to us with your order number and we'll take care of it. A human reads every message and replies within two business days.
help@veil-vault.comWe reply within two business days