Legal
Returns & Refunds
A marketplace, not a store — but that doesn't mean you're on your own. Veil Vault processes every payment and holds the seller's payout until the return window closes, so a sale that isn't right can be made right. This page tells you exactly how, in plain words, before you buy.
Last updated: August 18, 2026
A marketplace with protection built in
Veil Vault connects individual buyers and sellers of pre-loved formalwear. We don't own the pieces, and every sale is an agreement between buyer and seller — but we do process the payment, and we hold the seller's payout in the platform balance until the return window closes. That hold is what makes returns real: an approved return is reversed before the money moves, not after.
The plainest version: when you buy, your payment goes through Stripe, and the seller isn't paid until the return window closes — three days after you confirm receipt, or 14 days after shipping at the latest.
Your window to report a problem
When your order is marked shipped, the return window opens. You have three days after confirming receipt to report a problem — and if you never confirm, the window stays open until 14 days after shipping. Reporting a problem pauses the seller's payout while it's reviewed.
- Item not as described — the piece doesn't match the listing's condition, color, measurements, or story.
- Damaged in transit — the piece arrived harmed despite (or regardless of) careful packing.
- Wrong item — what arrived isn't what you ordered.
What returns don't cover: fit. Pre-loved formalwear is sold as-is on size and measurements, so a piece that doesn't fit isn't a return. Compare the listing's measurements before you buy, and message the seller with any questions — most are happy to share more.
What happens on an approved return
If your report is approved, you're refunded in full — the item and the shipping you paid — and the piece returns to the Vault, ready for the next buyer. A return label is provided the same way the original label was; its cost comes out of the seller's held payout, because a sale that's reversed isn't a sale. You'll be told plainly what's happening at every step.
Changed your mind?
Any order can be cancelled with a full refund up until the moment the seller marks it shipped — right from your order dashboard, and the piece returns to the Vault. Once a piece is on its way, it's a returns question rather than a cancellation. See our FAQ for the quick version.
Ask before you buy
Pre-loved is pre-loved: no two pieces are alike, and the best questions happen before the purchase, not after. Before you order, we recommend you:
- Read the listing's full description — condition grade, measurements, and the piece's story are all there for a reason.
- Request additional measurements or photos from the seller if anything matters to you — most sellers are happy to share.
- Compare measurements to a garment you own and love — that's the truest size chart.
- Check the seller's profile, history, and reviews from past sales.
Damage in shipping
Veil Vault provides the prepaid label for every sale, so every order ships with tracking. If a piece arrives damaged, report it within your return window — damaged in transit is one of the covered grounds above. When you report, include photos of the damage and the packaging; it helps everyone reach a fair answer faster.
Contact
A dispute that needs a referee? Write to us at help@veil-vault.com with the item's name or link and what happened. A human reads every message and replies within two business days. You can also read how the marketplace and its fees work, or our full Terms of Service.
Contact
Something arrived wrong?
Report it from your order dashboard within the return window — or write to us with the item's name or link and what happened. A human reads every message and replies within two business days.
help@veil-vault.comWe reply within two business days