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📦 Shipping and Delivery
Q: How long will it take to receive my order?
A: All orders are processed within 1-3 business days. Standard shipping to the US takes 7-15 business days, and international shipping takes 10-20 business days after processing.
Q: How can I track my order?
A: Once your order ships, we’ll send a confirmation email with your tracking number and a link to track your package. Please allow 24-48 hours for tracking information to update.
Q: Do you ship internationally?
A: Yes, we ship worldwide to most countries. Please note that customers are responsible for any customs fees, import taxes, or duties charged by their local customs office.
Q: Do you guys provide customer support during weekends / holidays?
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
🔄 Returns and Refunds
Q: What is your return policy?
A: We offer a 30-day hassle-free return policy. Items must be returned in their original, unworn, undamaged condition with all tags and packaging intact. Custom, engraved, sale, and clearance items are final sale.
Q: How do I initiate a return or exchange?
A: To start a return, please contact us at services@veilhinge.com with your order number, item details, and reason for return. We’ll provide a return authorization number (RA#) and return instructions. Returns sent without an RA# will not be accepted.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is defective, damaged, or we sent the wrong item. We cover the cost of shipping replacements for approved exchanges.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, refunds are processed to your original payment method within 5-7 business days. Your bank may take additional time to post the refund to your account.
💍 Product and Sizing
Q: How do I find my ring size?
A: Most of our rings are adjustable, fitting US sizes 5-12. For fixed-size rings, you can find our full size guide here, including a simple paper/string measurement method.
Q: What materials are your jewelry made of?
A: We use high-quality, hypoallergenic, tarnish-resistant silver-tone metal, alloy, and genuine gemstones like moonstone. All materials are nickel-free and safe for daily wear.
Q: Do you offer custom or engraved jewelry?
A: Yes, we offer custom engraving on select pieces. Please contact us at services@veilhinge.com for custom inquiries. Custom items are final sale and cannot be returned.
Q: How do I care for my gothic jewelry?
A: To keep your pieces in perfect condition, avoid contact with water, perfume, and harsh chemicals. Store them in a dry, cool place, and gently polish with a soft cloth as needed.
📋 Order and Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay for secure checkout.
Q: Can I modify or cancel my order after placing it?
A: We can modify or cancel orders within 24 hours of purchase. Once your order has been processed and shipped, we cannot make changes or cancellations.
Q: Do you offer gift wrapping?
A: Yes! We offer premium gothic-themed gift wrapping for all orders. You can select this option at checkout, perfect for gifting to your loved ones.
📧 Contact and Support
Q: How can I contact customer service?
A: You can reach us at services@veilhinge.com. We respond to all inquiries within 1-2 business days, Monday to Friday (PST).
Q: Where is Veilhinge based?
A:Veilhinge is an international brand with offices and facilities in Arizona, Wyoming, the United States, and across locations in Hong Kong, allowing us to better serve dark aesthetic lovers everywhere.