Returns & Exchanges

Due to the handmade and custom nature of our products:

  • Custom Veils are final sale and not eligible for returns, exchanges, or refunds.

  • Made-to-order veils may be exchanged or refunded only if order is canceled within 24 hours of purchase. Exchanged must cover any price difference.

  • Custom veil retainers are non-refundable

If you have any questions about your order before purchasing, please reach out—I’m happy to help!

Custom Veil Details

  • Your base fee includes a design consultation and 2 rounds of design revisions. Additional rounds are $25 each.

  • Lace and fabric are billed at cost, since every design is different. You’ll receive a clear quote before your retainer.

  • Add-ons: Blusher $75, lace appliqué labor from $150 (lace billed at cost), hand-sewn embellishments quoted after your application.

Processing Times

  • Custom veils: 3 months turn around before shipping and once veil is paid in full

  • Orders are shipped Monday-Saturday. You’ll receive a tracking number once your order has been shipped.

  • Rush spots are limited and available on request, with a rush fee of 25% of the base fee, due with your retainer.

Shipping & International Orders

  • Domestic and international shipping is available.

  • International customers (outside of USA) are responsible for all shipping costs, custom fees, and import taxes. An additional invoice will be sent to cover any additional costs that arise.

  • I am not responsible for delays due to customs. Bride is responsible to pay any additional custom or import fees.

  • All prices are listed in USD. I am not responsible for currency conversion differences. It is the brides responsibility to account for exchange rates when paying for her order.

  • Standard shipping is covered by me (for custom orders) If you need your order sooner than the original agreed-upon timeline, expedited shipping costs are the brides responsibility.

Lost or Stolen Packages

  • Once tracking confirms delivery to the address provided, I am not responsible for packages that are lost or stolen after that point.

  • If a package is stolen, lost, or does not arrive, and the bride would like a new or replicated veil or accessory made, this is treated as a new order and must be paid for in full, it is not covered under the original order or deposit.

Cancellations & Refund

  • Cancellations and refunds are only accepted within 24 hours of placing your order. Except custom veil retainers, which are non-refundable once paid.

  • After 24 hours, your order enters production and can no longer be canceled, this includes custom orders.

  • All sales are final once production has begun. Circumstances such as a broken engagement, postponed or cancelled wedding, or change of mind do not qualify for a refund.

  • To request a cancellation, please email mckeene.veils@gmail.com for the next steps.

Payment

  • A non-refundable 50% retainer of the base fee secures your spot in my production schedule and marks the official start of production.

  • Retainer invoices expire 48 hours after being sent. If the retainer is not paid within this window, the order is automatically canceled and I am no longer able to take on the piece.

  • Once the materials arrive, the remaining 50% of the base fee plus the cost of materials is due before I begin work.

  • Orders will not move forward without the retainer, and pieces will not be started until the balance is paid in full.

  • If bride delays remaining payment, her pieces are delayed until remaining payment is received.

DIY Veil Kits — Policies

Cancellations

- Within 48 hours of purchase: Full refund of kit, no questions asked.

- After 48 hours: Order is in production/prep. If you'd still like to cancel, return shipping is your responsibility.

Returns

- Accepted only if the kit is unopened and unused, within 14 days of delivery.

- Only the kit is refundable — the video course is never refundable, as it's a digital product.

- Refund (kit portion only) is issued minus your own return shipping cost.

- No returns accepted after 14 days, or if the kit has been opened.

Wrong Length Ordered

- If you order the wrong length by mistake, you're responsible for the cost difference to get the correct length. This will be billed via a simple invoice.

Our Mistakes

- If we make a packing error (e.g., wrong fabric length included), we'll send the correct replacement free of charge, as quickly as possible. This is separate from the standard return policy — it's on us.

Wedding Cancellation or Postponement

- If your wedding is cancelled or postponed, your kit is fully refundable if unopened and unused — same as our standard return policy.

- Digital course access is non-refundable once delivered, regardless of the reason for cancellation.

What's Included / Not Included

- Full Kit: precut fabric to your chosen length + all sewing supplies (thread, two needles, bridal comb, measuring tape, straight pins) + video course access (bundle price applies).

- Partial Kit: all sewing supplies, no fabric + video course access (bundle price applies).

- Course access alone is also available for those not purchasing a kit.

- Never included in any tier: cutting mat, scissors, rotary cutter. (Recommended tools linked via our Amazon storefront.)

- Embellishments and lace application are not included in DIY kits — add-on cost if desired.

- Blusher material is not included unless purchased separately (attachment covered in a bonus video).

Damaged or Lost in Shipping

• If your kit arrives damaged, or never arrives, contact us within 48 hours of the delivery date (or expected delivery date) with photos where applicable.

• We’ll send a free replacement or issue a full refund of the kit — your choice. This is separate from the standard return policy since it isn’t your error.

Standalone Bridal Combs

• Follow the same return policy as kits: unopened and unused, within 14 days of delivery, refund minus your own return shipping cost.

International Orders

• DIY Veil Kits currently ship within the U.S. only.

Policies