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 deposits are non-refundable

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

Processing Times

  • Custom veils: 3-4 month 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.

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.

  • 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.

  • If you need your veil or accessories sooner than the advertised turn around time of 3-4 months, a $100rush fee applies.

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.

  • 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.

Heirloom Alterations

  • All heirloom alterations are final sale. Once an alteration is complete, it cannot be undone, unstitched, or taken apart.

  • Brides are responsible for shipping their own wedding dress, veil, scrap fabric or other heirloom materials to me. These items are sent at the brides own risk. McKenzie McKeene is not responsible for heirloom pieces get lost in the mail.

  • I am not responsible for any pre-existing damage, discolorations, or deterioration present on materials before they arrive. Any damage must be disclosed before shipping.

  • I always recommend insuring your package and using a trackable shipping method when sending heirloom materials.

  • Due to the irreplaceable nature of heirloom materials, my liability is limited to the cost of the alteration service. I am not able to compensate for the sentimental or replacement value of the materials themselves.

  • Materials are photographed and videoed upon arrival, before any work begins. This documents their condition and protects both of us throughout the alteration process.

  • If materials arrive too fragile, damaged, or insufficient to complete the discussed design, I will contact you before starting any work. No alterations are started without your knowledge and approval.

  • The bride is responsible for return shipping cost of the finished piece and any unused materials. I recommend insuring and tracking this shipment as well. I am not responsible for loss or damage once a package has been handed off to the carrier

Payment

  • A non-refundable deposit secures your spot in my production schedule and marks the official start of production.

    • $250 for custom veils and heirloom alterations

    • $50 for accessories

  • Deposit invoices expire 48 hours after being sent. If the deposit 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/supplies for your piece have arrived, the remaining balance is due before I begin work.

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

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