Veil Hoodie

Note:
1. Asian sizes run 1–2 sizes smaller than European and American sizing. Choose the larger size if you're between two sizes. Please allow 1–3cm difference due to manual measurement.
2. 1 Inch = 2.54cm.
3. Please check the size chart carefully before ordering.

An order is treated as delayed once it's lacking tracking information, stuck in transit, or pending for more than 60 days after it leaves our warehouse. Some destinations run on different timelines:

a. Orders shipped to the USA are treated as delayed after 45 days from departure.
b. Orders shipped to Brazil are treated as delayed after 110 days, due to strict customs clearance there.
c. Some long-haul shipping lines aren't treated as delayed until 100 days from departure.
d. A small number of budget shipping methods aren't eligible for a delay dispute at all — see the notes below.

Notes: Sometimes a parcel actually reaches the local post office but shows as pending because of an incomplete address, an unreachable phone number, or an uncollected parcel — contacting the local post office directly is usually the fastest way to sort this out. In some regions, couriers default to self-pickup lockers, which can make a parcel look overdue when it's simply waiting for pickup. Occasionally tracking shows "delivered" while a customer reports not receiving it — we'll look into it, but this kind of investigation can take 1–2 months and isn't guaranteed to end in the customer's favor.

Once tracking confirms an order was delivered, we're not able to offer a refund or reshipment for it.

a. If a customer genuinely never received a package marked "delivered," an official non-delivery certificate from the local post office is needed before we can act.
b. If tracking instead shows an alert, common causes include: an incorrect or incomplete address, an invalid phone number, an unrecognized recipient, a refused delivery, a missed pickup window, no safe place to leave the parcel, or a customs hold, among others.

Notes: Local couriers generally attempt delivery 1–3 times, then hold an unclaimed parcel at the post office for 3–7 days before returning it to us — we can't take responsibility for a parcel lost during that return trip. If a parcel makes it all the way back to our warehouse, it's added back to stock rather than automatically refunded. We're also unable to offer a refund or reshipment for an undelivered order that's never reported to us, or for a parcel a courier discards along the way.

A full refund or replacement is offered for a package that arrives badly damaged. A partial refund or replacement is offered for minor damage — this doesn't extend to loose thread, slight wrinkling, or small scratches, which aren't treated as damage.

Notes: For anything delicate, we generally recommend taking the refund rather than a replacement. We're not able to offer a refund for damage limited to the outer shipping box itself, given the realities of long-distance international delivery — this applies to the box, not the hoodie inside it.

Every order goes through quality control before it ships, but if something still slips through:

a. Wrong item sent entirely: full refund or replacement.
b. Wrong color or size that doesn't affect fit or function: refund or reshipment once you send us a description or screenshot of the issue.
c. Missing parts that don't affect how the product works: partial refund or the missing part reshipped; missing parts that do affect function: full reshipment.
d. Missing accessories: reshipped on their own.

Notes: For sizing concerns specifically, it helps enormously if you measure the item using the method in our size guide and send us a photo of that measurement — it lets us resolve the dispute much faster.

A full refund is available for any order cancelled before it's been processed by our fulfillment team. Once an order has entered processing, our standard 30-day return policy applies instead of a cancellation.