Frequently Asked Questions
Q: What payment methods does Petal & Veil accept?
A: Visa, MasterCard, American Express, and Discover through our secure online checkout.
Processing, Production, and Shipping
Q: When should I place my order?
A: To allow enough time for production and shipping, we recommend you place your order at least 2 months before your wedding or event.
Q: What if I need my order expedited and rush shipped?
A: Please contact us at firstname.lastname@example.org to discuss whether we can rush the production of a piece for you. We’ll be happy to oblige for a reasonable fee but this can depend on availability of materials onsite at the studio. All items in our Classic Collection are available for expedited production.
Q: How is my order packaged?
A: Orders will be carefully packaged in a padded, water proof mailer or reinforced Petal & Veil box to ensure your veil(s), hair ornament(s), delicate(s), and/or jewelry arrives in perfect condition.
Q: Can I pickup my order instead of having it shipped?
A: Unfortunately our studio is not open to customers, so it’s not possible to pick up in person.
Q: What countries do you ship to?
A: We’ll ship anywhere in the world. If your country is not listed at check out, send a message to email@example.com for the shipping price for your country.
Q: How long will it take for my order to ship?
A: Because each veil, hair ornament, delicate, and jewelry piece is handmade upon your order, we require 2-4 weeks for production. Orders ship once production completes, at a MAXIMUM of 4 weeks after purchase. Every listing has an estimated production time on the product description page for easy reference. Some of our most popular pieces are available for shipment right away; this will be indicated on the product page as applicable.
Shipping transit time depends on your location and varies. Approximate shipping time could be:
United States: 2-7 business days
Canada: 10-12 business days, depending on province
Europe: 12-15 business days
Rest of world: 12-30 business days
Q: Can I track my order?
A: Once your order ships from the Petal & Veil studio a tracking number will be emailed to the address you registered at checkout.
Q: What happens if I provided the wrong shipping address or need to update my shipping address?
A: If the address you submitted is incorrect, please contact us at (540) 987-0848 or firstname.lastname@example.org immediately with the correct information.
Unfortunately, if your order has already been shipped, there is nothing we can do. We cannot reimburse for items shipped to an incorrect address due to customer error. If the parcel is returned to us by the postal service, we will re-ship your order to you, standard ground, free of charge.
Q: Will I be charged duties and/or taxes?
A: International customers are responsible for any customs fees, taxes, and/or duties associated with shipping and purchasing to their respective countries, should they be assessed. Any customs fees, taxes, tariffs, duties, etc. that may be incurred at the time of delivery would be at the discretion of your country's tax regulations.
Q: What if my order is delayed by customs?
A: Unfortunately, once we ship your purchase from the studio we have no control over the transit timeline. Delays at customs are rare but occasionally happen. We recommend you place your order at least 2 months before your wedding or event.
Returns, Exchanges, & Cancellations
Q: Do you accept returns?
A: We know you’ve been in search of a unique, heirloom quality wedding accessory to perfectly compliment your style and we hope your search has ended here.
All of our veils, hair ornaments, delicates, and jewelry are hand made especially for you upon order. Because of this, we cannot accept returns and all sales are final. Please take special care when selecting your veil(s), hair ornament(s), delicate(s), and/or jewelry and contact us at email@example.com with any questions you have, prior to your purchase.
We highly recommend you purchase your wedding dress before selecting your veil, headpieces, and jewelry accessories - whether that’s from our store or anywhere else.
If you ship your order back, we’re not obligated to refund you.
See our full return policy here.
Q: Do you accept exchanges?
A: While we cannot accept returns, we do offer a discount for a replacement purchase from Petal & Veil. This means, if you are not satisfied with your purchased veil, hair ornament, delicate, or jewelry piece, we’ll give you 60% off your next purchase of a like item from our store. We are confident you’ll be satisfied with the quality and style of your new purchase upon delivery and we hope you’ll share your unique look using hashtag #PetalsAndVeils.
Q: Can I cancel my order?
A: You can cancel your order up to 72 hours after purchase. After that time, no refund will be issued and your purchase will be shipped upon production completion.
Q: What if my order is incorrect/damaged?
A: If you receive the wrong order or if your order arrives damaged, please email us at: firstname.lastname@example.org and we’ll replace or repair it within 15 days.
After 15 days, any incorrect order or damaged items will be the responsibility of the buyer.
Q: What materials do you use?
A: Material details are listed in the product description on each product page. Please contact us for further details of a particular veil, hair ornament, delicate, or jewelry piece or to request custom production with sentimental material of your own.
Q: How do you make your pieces?
A: Our veil and hair piece collections are 100% designed and produced at our studio in Ashburn, Virginia USA using high-quality fabrics, metals, and materials sourced from markets and salons in the US and around the world.
Q: Will my veil match my dress?
A: You can purchase fabric samples (ships in 1-2 days) if you have concerns about quality or color matching. We generally recommend purchasing a veil that is the same or one shade lighter than your dress. Keep in mind, online pictures of the fabric samples depict much deeper colors than the veils themselves. Veil fabric swatches are folded, creating a saturated color sample which will be much more sheer and true when the fabric is unfolded.
Q: Why doesn’t my piece look exactly like the one in the pictures?
A: Since all of our veils and hair pieces pieces are made by hand, each one is a little bit different but equally beautiful.
Q: Can I request a custom order or product customization?
A: We’d be happy to collaborate on a one-of-a-kind piece for your wedding or event. Just contact us and we’ll reach out to discuss your vision, pricing, and next steps.
If you’d like to request customization of a collection design, please contact us and we’ll see if we can accommodate your request based on material availability and design requests.
Q: How do I store my veil?
A: Hang your veil to avoid wrinkling and store it away from sunlight to avoid discoloration. Learn more about pre-wedding veil storage, and wedding day transport and care here.
Q: How do I get the wrinkles out of my veil?
A: Hang up your veil after you receive it to naturally loosen wrinkles. After a few days, gently steam out the remaining wrinkles. Don't use hot tools, irons, or direct heat of any kind on your veil. The fabric is delicate and can become damaged under high heat. Use a garment steamer, or the steam from your iron (without touching the metal plate to the fabric). Another simple way to steam your veil is to hang it in the bathroom during long, hot showers. The steam from the hot water will loosen the veil folds over time.
Don’t see your question answered here? Contact us with the form below and we’ll do our best to get back to you the very same day!