1. Order Cancellation (Pre-Production)
Customers may cancel an order within 24 hours of placement for a full refund to the original payment method. This window allows for final corrections before your custom design enters our specialized production queue. To cancel, please email serendipitous@wardrobeveil.com.

2. Customized Goods & EU Right of Withdrawal
In accordance with Directive 2011/83/EU (Article 16(c)), the statutory 14-day right of withdrawal (change of mind return) does not apply to goods made to the consumer’s specifications or clearly personalized. As every Wardrobeveil cover is uniquely manufactured to your instructions, all sales are final once production has commenced.

3. Quality Guarantee (Defective or Damaged Items)
We maintain rigorous quality standards. However, if your order arrives with:

Manufacturing defects or material faults;

Incorrect personalization caused by our production team;

Physical damage sustained during transit;
Please contact us at serendipitous@wardrobeveil.com within 14 days of delivery.

Resolution: Upon verification via photographic evidence, we will provide a full refund or a free replacement at your discretion. In most cases, you will not be required to return the defective item, ensuring a hassle-free resolution.

4. Delayed or Lost Shipments
Your delivery is our responsibility until it reaches your hands (Transfer of Risk). If your shipment exceeds the estimated 12-day transit window:

We will initiate an investigation with the carrier (DHL, FedEx, or UPS).

If the package is confirmed lost or remains undelivered after our investigation, we will issue a full refund or a priority replacement.

5. Intellectual Property & Content Compliance
To protect copyright holders, all custom designs undergo a Compliance Review.

Zero Tolerance: Orders containing unauthorized trademarks or copyrighted material will be automatically cancelled.

Refund: A full refund will be issued immediately to the original payment method.

Responsibility: By uploading content, you confirm you hold the legal usage rights for said design.

6. Authorized Returns (Where Applicable)
Should a physical return be authorized by our support team, items must be sent to our facility:

Address:512 Chai Chee Ln, Singapore 469028.

Process: Specific return instructions will be provided via email. Please note that unless the return is due to an error on our part (e.g., defective or incorrect item), the customer is responsible for all return shipping costs to our Singapore facility. Unauthorized returns will not be processed.

7. Refund Processing Time
Approved refunds are processed immediately by our team. Please allow 5-10 business days for the funds to appear in your account, depending on your financial institution's policies.

8. Contact Us
For any questions regarding refunds or quality concerns:

Email: serendipitous@wardrobeveil.com

Phone: +65 63778573