Need Help?

Find answers to our most asked questions about shipping, returns, orders, and customer care.

Shipping

Where do you ship?
We ship worldwide.

Do you offer free shipping?
Yes, we offer free shipping sitewide.

How long does shipping take?
Shipping times vary by destination. Most orders are processed first, then shipped out according to the method selected at checkout. In most cases, delivery takes 10–15 business days.

How long does processing take?
Most orders are processed within 2–5 business days after payment is confirmed.

Will I receive tracking information?
Yes. Once your order ships, you will receive a confirmation email with tracking details if tracking is available.

Returns

What is your return policy?
Eligible items must be unworn, unused, unwashed, undamaged, and returned with their original tags and packaging where applicable. Returns must be requested within 30 days of receiving your order.

Can I return sale items?
Sale items may be final sale unless otherwise stated. Please check the product page or policy details before placing your order.

How do I start a return?
Please contact us first before sending anything back. We will guide you through the return process.

When will I receive my refund?
Once your return has been received and inspected, your refund will be processed to your original payment method, according to our policy timeline.

What if my item arrives damaged or incorrect?
If your order arrives damaged or incorrect, please contact us as soon as possible with your order number and clear photos of the item.

Orders

Can I change or cancel my order?
If your order has not been processed yet, contact us as soon as possible. We will do our best to help, but changes may not always be possible once fulfillment begins.

What payment methods do you accept?
We accept the payment methods shown at checkout.

Can I update my shipping address after placing an order?
If you need to update your address, please contact us right away. We cannot guarantee changes once the order has been processed.

How can I check my order status?
You can check your email for shipping updates and tracking information once your order has been dispatched.

Support

How can I contact customer support?
You can contact us at official@gothic-veil.com for help with orders, shipping, sizing, returns, or product questions.

How long does it take to get a reply?
We do our best to reply as quickly as possible, usually within 1–2 business days.

Do you help with sizing questions?
Yes. If you need help choosing a size, feel free to contact us before placing your order.