Legal
Returns & Exchanges
We want you to love your veil. If something isn't right, we're here to help.
Our Promise
Every Lace by La Luz veil is crafted with care and inspected before it ships. Because every purchase also funds a veil for a sister in need through our buy-one-give-one mission, we ask that returns be reserved for quality issues. We believe in standing behind our work, and we want every veil to bring you joy.
14-Day Return Window
If your veil arrives with a defect, damage from shipping, or a quality issue, you have 14 days from the delivery date to contact us and start a return. We'll make it right — that's a promise. Simply email us at hello@lacebylaluz.com with your order number and a photo of the issue, and we'll guide you through the next steps.
What We Cannot Accept
We are unable to accept returns for veils that have been damaged by the customer, altered, or washed improperly. Because of the nature of our mission — a second veil is set aside for donation with every order — we kindly ask for understanding that general change-of-mind returns are not available. We want to be transparent about why: your purchase directly funds a gift for another woman, and honoring that commitment is at the heart of everything we do.
Exchanges
Want a different color? We're happy to offer an exchange for a different color of the same style, subject to availability. Just reach out to us at hello@lacebylaluz.com within 14 days of receiving your order, and we'll arrange the swap. Please return the original veil in unused condition with its packaging.
Refund Process
Once we receive and inspect your returned veil, we'll process your refund to the original payment method. Refunds typically appear within 5–7 business days, depending on your bank or card provider. We'll send you a confirmation email as soon as the refund is on its way.
How to Start a Return or Exchange
Email us at hello@lacebylaluz.com with your order number, the reason for your return or exchange, and any photos if applicable. We'll respond within 1–2 business days with instructions. We handle every request personally because you're not a ticket number to us — you're part of this sisterhood.
Questions?
We're always here to help. If you're unsure about anything, don't hesitate to reach out at hello@lacebylaluz.com. We'd rather answer a question before your purchase than have you disappointed after.
Last updated: April 2026