Cancellation Policy
Many VETALISE dresses are prepared or made to order. The following rules apply to standard, custom-size, custom-color, personalized, altered and special-request orders.
How to Request Cancellation
Email your cancellation request to admin@vetalise.com with your order number and the email address used at checkout. The time our support inbox receives the request determines whether it is within 24 hours after payment; the time we reply does not determine eligibility. The shipment and production or tailoring status at receipt of your request determines which cancellation rule applies.
Within 24 Hours After Payment
If your order has not shipped when we receive your request within 24 hours after payment, you may cancel for a full refund. This applies even if production or tailoring has already begun, including for custom and personalized orders.
After 24 Hours After Payment
If the order has not shipped and production or tailoring has not begun when we receive your request, you may still cancel for a full refund. If production or tailoring has begun, we generally do not accept cancellation for reasons unrelated to VETALISE's responsibility. Contact admin@vetalise.com if the request concerns an issue that is our responsibility. Rights that cannot be excluded under applicable law remain unaffected.
Orders Already Shipped
Shipped orders cannot be canceled. If an item is eligible for return, follow our Returns & Refunds Policy. Custom, personalized and clearly marked final-sale items are excluded from change-of-mind returns, but remedies for verified defects, damage or incorrect or incomplete items attributable to VETALISE, and rights that cannot be excluded under applicable law, remain available.
Order Changes
For changes to size, color, shipping information or other details, contact admin@vetalise.com as soon as possible. We will make reasonable efforts to accommodate a change, but changes cannot be guaranteed once work or shipment has begun. This does not limit your cancellation rights under the rules above.
Cancellation Refunds
Approved cancellations receive a full refund of the amount paid for the canceled order, including any shipping charges paid. We do not deduct cancellation costs, production fees, or other cancellation charges from that refund. We will initiate the refund to your original payment method within 3 business days after cancellation approval. Your bank or payment provider may need additional time to post it.
Event Date
Providing an event date does not guarantee that an order can be changed or canceled outside the rules above. For time-sensitive orders, contact us before purchasing to discuss the estimated production and delivery timeline.
Contact Us
VETALISE
Email: admin@vetalise.com