Return and Refund Policy

Last updated: 15 October 2026

1. Returns

You may ask to return a piece within 14 days of the day you received it. To be accepted, the piece must be unworn, unwashed and in its original packaging, and you need to show proof of purchase.

Please write to softveil@gmail.com or call +81 3-6804-3182 before you send anything back. We will tell you where to send the parcel. Please do not post a piece to the studio address without hearing from us first.

2. Hygiene rule for underwear

Bras, briefs and sets are worn next to the skin. For hygiene reasons, we cannot take back a piece that has been worn, or whose hygiene seal or protective packaging has been opened, unless it is defective or it is not the piece you ordered.

3. Refunds

When your parcel arrives, we check the piece and email you to say it has been received. If the return is accepted, we refund you by the same method you used to pay. How long the money takes to show up depends on your card issuer or bank.

4. Shipping costs

If you return a piece because you changed your mind, you pay the postage for sending it back. That postage is not refunded and is deducted from the amount we return to you. If a piece is defective, damaged on arrival or the wrong one, contact us first and we will sort out the exchange with you.

5. Exchanges

We replace a piece if it arrives defective or damaged, or if it is not the piece you ordered. Write to us with the details, and a photo if you can, and we will tell you how to send it back.

6. Items we cannot take back

Underwear that has been worn or whose hygiene seal has been opened (see section 2), personalised pieces and sale items cannot be returned, except where the piece is defective or wrong. If you are not sure whether a piece is eligible, ask us before you order.

7. Questions

Smart River Shore, 2-chōme-13-6 Minamiaoyama, Minato City, Tokyo 107-0062, Japan. Email: softveil@gmail.com. Phone: +81 3-6804-3182. This policy is part of our Terms of Service and is read together with them.