◆About Your Order
Q. Can I cancel or change my order after it has been placed?
A. As VEROLA products are made-to-order, we do not accept cancellations or changes after an order has been confirmed. Please carefully check the color, size, and quantity before placing your order.
Q. Can I change the size or color after ordering?
A. Because we begin processing your order immediately after confirmation, we generally do not accept changes to size or color. Please check the sizing information provided on each product page before placing your order.
Q. If I order multiple items, will they arrive together?
A. We generally ship items together, but depending on stock availability and shipping status, your order may be delivered in multiple shipments. You will not be charged additional shipping fees for split deliveries.
◆Returns and Exchanges
Q. Can I return or exchange items?
A. Since our products are made-to-order, we do not accept returns or exchanges for customer convenience. Reasons such as "the size doesn't fit," "it looks different than I imagined," or "I ordered the wrong color or size" are considered customer convenience. Please carefully review the size, color, and specifications on the product page before ordering.
If you receive a defective product or an item that differs from your order, please contact the official VEROLA LINE account within 5 days of delivery.
Q. What should I do if the product is defective?
A. Please send your "Order Number" and "images or video showing the defect" to our official LINE account within 5 days of receiving the product. We will review the content and provide instructions on the exchange or refund process.
Q. What items are ineligible for return or exchange?
A. Returns or exchanges cannot be accepted in the following cases:
- Products for which more than 5 days have passed since delivery
- Products that have been worn even once
- Products that have been soiled, damaged, or scented while in your possession
- Products with tags or accessories removed
- Products that have been altered or processed
- Returns due to customer convenience, such as incorrect size, color, or image mismatch
※We will determine whether a return or exchange is possible after verifying the condition of the product.
◆About Products and Sizing
Q. I am unsure about what size to choose.
A. We have provided sizing information on each product page, so we recommend comparing it with a dress or garment you already own. Since the fit varies depending on the design and material, please feel free to consult with us via the official VEROLA LINE before ordering if you have any concerns.
Q. Can the product color look different from the images?
A. Please be aware that the color may appear slightly different from the actual product depending on your monitor or smartphone settings, as well as the lighting environment during photography.
Q. Can the actual measurements differ from the size chart?
A. Due to measurement methods and the manufacturing process, there may be individual differences of about 1–3 cm from the sizes listed on the product page.
◆Shipping and Delivery
Q. How long will it take for my order to arrive?
A. VEROLA products are made-to-order.
Usually, it takes about 10 days from the order date to delivery, but depending on stock availability, customs clearance, and logistics conditions, it may take up to about 4 weeks. If you have a specific date you need to wear the item, we recommend placing your order with plenty of time in advance.
Q. How much is shipping?
A. Shipping is a flat rate of 1,000 JPY (tax included) nationwide.
Shipping is free for orders over 45,000 JPY (tax included).
Q. Do you have any items for same-day shipping?
A. Currently, all our products are made-to-order.
Q. Will it be shipped directly from overseas?
A. Yes, items are shipped from an overseas warehouse.
Q. Do you ship as usual during the year-end/New Year holidays and Lunar New Year?
A. Shipping and delivery may take longer than usual during the year-end and New Year holidays, overseas warehouse and logistics company closures, or the Lunar New Year (Spring Festival).
If long-term closures or delays in shipping are expected, we will provide prior notice on our website.
◆Receipt and Redelivery
Q. What happens if I am unable to receive my order due to a long-term absence or an incomplete address?
A. Please ensure that your postal code, address, building name, room number, etc., are correct when placing your order.
If a product is returned due to customer reasons, such as long-term absence or an incomplete address, you may be charged the shipping costs for redelivery.
If we are unable to contact you for a certain period after the item has been returned to us, we may dispose of the product. Please note that in such cases, refunds cannot be provided.
◆Payments
Q. What payment methods can I use?
A. You can use the various payment methods displayed in the VEROLA online store.
Q. Can I change my payment method after placing an order?
A. We do not accept changes to payment methods after an order has been confirmed. If you prefer a different payment method, please check your selections carefully before finalizing your order.
◆Product Care
Q. How should I care for my dress?
A. Proper care methods vary depending on the material and decorations. Please be sure to check the laundry care label attached to the product.
For delicate items using satin, lace, sheer materials, beads, sequins, etc., we recommend gentle hand washing or professional dry cleaning. For more details, please see our "Care Guide".
◆Other
Q. Does the "Cooling-Off" period apply?
A. Mail-order sales are not subject to the cooling-off system. Returns and exchanges will be handled based on our store's return and refund policy.
Q. Can I consult with you about products in advance?
A. Of course. For consultations regarding size selection, product specifications, or scheduled wear dates, please feel free to contact us via the official VEROLA LINE.
Providing the product name or the URL of the product page will help us assist you more smoothly.
Q. How can I contact you?
A. Please contact us via the official VEROLA LINE.
Office Hours: Weekdays 9:00–18:00 (excluding weekends and holidays)