At Ateliease, we want you to feel confident about every purchase. This policy explains when and how you may request a return, exchange, cancellation, replacement, or refund.
1. Returns for Unwanted Items
You may request a return within 30 days after your order is delivered.
Before sending anything back, email support@ateliease.com with your order number and reason for return. Returns sent without approval may not be accepted or may experience delays.
Returned items must be unused, unworn, unwashed, undamaged, and in their original packaging, with all labels, accessories, and inserts included.
Include your full name, delivery address, and order number inside the parcel. Keep proof of postage and tracking until the return is completed.
Unless the item is confirmed damaged, defective, or incorrect, original shipping charges are non-refundable and the customer is responsible for return shipping costs.
The approved return destination may differ from the address shown on the original parcel. Always use the address supplied by our support team.
2. Order Cancellations
You may request cancellation within 6 hours of purchase if the order has not entered processing or shipping. Email support@ateliease.com immediately and include your order number.
Cancellation requests are not guaranteed. Once an order has entered fulfilment or has been dispatched, it can no longer be cancelled. You may allow delivery to complete and then request a return under this policy.
Approved cancellations are refunded to the original payment method, normally within 3–5 business days. Your bank or payment provider may require additional time to display the funds.
3. Damaged, Defective, or Incorrect Items
Inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact support@ateliease.com as soon as possible.
We may request clear photographs or video showing the item, packaging, shipping label, and issue so that we can assess the claim.
If the claim is approved, we may provide a replacement, exchange, repair where appropriate, or refund. Ateliease will cover reasonable return postage for confirmed defective or incorrect items when a return is required.
4. Exchanges
To request an exchange, email support@ateliease.com within 30 days of delivery and include “EXCHANGE” in the subject line.
Exchange approval depends on item condition and stock availability. If the requested replacement is unavailable, we may offer an alternative or refund the eligible returned item.
For preference- or size-based exchanges, the customer is responsible for return shipping unless applicable law requires otherwise.
5. Refund Processing
After we receive and inspect an approved return, we will notify you whether the refund has been accepted.
Approved refunds are sent to the original payment method, normally within 3–5 business days after approval. Financial institutions may take additional time to post the transaction.
If more than 10 business days have passed since refund confirmation, contact support@ateliease.com.
6. Returned-to-Sender and Uncollected Parcels
If a parcel cannot be delivered because the address supplied was incomplete or incorrect, or because it was not collected in time, the courier may mark it Return to Sender, dispose of it, or charge additional handling fees.
Where the goods are not physically returned to Ateliease or its approved return facility, we may be unable to issue a refund. We will review the carrier evidence and applicable consumer law before deciding the available remedy.
Please check your address carefully at checkout and monitor tracking notifications so that any required collection or redelivery can be arranged promptly.
7. Lost or Stolen Parcels
If you believe a parcel is lost or stolen, contact support@ateliease.com. We will verify the delivery information and work with the logistics provider to investigate.
A replacement or refund will be considered after the carrier investigation and in accordance with the shipping option purchased and applicable law.
8. Refused Delivery
If you refuse delivery, the courier may mark the parcel Return to Sender. Some international logistics partners do not return refused parcels and may instead destroy or dispose of them.
When the original goods cannot be recovered, a refund might not be available. Where reasonably possible, we may offer reshipment after address confirmation and payment of any additional delivery costs.
9. Shipping Delays and Priority Processing
If your parcel has not arrived within 30 business days after dispatch, you may request a full refund, subject to verification of the tracking and delivery information.
Priority Processing moves an order forward in the warehouse queue but does not shorten the courier’s transit time after dispatch.
10. Contact
For a return, exchange, cancellation, replacement, or refund request, email support@ateliease.com. Our support team aims to reply within 1–2 business days.
Your Statutory Rights
Nothing in this policy limits rights that cannot legally be excluded under the consumer-protection laws that apply to you. If local law provides a longer cancellation period, a right of withdrawal, or additional remedies for non-conforming goods, those rights continue to apply.