Refund policy

Returns & Refunds Policy

At Atelier De Luxe, we aim to ensure your experience with our products is seamless and satisfactory. We understand that on occasion, a selection may not meet the specific requirements of your project. The following policy is designed to provide a transparent and fair process for all our clients.

1. The 30-Day Return Window

We offer a 30-day return period that begins the day your order is confirmed as delivered by the carrier. To be eligible for a return, the request must be initiated within this timeframe. Requests submitted after the 30-day window has expired are ineligible for processing.

2. Eligibility & Product Condition

To ensure quality standards are maintained, all returns undergo a thorough inspection on arrival. To qualify for a return, items must meet the following criteria:

  • Original Condition: The item must be in the exact condition in which it was received: unused and uninstalled.
  • Complete Packaging: Items must be returned in their original packaging, including protective materials, hardware boxes and all supplied screws and fixings.
  • Documentation: A valid receipt or proof of purchase is required to validate the transaction.

3. Custom and Final Sale Items

Certain items are excluded from our return policy:

  • Sale Items: Merchandise purchased at a discounted price or during a promotional event is considered Final Sale and is not eligible for return or exchange.
  • Gift Cards: We do not accept returns on digital or physical gift cards.
  • Customised Items: Items that have been customised or modified to specific client requirements are non-returnable. If you are unsure about the status of a specific product, please get in touch with us before purchase.

Note for UK customers: This policy does not affect your statutory right to cancel an online order within 14 days of delivery under the Consumer Contracts Regulations 2013. This right does not apply to items made to your specification.

4. Return Procedure

Returns are free. To request a return, please follow these steps:

  1. Request Authorisation: Email us at hello@atelierdeluxe.online with your order number and a brief description of the item you wish to return.
  2. Free Return Label: Once your return is approved, we will send you a prepaid shipping label and instructions on how to send your package. There is no charge for return shipping.
  3. Unauthorised Returns: Items sent to us without prior approval will not be accepted and may be returned to the sender at their expense.

5. Damaged or Incorrect Merchandise

We take great care in our quality control and packaging. However, please inspect your order on receipt. If you believe you have received a defective, damaged, or incorrect item, contact us at hello@atelierdeluxe.online within 30 days of delivery so that we can evaluate the issue and put it right promptly.

6. Exchanges

To provide the most efficient service, we operate an exchange-by-return model. Please return the original item for a refund (subject to the eligibility criteria above) and place a new, separate order for the replacement item through our online shop.

7. Refund Processing

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

  • Approved Refunds: If approved, the refund will be processed automatically to your original method of payment.
  • Processing Timeline: Please allow up to 10 business days for the refund to be processed by our system.
  • Banking Delays: Note that financial institutions often require additional time (typically 3–5 business days) to post the transaction to your statement.
  • Support: If more than 15 business days have passed since your refund was approved and you have not received the credit, please contact us at hello@atelierdeluxe.online.

Atelier De Luxe, 21 Linden Way, London N14 4LY, United Kingdom