Refund policy

Effective Date:14 February 2025

 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@ateliervelena.com. 

If your return is accepted, we’ll send you the instructions on how to return your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ateliervelena.com.

Damages and incorrect items
If you receive a damaged or incorrect item, please contact our customer support team within 7 days of receiving the product. We will arrange for a replacement or refund, including return shipping costs

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Customized or personalized items, including but not limited to products modified, engraved, or tailored to the buyer’s specifications, are non-returnable and non-refundable, except in cases where the item is defective or incorrect due to our error.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ateliervelena.com.

 

Changes to this Policy

We may update this Return and Refund Policy from time to time to reflect changes in our processes. Any updates will be posted on our website, and the effective date will be revised accordingly.

By making a purchase from Atelier Velena, you agree to abide by the terms and conditions of this Return and Refund Policy. We value your trust and are committed to providing you with exceptional customer service