REFUND POLICY

RETURNS

We hope you love your new addition to your wardrobe, But if you're not 100% satisfied, you may return your item within 7 days of receiving! 

How do I start a return?

  • To request a return, please email us at hi@madebyatelier.com or fill out our contact form. 
  • Once you've submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Returns are usually processed within 3-7 days of receipt and you'll receive an email detailing your return once it has been fully processed.
  • All returns are credited with a store credit or an exchange.
  • Goods for return are at customers expense.

Our Return Policy:

  • All returns & exchanges will be issued with a store credit to the value of the item(s) returned, postage will not be refunded. (store credit are valid for a lifetime.) You must submit your return request within 7 days of receiving your order, if it's past the 7 days we have the right to reject the return.

Returns will only be accepted to this criteria:

  • Items are in their original condition.
  • Items are in their original packaging.
  • Tags are still attached.
  • Garments unworn, unwashed and unstained.
  • There are no signs use.

We do not allow returns for the following:

  • Products received as addons for purchases.
  • Final sale items, items on promotional offers.
  • Products received in a condition other than their original condition.
  • Products without their tags attached.
  • Products that appear worn, smell of aftershave, perfume, smoke, deodorant, body odour, or anything out of the ordinary.
  • Products that are marked or damaged in any way, that includes, fake tan, deodorant and makeup. 

Our returns department has the right to refuse any returned items that does not meet the original condition. In this instant, the item WILL NOT be sent back to the customer. (UNLESS STATED OTHERWISE)

WE ARE NOT RESPONSIBLE FOR ANY:

  • International shipping delays.
  • Customs duties or taxes fees.
  • Lost, stolen or damaged shipments during the transit.

The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment. Please check the package tracking as customs may have to be paid, if unpaid the package will be sent back to us, if this is the case you will have to pay full price for the shipping. We will not be responsible if your package got send back due to customs duty unpaid.

Received faulty items?

If you believe an item you've purchased from us is faulty, incorrect or you're missing an item, please send us the following info at hi@madebyatelier.com or fill in the form on our contact page.

  • Your order number
  • Item name(s)

Photos that clearly show:

  • The fault as clearly as possible.
  • Full-length photo of the item.
  • Show the shipping label including tracking number.

All claims need to be made 7 days of receiving your order. Once we confirm the garment was faulty, or there was a dispatch error. We will issue a full payment back to the customers original payment account within 7 days, the option to exchange the faulty item is also available.  

Can I exchange my item(s)?

You will receive a store credit after we received your return package and inspect all the items are in good condition, If you'd like to know how to return your items contact us at hi@madebyatelier.com

What if I have problems with my order after 7 days of receiving it? 

  1. Reject damaged or broken packages and/or take photos ASAP as evidence. And contact your local carrier. if your couldn't find your local courier feel free to contact us, and we'll help the best we can.
  2. If you're in need of assistance, send us the evidence of your damaged package. We'll do our best to help you out and bring you justice from the postal service! just include the below info:
  • Your order number
  • Photos of items you've received
  • Packaging and shipping label with your tracking number.

Return Address:

Please contact us at hi@madebyatelier.com before sending back your order you must contact us first, we will contact you within 48-72 hours. our customer service team is available 7 days a week.

Customs & Import Fees?

Most of the time you won't be charged customs fees, for more information please check with your local customs and border protection department. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

Important Notice:

  • Please note we are not responsible for any international loss, damage, or customs fee for the return package. It's also your responsibility check if the destination country imposes any duties, taxes, brokerage fees, or any other fees on the item you're sending. If you're unsure, please contact the consulate office of the destination country.
  • Please make sure you don't include any other items by accident (it's happened in the past). On the chance it does happen feel free to contact us.
  • We recommend also putting your return address on the back of the package(s) just encase it does get lost there'll be a high chance you'll receive it back.