Refund policy
Refund & Returns Policy
Last Updated: 10 July 2026
At Atelierée, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. This policy explains your rights when purchasing from us and outlines our voluntary 30-day returns guarantee, which is provided in addition to your statutory rights under UK consumer law.
Your Legal Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If an item arrives faulty, damaged, not as described, or unfit for purpose, you may be entitled to a repair, replacement, refund, or other remedy as provided by UK law.
Cancelling an Order
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at info@ateliereebusiness.com with your order number.
We cannot guarantee cancellation once your order has entered processing. If your order has already been dispatched, you may still have the right to cancel under the Consumer Contracts Regulations, provided your purchase qualifies.
Your 14-Day Right to Cancel
For most online purchases, UK consumers have the legal right to cancel their order within 14 days of receiving the goods, without giving a reason.
To exercise this right, simply notify us by email before the 14-day cancellation period expires.
Once you've informed us, you'll normally have a further 14 days to return the goods.
Returned items should be in a condition that allows them to be resold. You may inspect the goods as you would in a physical shop, but excessive handling that reduces their value may result in a deduction from your refund where permitted by law.
Our 30-Day Returns Guarantee
In addition to your legal rights, Atelierée offers a 30-day returns policy.
You may return eligible items within 30 days of delivery provided they are:
- Unused and unworn.
- In their original condition.
- Returned with all original packaging, accessories, labels and tags.
This extended return period is offered at our discretion and does not affect your statutory rights.
Restocking Fees
We do not charge any restocking fees on approved returns.
Return Shipping Costs
Faulty, Damaged or Incorrect Items
If we have sent the wrong item, your order arrives damaged, or your product develops a manufacturing fault, we will cover the cost of the return.
Change of Mind Returns
If you are returning an item because:
- You ordered the wrong product;
- The item doesn't fit;
- You no longer require it; or
- You simply changed your mind,
you will normally be responsible for the return postage costs unless otherwise stated.
Original delivery charges are non-refundable except where required by UK law.
How to Return an Item
Step 1
Email info@ateliereebusiness.com with your order number and the reason for your return.
Step 2
Package the item securely, including any accessories, instructions, tags and original packaging where possible.
Step 3
Once your return has been authorised, we'll provide full instructions explaining how and where to send your parcel.
Refunds
After we receive your returned item, we'll inspect it to ensure it meets the conditions of this policy.
Approved refunds will be processed to your original payment method. While refunds are typically issued within 7 business days, the time taken for the funds to appear may vary depending on your bank or payment provider.
Where required by UK law following a valid cancellation request, refunds will be processed within the applicable statutory timeframes.
Exchanges
If you would prefer a different size, colour or product, please contact us at info@ateliereebusiness.com. We'll be happy to help arrange an exchange where stock is available.
Lost or Missing Deliveries
If your order has not arrived within the estimated delivery period, please contact us with your order number.
We'll investigate the shipment with the courier. If the parcel is confirmed as lost, we'll arrange either:
- A replacement at no additional cost; or
- A full refund.
Non-Returnable Items
Some products cannot be returned for hygiene, health protection or other legal reasons once opened or used.
Any products excluded from our returns policy will be clearly identified on the relevant product page before purchase.
Questions - Visit our FAQ Page
Changes to This Policy
We may update this Refund & Returns Policy from time to time. Any changes will be published on this page together with a revised "Last Updated" date.
Contact Us
If you have any questions regarding returns, refunds or your consumer rights, please contact us.
Atelierée
Address
Mornington, Leafy Grove
Keston, London
BR2 6AH
United Kingdom
Email
info@ateliereebusiness.com
Telephone
+44 7418600718
Customer Service Hours
Monday to Friday, 9:00 AM – 5:00 PM (BST)
Response Time
We aim to respond to all enquiries within 1–3 working days.