Refund policy
Every package matters to us — if you noticed an issue or you're not satisfied, please don't hesitate to reach out and we'll find the right solution together. We're happy to help! shop@ateliersoie.eu
Not happy with your order? — 14-day right of withdrawal
Under EU consumer law, you can return your order within 14 days of receiving it.
Conditions:
– Item must be unused, in its original condition and packaging
– Notify us by email within 14 days of receiving your order
– Return shipping costs are covered by the customer in this case
How it works:
- Email us at shop@ateliersoie.eu with your order number and reason for return
- We'll confirm and send you return instructions
- Once we receive and inspect the item, we'll refund you within 14 days — to your original payment method
Received something damaged, wrong, or faulty?
Please get in touch and we'll sort out the details — whether your package arrived damaged or you received the wrong item. If something went wrong on our end, we'll arrange a free replacement or a full refund.
Please contact us if:
– Your item arrived damaged
– You received the wrong product
– Something is missing from your package
What to do:
- Email us at shop@ateliersoie.eu — ideally with photos of the issue
- We'll get back to you quickly and work out the best solution together — replacement, refund, or otherwise
- In these cases, return shipping is fully covered by us
(*) Please always contact us before sending anything back — this helps us guide you through the process properly.