– The Atelier London

Return & Refund Policy

Overview

At The Atelier London, managed by SOLVIRO LIMITED, we stand behind every item we sell. Our goal is to make sure you feel confident shopping with us — and if something isn't right, we'll work with you to make it right. This policy has been designed to be clear, fair, and fully compliant with applicable UK consumer protection regulations, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

By completing a purchase on our website, you confirm that you have read, understood, and agreed to the terms of this Refund and Return Policy. This acknowledgement is referenced at checkout and included in every order confirmation email.

Return Window

You have 30 calendar days from the confirmed delivery date — as recorded by the tracking carrier — to submit a return request. We believe 30 days gives you ample time to assess your purchase without pressure.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

Item is unworn, unwashed, and unused
Original packaging, tags, and any accessories are fully intact
Return request submitted within the 30-day window via email

Items that do not satisfy these requirements may be refused or subject to a partial refund at our discretion.

Non-Returnable Items

The following items are not eligible for return or refund:

Lingerie, swimwear, and bodysuits (for hygiene reasons)
Items clearly marked as "Final Sale" or "Clearance" on the product page
Gift cards

Non-returnable items will always be labelled as such on their respective product pages.

Return Shipping Costs

For Defective or Incorrect Products: The Atelier London covers all return shipping costs. This applies when you receive a damaged, defective, or incorrect item due to our error or a carrier fault.

For Change of Mind / Customer Remorse: The customer is responsible for return shipping costs. This includes cases where the item doesn't fit as expected, the style was not what the customer anticipated, or the customer simply no longer wants the item. Original outbound shipping fees are non-refundable.

We strongly recommend using a tracked shipping method for all returns. The Atelier London is not responsible for items lost or damaged in return transit.

Sizing & Product Expectations

We strongly encourage all customers to review our Size Guide before placing an order. As is standard across the apparel industry, a measurement variation of 1–3 cm (+/-) may occur due to the handmade nature of garment production. This is an accepted manufacturing tolerance and is not considered a defect.

Minor differences in perceived colour, fabric texture, or finish due to screen resolution, monitor calibration, or lighting conditions are not considered defects or grounds for a "not as described" return claim.

How to Initiate a Return

Step 1 — Contact Us
Email us at info@theatelierlondon.uk within the 30-day return window. Include the following in your message:

Your order number
The item(s) you wish to return
A brief reason for the return
Photos of each side of the item(s)

We will respond within 1–2 business days with return instructions. Returns sent without prior authorisation will not be accepted.

Step 2 — Pack & Ship Your Return
Once your return is approved, securely repackage the item(s) in their original packaging and ship them to the address provided in our return authorisation email. Please use a tracked shipping service — we cannot be held responsible for items lost in return transit.

Step 3 — Refund Processing
Once we receive and inspect your returned item, we will send you an email confirmation. Approved refunds will be issued to your original payment method within 7–10 business days. Please note:

Original outbound shipping fees are non-refundable
Any applicable customs fees already incurred may be deducted at our discretion

Alternative Resolution: Partial Refund or Store Credit

In the interest of sustainability and customer convenience, we offer a partial refund or The Atelier London store credit as an alternative to a physical return — particularly where return shipping costs would be disproportionately high.

If you are dissatisfied due to fit, style, or general expectations, you may keep the item and receive a partial refund or store credit instead. Please mention this preference when contacting us and our support team will assist you accordingly.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@theatelierlondon.uk. Include your order number and clear photos of the item and the issue. We will offer a resolution in the form of a replacement, full refund, or store credit.

Claims submitted after 7 days of confirmed delivery may not qualify for resolution under this clause.

"Not as Described" Claims

If you believe your item is materially different from what was advertised, please contact us with clear photos and a detailed description. We may request additional documentation before reaching a resolution. Please be aware of the following:

Minor colour variation due to monitor or screen settings is not considered "not as described"
Measurement tolerances of 1–3 cm are within accepted industry standards and do not constitute a defect
Subjective dissatisfaction (e.g., "I don't like the fabric") does not constitute a valid "not as described" claim

Where we confirm a clear manufacturing defect or fulfilment error, we will resolve the matter with a full refund, replacement, or store credit.

Package Marked as Delivered But Not Received

If tracking confirms delivery but you have not received your package, once a carrier marks a shipment as delivered, responsibility for final-mile delivery rests with the carrier. We recommend:

Contacting your local carrier to file a formal non-delivery or missing package claim
Obtaining a claim reference number from the carrier for your records
Checking with neighbours, building management, or household members
Filing a police report if theft is suspected

We are unable to issue refunds or replacements for orders confirmed as delivered unless the carrier formally acknowledges a delivery error following a completed investigation.

Return-to-Sender Orders

If a package is returned to us due to an incorrect or incomplete shipping address, a refused delivery, or an unclaimed parcel, the following terms apply:

Refunds will only be issued once the item is received back at our facility
A 15% restocking fee will be deducted from the refund amount
Original shipping fees are non-refundable

Please verify your shipping address carefully before completing your order.

Chargebacks & Dispute Resolution

We encourage you to contact us directly before filing a chargeback or dispute with your bank or payment provider. We are committed to resolving issues promptly and fairly, and most concerns can be addressed within 1–2 business days.

If a chargeback is filed, we will submit all relevant documentation to your issuing bank, including our return policy, order confirmation, tracking details, and any prior support communications. Customers who initiate chargebacks without first contacting us may be restricted from future purchases.

Refund Timelines

Refunds are processed within 7 business days after the returned item is received and inspected
Refunds are issued to the original payment method used at checkout
A confirmation email will be sent once the refund has been processed
If the refund has not appeared within 14 business days, please contact your bank or card issuer directly

Order Cancellations

Orders may be cancelled within 24 hours of purchase, provided they have not yet entered processing or fulfilment. To request a cancellation, email us immediately at info@theatelierlondon.uk with your order number. Once an order has been dispatched, a return may be requested in accordance with this policy.

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