RETURNS & EXCHANGES
In the event that Customers are not satisfied with the item(s) purchased, it is possible to return unworn and unused items to request a refund or an exchange. The conditions and procedure for this are as follows.
Products shall be returned in the original packaging and in the same conditions in which they were originally sent: unworn, not washed or altered. Moreover, returns shall be returned equipped with all tags and any original accessories, including the authenticity tag and safety seal that must not be cut or broken. Damaged returns shall not be accepted and can be sent back to the Customer at their expense.
Shoes and accessories shall be returned in their original box, which is an integral part of the product. AtelierOnWeb.com does not accept returns of underwear and swimwear garments.
Returned garments must be sent only from the country where delivery has taken place.
Return shipping is free
To request an authorisation to return, it is necessary to send an e-mail to email@example.com within 10 working days from day of delivery, by indicating the order number, the item codes, the reason for return and the chosen repayment method. The options available are: refund, change of size or change of colour. We do not accept model changes.
Within 3 working days the Customer shall receive a confirmation e-mail with an authorisation number. At this point the Customer will be able to prepare the package, sticking the adhesive label that was sent together with the original order to the outside of the package: the label is pre-printed with AtelierOnWeb.com’s returns address and a box where to enter the authorisation number sent by e-mail.
Shipping shall take place with the same Courier company that delivered the goods. AtelierOnWeb will take care to arrange the collection. The local TNT will contact the Customer to agree the collection date.
Return into the warehouse must take place within 10 working days from the date of authorisation. Within 3 working days from receiving the returned goods, AtelierOnWeb.com shall send a confirmation e-mail accepting the returns.
AterlierOnWeb.com reserves the right to inspect the returned garments and, if they do not comply with the relevant conditions, to return them at the cost of the purchaser.
The acceptance e-mail shall indicate the compensation, depending on the option selected, as specified below.
Where a simple refund has been requested, this shall apply to the price of the garment only and not to shipping costs and customs duties.
AtelierOnWeb.com shall endeavour to carry out the refund immediately, in any case within 10 working days from the date of accepting the returns: the actual date of the credit appearing on the Customer’s statement may vary due to factors that are outside the responsibility of AtelierOnWeb.com.
Refund shall be made on the same credit card, bank account used by the Customer for payment.
Exchanges accepted are only concerning size or colour of the same model; it is not possible to change model. Delivery of the garment requested as exchange is free, customs duties are to be borne by the Customer. Free shipping is available only for a single free exchange per authorised return.
Products received already damaged or that manifest a patent defect are considered as faulty. AtelierOnWeb.com reserves the right to refuse unauthorised faulty returns.
In the event that a faulty return is accepted, AtelierOnWeb.com shall refund the purchase price for that garment, shipping costs and customs duties. In the event that the original shipment took place as a DDU, with duties and taxes paid at destination, such amounts shall be refunded if, included in the return package, the relevant documentation is sent to AtelierOnWeb.com.