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
*Russia conditions (see below)
Return authorization can be requested within 14 days from the date of delivery.
To request an authorization to return, you can access with your login on the website, in My details ares – Order and Returns: you will find the line of the order you intend to return: click on Details and Returns. Select the items you want to return. Choose the method of refund between the refund, a voucher or a size exchange and Confirm. You will receive our email with the Return Authorization Number. From the website or from our email, you can print the DHL awb label to give to the courier.
Shipping shall take place with the same Courier company that delivered the goods. AtelierOnWeb will take care to arrange the collection. The local DHL will contact the Customer to agree the collection date.
Return into the warehouse must take place within 14 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 14 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.
Return shipments are at client’s expense. Clients have to send an email to firstname.lastname@example.org to request a Return Authorization Number. We suggest to make the return shipment by EMS.
In case of return request of size exchange or store credit, the return shipment will be refunded by a store credit of the same amount of the shipping cost (€ 30).
In case of size exchange unavailable, we will give you a store credit equal to item price plus the shipping cost (€30).
In case of return request of refund, the shipping return is at client’s expense.