Return Policy

We take great pride in the artistry of our handmade products and are committed to ensuring that they meet your highest expectations. Our ultimate goal is your complete satisfaction with your purchase, and if for any reason you are not entirely satisfied, we are here to assist you in obtaining a prompt and hassle-free refund. Depending on the product you have purchased, we will provide you with detailed return instructions to facilitate a smooth and seamless process.

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After 14 days from the date of your purchase, we regret to inform you that we are unable to provide a refund or exchange for your product. This is in accordance with our policy regarding returns and exchanges.

In order to qualify for a return, the item in question must be in its original packaging and unused, in the same condition as it was received. Please note that there are several products that are not eligible for return, including those purchased with a discount code or through a "Sale" promotion, all items from our Cartier Line (due to their specialized, handmade measurements), and any Made to Order (MTO) products.

Please ensure that you send the return package via DHL Express or Fedex, as we cannot accept national post services. The cost of return postage will be at your expense. Any additional postage charges incurred by us for your package may be deducted from your refund. It is your responsibility to ensure that the parcel reaches us safely and intact, as we cannot be held liable for any damage or loss during transit. Please note that our return policy lasts for 14 days from the date of purchase. If 14 days have elapsed since your purchase, unfortunately, we cannot offer you a refund or exchange.

We do not provide return shipping labels.

We do not refund shipping costs.

To complete your return, we require a receipt or proof of purchase.

We are pleased to offer FREE shipping rates to our valued customers. However, in the event of a return or exchange, the full shipping cost will be charged, which is €30 for orders shipped to the EU and €35 for orders shipped to the rest of the world.

Please note that in certain circumstances, only partial refunds may be granted, as follows:

• If an item is not in its original condition, damaged, or missing parts due to reasons not attributable to our error
• If an item is returned more than 14 days after delivery

Refunds (if applicable)
Upon receipt of your returned item, we will conduct an inspection and subsequently send you an email confirming the receipt of the item. You will be informed of the status of your refund request, and if approved, the refund will be processed and credited to your original method of payment or credit card, within a reasonable timeframe

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@atelierdelsur.com
Sale/sample items (if applicable)
Only regular priced items may be refunded, unfortunately sale/sample items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@atelierdelsur.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, send us an email requesting the return address. We do not provide return shipping lables.

In order to return your item, you are required to bear the shipping costs, which are non-refundable. If you receive a refund, the shipping cost will be deducted from the refunded amount.

Please note that the duration for the exchanged product to reach you may vary depending on your location.