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Returns, Refunds, and Exchanges

Thank you for purchasing from Atelier Alain. If the items you received are unsuitable, we are happy to offer return and exchange services. Please read our return and exchange policy carefully:

Return Methods

Email: contact@atelieralain.com 

Important: Do not return any item until you receive a confirmation email with the authorized return address and packing guidance before shipping. For accuracy, safety, and fraud-prevention, ship only to the address provided in our email. We communicate exclusively from contact@atelieralain.com.

If anyone contacts you from a different email claiming to represent Atelier Alain and asks you to pay money or ship goods, do not comply—this is a scam. Please ignore it and notify us.

 

Return and Exchange Policy

You can request a return or exchange within 14 days of receiving your item. Requests made after this period will not be accepted:

  • Items must be unused, unwashed, and in their original packaging with all tags and labels attached. Any signs of wear, damage, or missing components will result in the return being refused.
  • If a return reduces your order below a promotion threshold (e.g., “Buy 2 items, get a cardholder”), the promotional gift must be returned unused and in its original packaging—including tags and complimentary gift-ready packaging—together with the returned items; otherwise the return will be ineligible or the gift’s value will be deducted from the refund.
  • If the promotional gift is not returned, used, or missing components/packaging, the retail value of the gift will be deducted from your refund.
  • All return and exchange requests require proof of purchase (e.g., order number).
  • If you paid for shipping and your order did not qualify for free shipping, the original shipping costs will not be refunded. Only the product price will be refunded.
  • Natural leather variations — Subtle surface marks such as light scratches, healed scars/blood veins, and insect-bite marks are inherent to genuine leather and are not considered defects or grounds for a refund.
  • Color display — We photograph products without filters or beautification. Minor color differences caused by screen/device settings, lighting conditions, or batch dye variation are normal and are not defects or grounds for a refund.
  • Measurement tolerance — Minor size deviation due to hand measurement/production (about ±0.5–1.0 cm / ±0.2–0.4 inch) is normal and not a defect.
  • Leather scent — A light leather/tanning odor that dissipates after airing is normal and not a defect.
  • Transit creases — Light creasing from packaging that relaxes with use/airing is normal and not a defect.

Custom Items

For custom-made products, we will confirm the design and size with you via email before production begins. Once confirmed, we cannot accept refunds or exchanges based on personal preferences, expected outcomes, or similar reasons, unless there is a quality issue.

 

Return and Exchange Process

1. Contact Customer Service: 

Reach out to our customer service team at contact@atelieralain.com, indicating whether you want a return or exchange, and providing proof of purchase and photos of the item.

2. Obtain Return Authorization:

    • Our customer service team will respond within 1-3 business days with return authorization and the return address.
    • Validity: Return authorizations are valid for 7 calendar days from the date issued.
    • Parcels shipped after an expired authorization may be refused or returned to sender.

    3. Return the Item:

    • Send the item, including all accessories and original packaging, back to us, ensuring it is well-protected during shipping.
    • Ship-by deadline: Please ship within 7 calendar days of our authorization and provide tracking within 3 calendar days of shipment. Authorizations that expire may be closed; you can request a new one if still within the 14-day return window.
    • To expedite processing, include a return slip in the package with your order number, surname, first name, and reason for return.
    • Return shipping costs are the responsibility of the customer, unless the item is defective.
    • No COD shipments: We do not accept cash-on-delivery/collect-on-delivery parcels; such shipments may be refused or returned to sender.

    4. Inspection and Processing:

    • We will inspect the returned item within 7 business days of receipt.
    • Returns showing use or damage (including scratches/cuts caused by sharp objects, stretched belt holes, heavy creasing, or bent hardware) will be rejected.
    • If you believe your item is defective, please contact us before shipping so we can assess under our Warranty and, if approved, provide the appropriate instructions.

    5. Response window:

    If we don’t receive your reply within 7 calendar days, we may close the case. You can reopen it if you’re still within the 14-day return window.

     

    Refund Policy

    Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days. The refund time will depend on the payment method. Please see below for details:

    • If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions.
    • If you paid by PayPal, refunds will be sent to your PayPal account within 3 business days.

    If the return passes inspection, we will process your refund as described below; if it fails inspection, we will follow the options below and no refund will be issued.

    If a Return Fails Inspection

    If the returned item shows use or damage and does not meet our restocking standards (e.g., scratches/cuts from sharp objects, stretched holes, heavy creasing, bent hardware, color transfer, odors/stains, or missing promotional gifts/gift-ready packaging), we will email you with photos. In such cases, no refund will be issued. You may choose:

    • Return to you — shipped back to your address (postage at your cost);
    • Negotiated resolution — a non-cash remedy adjusted for condition and any missing components; details confirmed in writing at our discretion.;
    • Eco-disposal — with your written consent.

    Please reply within 7 days; otherwise, we may return it postage due or dispose of it per local regulations. Original shipping, duties and taxes are non-refundable.

    Late or Missing Refunds

    • 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 contact@atelieralain.com

      Exchange Process

      If you need a different size or color, please specify this in your request, and we will process the exchange based on stock availability.

      Quick Method

      If you need the new item quickly, follow these steps after contacting us via email:

      • Order the desired size or color directly from our website. Your order will be processed and shipped immediately.
      • Return the original item to us.
      • Upon receiving your return, we will refund the original item. This method typically saves 10-14 business days compared to the standard exchange process.

      Standard Method
      If you prefer a traditional method:

      • First, send the item you wish to exchange to us.
      • The exchange item will be shipped once the original item passes inspection, with a processing time of approximately 3-5 business days.

      Important Notes

      • Any damage or wear caused by improper use is not covered by our return and exchange policy.
      • Any items that are worn, altered, or marked after receipt will not qualify for a refund.
      • Missing original packaging, tags, or gifts will disqualify the item from refund eligibility.
      • Custom items are not eligible for return or exchange unless they are defective.
      • Orders exceeding $200 are not eligible for return unless the item is defective, or the return is due to an error on our part. This measure is in place to prevent potential abuse.


      If you have any questions or need further assistance, please contact our customer service team. Thank you for your support and trust in Atelier Alain.