Return and Refund Policy

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!

Return Policy

Atelier Lavande will accept, for return or exchange, items that are purchased off our website within 30 days of the purchase under the following conditions:

    1. No signs of damage were found. The product is guaranteed to be intact as when it was delivered.
    2. All original packaging is intact and must be included when the customer returns the product to us.
    3. Hygienesensitive products have been thoroughly cleaned before the return process begins.
    4. The order always contains all corresponding parts, components, and packaging exactly as the product arrived.
    5. The product must still have all original tags attached. The product tags and labels must remain intact.
    6. Gift products are not eligible for return or exchange.

    * We reserve the right to refuse the return of items if we suspect that the items have been used or damaged through no fault of ours. You can read more about our refund policy here: https://atelierlavande.com/pages/refundpolicy. Return requests are valid for products purchased on our website within thirty days from the date of purchase and do not apply to any sales channels other than our website. Any sign of damage will compromise the Atelier Lavande warranty.


    Regarding size exchange, promotional items will not be supported for exchange.

    Item(s) cannot be returned or exchanged after 30 days of purchase.

    To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.

    Send an email to: support@atelierlavande.com
    Make sure the email includes the following information:

    Order number;
    Reason for the return request;
    Photo of the product in case of breakage;
    Customer's first name + last name;
    Customer's address

    We will then speak to you and provide you with the return address.

    Never send the return to the sender, we will provide you with the correct address after you ask us to. You, the customer, are responsible for the shipping costs of returning the
    product.

    *Items must be undamaged, unused and in their original packaging.

    *Items must be shipped within 5 days at the latest after the request is accepted.

    *To facilitate sizerelated returns, please include a photo in your email where we can clearly see the size of the product. Click here to see example image.

    Exchanges (if applicable)

    For all returns of exchanges please contact: support@atelierlavande.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

    Return Shipping (if applicable)

    You will be responsible for paying for your own shipping costs for returning your item.

    If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We dont guarantee that we will receive your returned item.

    * ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

    Late or Missing Refunds (if applicable)

    There is often some processing time between financial institutions before a refund is posted (between 23 days is normal). If you still have not received your refund after this timeframe, please send us an email at support@atelierlavande.com and allow us the opportunity to investigate the matter further.

    Gifts

    Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, youll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you. 

    Damaged Items

    If you receive a damaged or defective item, please submit a request to our email team support@atelierlavande.com
    * We encourage customers to record a video of the unboxing process.

    If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.

    Feedback

    We would love to hear your feedback, questions, or any concerns. Please feel free to email us at support@atelierlavande.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.