Refund policy

Please take note that we will not accept anything that’s worn, damaged, washed, or altered in any way. All original tags must be attached. Earrings are not eligible for an exchange or store credit due to hygiene purposes. Sale and discounted item(s) purchased through online cannot be returned unless the item(s) were delivered faulty. Also, gift cards are non-returnable and non-refundable. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the product back to you.

In the event that you have received a wrongly/ defective item, please email us at attheatellier@gmail.com with an image of the area-of-concern and relevant order number input as the title field. However, please kindly note that we are only able to process such exchange requests within 48 hours of receiving your order so we can resolve any issues efficiently.

In the event that the item you originally ordered is out of stock, we are only able to offer a replacement item or via store voucher which you may utilize for your next purchase. Refund of cash or payment is not available unless there is a website error (i.e. wrong pricing shown on the website) refund of cash or payment to your original payment method (i.e. Online Banking, Credit Card, Paypal) will require a handling & processing fee, which will be deducted from the amount to be refunded to you.

We quality check each and every one of our products and goods by hand before shipping or delivering it to you, because we want you to be happy with your purchase. However, should any of our products contain any Manufacturing defects, you may exchange or refund your purchase, subject to the terms below.

Please refer some of the alternatives for you to reach us regarding this issue: (please also read below for information on what does not constitute a defect)

STEP 1. Within 48 hours of delivery, you must notify us in writing that your product contains a manufacturing defect, which notice must contain your order ID, defective product/section picture to attheatellier@gmail.com. 

STEP 2.  Bring your item to the nearest post office and fill in our address in the consignment note.

STEP 3. We will take at least 3-5 working days to prepare and refund store credit to you for your new order. In the meantime, please do patiently wait for us to process.

• Once the product has been returned, it will be checked. If the defective product contains a manufacturing defect, you have the option of a refund or exchange.
• Defective goods / manufacturing defect does not include wear and tear, damage due to incorrect use, damage caused after shipping our products to you.
• Each and every one of our products are hand made. By its nature, each product will be different. You accordingly accept that the picture on the website (http://www.theatellier.com) will not necessarily be a picture of the product you receive insofar as the product will have inter alia different textures, differ slightly in shape/ size, colour, have different colour linings and different markings.

Note : We can only reship the same item as the damaged item that you originally purchased. If the damaged item that you originally purchase is not in stock you may choose a new item of equal or lesser value.