At Atelierwear.store, we take immense pride in the quality of our craftsmanship. If your purchase does not meet your expectations or fit perfectly, we are here to assist you with a seamless exchange process.
1. The “Studio Quality” Guarantee
You have 7 days from the date of delivery to request an exchange. To be eligible:
- The garment must be unworn, unwashed, and in its original condition.
- All Atelierwear tags and original packaging must be intact.
- The Unboxing Requirement: For your protection and ours, we require an unboxing video if you are claiming that an item arrived damaged or with a manufacturing defect. This helps us hold our courier partners accountable.
2. Non-Returnable Items
Due to hygiene standards and the delicate nature of luxury fabrics, we cannot accept returns for:
- White or Off-White garments.
- Final Sale / Clearance items.
- Customized or “Made-to-Measure” pieces.
- Items with makeup stains, perfume scents, or deodorant marks.
3. Exchanges (Size & Style)
- Size Issues: If the fit isn’t right, you can exchange it for a different size (subject to availability).
- Style Change: You may exchange your item for any other piece in our collection of equal or higher value (paying the difference).
- Store Credit: If your desired size/style is out of stock, we will issue a Store Voucher valid for 6 months.
4. Refunds
- Store Credit Only: We generally issue refunds in the form of Store Credit/Vouchers for all “change of mind” or sizing issues.
- Cash/Bank Refunds: These are only processed if the item is proven to be defective (via unboxing video) and we are unable to provide a replacement.
- Timeline: Approved bank refunds (JazzCash, EasyPaisa, or Bank Transfer) take 7–10 working days to process.
5. Shipping Costs
- Defective/Wrong Item: If we sent the wrong item or a defective piece, Atelierwear.store covers all shipping costs.
- Standard Exchanges: For size or style changes, the customer is responsible for the shipping cost to send the item back to our studio.
6. How to Initiate an Exchange
- Email Us: Send your Order ID and photos/video of the garment to customer support.
- Internal Review: Our QC (Quality Control) team will review your request within 24 hours.
- Ship Back: Once approved, ship the item to our Studio Address.
- Final Inspection: We will inspect the returned item. If it passes our “unworn” check, your new item or store credit will be issued immediately.