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Refund policy

RETURNS & REFUNDS

• All 100ml fragrance bottles are eligible to be returned for a store credit ONLY, within 14 days of receiving your order.
• 10mls are NOT eligible to be returned, as these creations are considered final sale, unless faulty.
• Products must be in original packaging, unopened and unused to be eligible for a return. We reserve the right to deny a refund if items are returned late, used or damaged in any way. Denied returns will be shipped back to the customer.
• The cost of return shipping at the customer’s expense is non-refundable. This includes purchases that have been returned to the sender due to incorrect address or failure to collect.
• In the event of a return, please be aware that any free gift should be returned. If you fail to include the gift, we reserve the right to deduct the full retail value of the gift from your refund.
• All discontinued, markdown items are final sale and cannot be returned.

 

 

EXCHANGES

Due to the made to order nature of our products we do not offer exchanges. If you decide you want to return your 100ml purchase, you may do so within the timeframe to receive a store credit to which you then can re-purchase your desired fragrance.

 

 

STORE CREDITS

Store credits do not expire and can be used until the entire value has been redeemed.

 

FAULTY ITEM 

If you believe you have received a fragrance with a manufacturing fault or the wrong scent entirely, please contact our Customer Service team as soon as possible or within 30 days at sales@atelierlux.co.za with 2-3 clear photos of the issue. Our team will assess the situation and assist you with the next steps to resolve the issue. Please note that ATELIER™ does not accept returns for fragrances that have been damaged due to mishandling, exposure to extreme temperatures, or general wear and tear.
WHAT SHOULD I DO IF I RECEIVED AN INCORRECT ITEM?
 

We're sorry to hear you received the incorrect item!

Please send an email to sales@atelierlux.co.za with your order number and clear images of the item you received so we can resolve this as quickly as possible.