LUXURY ATELIER / CLIENT SERVICES
Returns & exchanges
RETURNS, EXCHANGES & REFUNDS
Effective 28 October 2026.
Our return window
You may notify us that you wish to return or exchange an item within 15 calendar days of receiving it. During the first seven days you may request a return or exchange without giving a reason. No explanation is required for a change-of-mind request within our 15-day window. Contact [email protected], use live chat, or open Returns, exchanges & refunds from your private order page. Include your order number and the item concerned. Permission or a particular form is not required to exercise a statutory cancellation right.
How to send an item back
Returns are handled in Guangzhou, Guangdong, China. Contact us for the complete receiving address, recipient details and return instructions before posting; the district or city name alone is not a delivery address. After notifying us, send the item back within 14 days, unless a longer period applies by law or is agreed with our team. Keep the shipping receipt and tracking. If you are close to a deadline and have not received instructions, email us immediately; our response time does not shorten your rights.
Condition and inspection
You may inspect an item as you reasonably would in a shop. Return it with the accessories and packaging supplied where possible. Any deduction for a loss in value must be justified by handling beyond what is needed to establish the item's nature, characteristics and functioning, and must be allowed by applicable law. The absence of original packaging alone does not automatically remove statutory rights. Faulty, damaged, incorrect or misdescribed goods are assessed separately from change-of-mind returns.
Return costs and exchanges
We bear the return shipping cost to our Guangzhou receiving address, including change-of-mind returns and exchanges within our return window. Contact us for a prepaid tracked label where available, or an agreed tracked return service that we arrange or reimburse. We do not deduct an agreed return shipping cost from your refund. If you need to book a return yourself to meet a legal deadline, keep the postage receipt and tracking and contact us promptly. Where goods are faulty, incorrect or damaged, we also arrange or reimburse reasonable return costs as required by applicable law. Replacement availability and any price difference are agreed before an exchange; there is no obligation to accept store credit instead of a refund where a refund is due.
Bank-transfer refunds
An approved refund is returned to the original payer through an agreed, verified bank-transfer route. We confirm the refundable amount, currency and any relevant bank-processing information with you. Our staff must actually send the refund and retain its bank reference before marking it completed. A status update on the website does not itself transfer money. We do not require online-banking passwords or one-time codes.
Refund timing
We process refunds without undue delay and within the period required by applicable law. For a qualifying statutory withdrawal, reimbursement is normally due within 14 days of notification; where permitted we may wait until the returned goods or evidence of their dispatch is received, whichever is earlier. Any standard outward delivery charge paid is refunded where legally required; our standard outward shipping is complimentary. Bank settlement time is additional and is not a reason to delay initiating an owed refund.
Your legal rights
This policy is additional to your mandatory consumer rights. Where applicable, UK and EU distance-selling withdrawal rights include at least 14 days from receipt to notify cancellation and a further 14 days to send goods back. Rights concerning faults, misdescription or non-delivery may extend beyond our 15-day commercial window, including applicable Australian consumer guarantees. Nothing here limits a remedy or longer period that the law gives you. Any lawful exception for a genuinely personalised product must be disclosed before purchase; an ordinary stock item is not treated as personalised simply because it was ordered for you.