Refund policy

Returns & Refund Policy

Last updated: 26 August 2026

We want you to love what you ordered. If something isn't right, this page explains exactly how returns and refunds work at ATELIER FOUDRE. This Policy forms part of our Terms of Service.

1. At a glance

• Cancel an order before dispatch — within 24 hours of placing it
• Start a return — within 14 days of delivery
• Report damaged, faulty or wrong items — preferably within 24 hours of delivery, with photos
• Report a parcel that has not arrived — within 20 days of the last tracking update
• Refund issued — within 10 business days of the return being received and approved
• Refund method — your original payment method; store credit available on request

2. Cancelling an order

You can cancel an order free of charge by emailing info@atelierfoudre.com with your order number within 24 hours of placing it, provided it has not yet been dispatched. We will confirm the cancellation and refund you in full.

Once an order has been dispatched it can no longer be cancelled, but you can return it under Section 3.

3. Returning an item

Step 1 — Ask us first. Email info@atelierfoudre.com within 14 days of delivery with your order number, the item you wish to return and the reason. Returns must be approved before you send anything back — parcels sent without prior approval may be refused or delayed.

Step 2 — We send instructions. Once approved, we will send you the correct return address and instructions. Our return address is provided at this stage; please do not send returns to an address shown on the parcel or to any other business address unless we instruct you to do so.

Step 3 — Send it back. Ship the item within 14 days of receiving our approval, using a tracked service, and send us the tracking number. Keep your proof of postage until the refund is complete.

Step 4 — We inspect and refund. On arrival we inspect the item. If everything is in order, we refund you within 10 business days to your original payment method. Your bank or payment provider may take a few extra days to show the funds.

4. Condition of returned items

To be accepted, an item must be returned:

• unworn, unwashed and unaltered;
• with all original tags still attached and any hygiene seal intact;
• free from make-up, fake tan, perfume, deodorant, stains, pet hair and smoke odour;
• in its original packaging, with any belt, cover, bag or accessory included.

Please try garments on carefully. You are welcome to handle an item as you would in a shop; if handling goes beyond that and reduces the value of the item, we may reduce your refund accordingly where permitted by applicable law, and we will explain the deduction to you.

Items returned in a condition that cannot be resold may be refused where permitted by applicable law. Where that happens, we will contact you and may return the item to you at your cost.

5. Return shipping costs

• You pay return shipping, plus any duties or clearance fees arising on the return, where you are returning an item because you changed your mind, chose the wrong size, or no longer want it, except where applicable consumer law provides otherwise.

• We pay return shipping where the item is faulty, damaged in transit, or not what you ordered.

Any import duties charged to us on a returned parcel may be deducted from your refund where permitted by law, except where this would conflict with your statutory right of withdrawal.

6. Deductions from refunds

Customers in the European Union and the United Kingdom exercising a statutory right of withdrawal: no handling or restocking fee is deducted. Where required by applicable law, we refund the price of the item together with the standard delivery charge originally paid. If you chose a more expensive delivery option, only the standard delivery amount may be refundable.

Customers elsewhere: where permitted by applicable law, a handling and restocking fee of up to 20% of the item price may be deducted on change-of-mind returns. Original shipping charges may not be refundable in these cases.

All customers: no handling or restocking fee is deducted where the item is faulty, damaged in transit, or not what you ordered. In that case, you receive the remedies required by applicable law, including applicable shipping costs.

7. Your statutory right of withdrawal (EU and UK customers)

If you are a consumer in the European Union or the United Kingdom, applicable consumer law may give you the right to withdraw from an eligible online purchase within 14 days of receiving the goods without giving a reason.

To exercise this right, tell us clearly by emailing info@atelierfoudre.com. You must then return the goods within the period required by applicable law.

Where the statutory right applies, we will process the refund within the timeframe required by applicable law. We may be entitled to wait until we receive the goods back or receive evidence that you have sent them, where permitted by law.

Certain goods may be excluded from the statutory right of withdrawal, including goods made to your specifications or clearly personalised, and certain sealed goods where the seal has been broken and the exclusion is permitted for health protection or hygiene reasons.

Nothing in this Policy limits your mandatory statutory rights, including your rights where goods are faulty or not as described.

8. Items that cannot be returned

Subject to applicable consumer law:

• Items clearly marked “Final Sale” on their product page at the time of purchase, where such an exclusion is legally permitted.
• Gift cards, except where applicable law requires otherwise.
• Items made or altered to your specifications, or personalised for you, where legally permitted.
• Change-of-mind items returned outside the applicable return window.
• Items returned in a condition that does not meet Section 4, where refusal or a reduction in refund is legally permitted.

These exclusions do not override mandatory consumer rights, including rights relating to faulty, damaged or incorrectly supplied goods.

9. Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, email info@atelierfoudre.com, preferably within 24 hours of delivery, and include:

• your order number;
• clear photographs of the item showing the problem;
• a photograph of the outer packaging and shipping label where relevant.

Reporting within 24 hours helps us resolve the issue quickly and make a claim against the carrier where transit damage is involved. Reporting after 24 hours does not remove any mandatory statutory rights you may have. Faults that could not reasonably have been spotted on inspection may be reported when you notice them, subject to applicable law.

Where a claim is confirmed, we will provide the remedy required by applicable law, which may include repair, replacement or a refund, depending on the circumstances and your legal rights.

Please note that minor colour differences caused by screens, reasonable measurement variations stated on our product pages, and natural irregularities inherent in handcrafted materials, lace, beading or embroidery may not constitute faults. This does not affect your statutory rights where an item does not conform to the contract or description.

10. Parcels that do not arrive

If tracking shows no movement for an extended period, or the parcel is marked delivered but you have not received it, please contact info@atelierfoudre.com as soon as possible and preferably within 20 days of the last tracking update so we can open an investigation with the carrier.

Carrier claim deadlines may apply, so prompt notification helps us investigate. This notification period does not limit any mandatory statutory rights you may have.

Where a parcel is confirmed lost in transit, we will provide the appropriate replacement or refund.

We cannot accept responsibility for delivery problems caused solely by an incorrect or incomplete address supplied at checkout, or where a parcel was delivered or left according to your express delivery instructions, except where applicable law provides otherwise.

11. Exchanges

We do not offer direct exchanges. To change size or colour, return the original item under Section 3 and place a new order. This helps ensure that the replacement item is reserved for you.

12. Store credit

If you prefer store credit instead of a refund, tell us when you request the return. Where offered, store credit is issued as a gift card code, is valid for 12 months from issue, is non-transferable and cannot be exchanged for cash except where required by law.

Choosing store credit is optional and does not replace a refund or other remedy that you are legally entitled to receive.

13. Refused, unclaimed or undeliverable parcels

If a parcel is refused, or returned to us because it was not collected, import charges were not paid, or the address supplied was incorrect, we may deduct outbound and return shipping costs and duties or fees charged to us from any refund where permitted by applicable law.

Where you are exercising a statutory right of withdrawal, your mandatory statutory rights take priority over this provision.

14. Contact

All return and refund requests: info@atelierfoudre.com

We aim to respond within 1–3 business days.