FAQ

Frequently Asked Questions

What is Golden Atelier?
Golden Atelier is your go-to online store for high-quality women’s clothing, shoes, bags, lights, and furniture. We offer a curated selection of stylish and affordable products to enhance your wardrobe and home décor.

How can I contact customer support?
You can reach our customer support team via email at goldenatelierofficial@gmail.com. We are available from 9 AM to 6 PM, Monday to Friday.

Where is Golden Atelier located?
Golden Atelier is an online-only store based in Kolkata City, India. We ship our products globally.

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Yes, shipping is free worldwide on all items.

What is the processing time for orders?

After receiving your order, we will process it within 3 to 4 business days. Processing time may vary depending on the product and availability.

How long does shipping take?

Shipping time refers to the time it takes for the order to be delivered after it has been processed and shipped. Orders are shipped out directly from any of our many domestic and international warehouses. Please allow an estimated 2-4 weeks for your order to arrive, though this may vary from product to product due to distance and customs.

Why is my order being shipped in different packages?

If you have a multi-item order, each item may be shipped from a different international warehouse, depending on availability. Additionally, if an item is on back order, we might ship your items at different times in different packages to prevent delays.

How can I track my order?

Once your order is shipped, we will provide you with a tracking number or link, which you can use to track the status of your package. Please note that tracking information may take some time to update.

What should I do if I want to cancel my order?

If you want to cancel your order, please email us at goldenatelierofficial@gmail.com within 24 hours of placing the order. If more than 24 hours have passed, we cannot guarantee cancellation, but you can still contact us to check the status. If your order has already been shipped, you will need to wait until it arrives and then return it.

What happens if my order gets stuck or lost in the mail?

All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back, or lost during the delivery process, we will either send you a new package with quicker shipping and full tracking if possible, or refund you the amount when the package gets sent back to us.

Will I be charged for customs and taxes?

The prices displayed on our site are tax-free in USD. You may be liable to pay for duties and taxes once you receive your order, which are determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

What is your return policy?

We accept returns for eligible products within 10 days from the date of delivery to be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.

How do I initiate a return?

If you wish to return an item, please get in touch with our customer support team at goldenatelierofficial@gmail.com with your order details and reason for return. Our team will guide you through the return process, including providing you with the return address.

Who pays for return shipping?

The customer is responsible for the return shipping costs unless the return is due to our error or a defective product. In such cases, we will either provide a prepaid return shipping label or pay for the courier, and the terms will be discussed with the customer beforehand.

When will I receive my refund?

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and credited to your original payment method.

Are there any non-returnable items?

Certain items, such as personalized or intimate goods, may not be eligible for return for hygiene or safety reasons. Please check the product description or contact our customer support for further information.

What if my refund is late or missing?

If you haven’t received a refund yet, please check your PayPal account for the transaction. If it’s not showing on PayPal, contact us. If it is showing on PayPal but not transferred to the bank, contact PayPal. If PayPal shows that your money has been transferred to your bank or card, check with your bank or your credit card company as it may take some time before your refund is officially posted.

How do exchanges work?

The exchange process is the same as the return process. Once the old item is returned, you can place a new order for the item you want to exchange.

Should I send my return to the manufacturer?

Please do not send your purchase back to the manufacturer. The return address will always be shared with you via email, not what’s on the packaging.

What sizes do you offer?

We offer a range of sizes from XS to XXL. Please refer to our size guide available on each product page to find your perfect fit.

How do I know what size to order?

Each product page includes a size chart. Please measure yourself according to the guidelines provided and choose the corresponding size.

What is your return policy for clothing?

We accept returns for clothing within 10 days of purchase, provided the items are in their original condition with tags attached. Please visit our Returns & Exchanges page for more details.

How should I care for my clothes?

Care instructions are provided on the product page and on the garment’s label. Generally, we recommend washing at a low temperature and avoiding tumble drying to maintain the quality of your clothes.

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Women's Shoes

What shoe sizes are available?

Our shoe sizes range from US 5 to US 11. Please refer to our shoe size conversion chart if you need help finding your size.

Can I return or exchange shoes?

Yes, shoes can be returned or exchanged within 10 days of purchase, provided they are unworn and in their original packaging. Please visit our Returns & Exchanges page for more details.

How do I take care of my shoes?

Specific care instructions are provided with each pair of shoes. Generally, we recommend keeping them away from direct sunlight and moisture, and using a soft brush or cloth to clean them.

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Women's Bags

What types of bags do you offer?

We offer a variety of bags including handbags, tote bags, crossbody bags, backpacks, and clutches.

Are your bags made from genuine leather?

We offer both genuine leather and high-quality faux leather options. Product descriptions will specify the material used.

How do I care for my bag?

For leather bags, use a leather conditioner and avoid exposure to water. For fabric bags, spot clean with a damp cloth. Detailed care instructions are provided with each bag.

Can I return or exchange a bag?

Yes, bags can be returned or exchanged within 10 days of purchase, provided they are unused and in their original packaging. Please visit our Returns & Exchanges page for more details.

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Lights

What types of lights do you offer?

We offer a wide range of lighting solutions including ceiling lights, table lamps, floor lamps, and wall sconces.

Are the light bulbs included with the lights?

Light bulbs are not included with most of our lighting products. Please check the product description for details.

How do I install my light?

Installation instructions are provided with each light. For complex installations, we recommend hiring a professional electrician.

Can I return or exchange a light?

Yes, lights can be returned or exchanged within 10 days of purchase, provided they are unused and in their original packaging. Please visit our Returns & Exchanges page for more details.

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Furniture

What types of furniture do you offer?

We offer a variety of furniture including sofas, chairs, tables, beds, and storage solutions.

Is assembly required for your furniture?

Some of our furniture items require assembly. Detailed instructions and all necessary hardware are provided.

What materials are your furniture made from?

Our furniture is made from high-quality materials such as solid wood, metal, and durable fabrics. Specific materials are listed in the product descriptions.

Can I return or exchange furniture?

Yes, furniture can be returned or exchanged within 10 days of purchase, provided it is unused and in its original packaging. Please visit our Returns & Exchanges page for more details.

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If you have any other questions, please feel free to contact us at:

EMAIL: goldenatelierofficial@gmail.com


Thank you for shopping with Golden Atelier !