Frequently Asked Questions

About Golden Atelier & Support

1: What is Golden Atelier?

Golden Atelier is a curated wardrobe house — selecting refined clothing, shoes, and bags for women who choose with intention.
We don’t manufacture fast fashion. We handpick pieces from trusted high-rated creators, chosen for elegance, fabric integrity, fit, and styling versatility.

2: How can I contact customer support?

You can email us at goldenatelierofficial@gmail.com.
Our support hours are Monday to Friday, 9 AM to 6 PM.
We reply personally — not with bots.

Payments & Shipping

3: What payment methods do you accept?

We currently accept PayPal as our payment method.
Additional secure payment options will be introduced over time.

4: Is shipping free?

Yes. We offer free shipping on all orders, with no minimum spend required.

5: What is the processing time for orders?

Once you place an order, we prepare it for dispatch within 3–4 business days.
Certain curated or made-to-measure items may require a little extra time.

6: How long does shipping take?

Delivery typically takes 2–4 weeks from dispatch, depending on your location, customs, and origin warehouse.
Some items arrive sooner; we’ll share a tracking link once it’s on the way.

7: Why did my order arrive in multiple packages?

We curate from select partner warehouses and ateliers.
To avoid delays and depending on stock, different items in your order may ship separately.

Tracking, Delays & Lost Parcels

8: How can I track my order?

Once your order is shipped, you’ll receive a tracking number or link via email.
Please note that tracking updates can sometimes take a few days to reflect movement.

9: What happens if my order is delayed, stuck, or lost?

All orders are covered with insured shipping.
If a parcel is lost, returned, or stuck in transit beyond reasonable time, we will either reship the order with tracking or process a refund once confirmed.

Cancellations, Returns & Refunds

10: Can I cancel my order?

If you wish to cancel, please email us within 24 hours of placing your order.
After 24 hours, we may already be processing shipment and can no longer guarantee cancellation — but you can still return the item once it arrives.

11: What is your return policy?

We accept returns for clothing, shoes, and bags within 10 days of delivery, provided items are unused, unaltered, and in original packaging.

Made-to-order gowns: These are created specifically for you. Refunds are only possible in case of quality or manufacturing issues.

12: Who pays for return shipping?

If the return is due to our error or a defective product, we will cover or arrange return shipping.
Otherwise, return shipping is the customer’s responsibility.

13: How do I start a return or exchange?

Email goldenatelierofficial@gmail.com with your order number and reason for return.
We’ll share the return address and next steps.
Please do not send items back to the manufacturer address on the package.

14: When will I receive my refund?

Once your returned item is received and inspected, we’ll notify you.
If approved, the refund will be issued to your original payment method.
Timing depends on your bank or PayPal.

15: What if my refund seems late?

First, check your PayPal or bank statement.
Then contact PayPal or your bank if needed.
If you still need help, feel free to email us — we’ll support you through the process.

Sizes, Fit & Care

16: What sizes do you offer?

Most of our garments are available from XS to XXL (size ranges may vary per style).
Each product page includes specific size information.

17: How do I know what size to order?

Every product page includes a Size Guide and measurement chart.
We strongly recommend measuring yourself and comparing with the chart — especially for fitted dresses and gowns.

18: How should I care for my clothing?

Care instructions are listed on the product page and on the garment’s care tag.
Generally, we recommend cool washing, gentle detergents, avoiding high heat, and following any dry-clean-only labels to preserve drape and structure.

19: How do I care for shoes and bags?

• Keep them away from prolonged moisture and direct sunlight
• Use a soft brush or cloth for cleaning
• Leather bags: use leather conditioner and avoid water
• Fabric bags: spot clean only
Each product may include additional care notes.

Materials & Product Details

20: Are your bags and shoes genuine leather?

We offer both genuine leather and high-quality vegan alternatives.
Material details are clearly mentioned on each product page so you can choose according to your preference.

Contact

21: I still have a question. How can I reach you?

We’re always happy to help.
📩 Email: goldenatelierofficial@gmail.com
We aim to respond thoughtfully and as quickly as possible during working hours.