Refund policy

 

Last updated: June 12, 2026

At Golden Atelier, we want you to love what you ordered. If something isn't right, here's how we handle returns and refunds.

1. RETURNS & REFUND ELIGIBILITY

You can request a return within 14 days of receiving your order, provided the item meets the following conditions:

  • Unused, unworn, and unwashed
  • In original packaging with tags attached
  • In resellable condition

We accept returns on apparel, footwear, and accessories unless marked as Final Sale.

The following items are not eligible for return:

  • Made-to-order or custom-sized garments (unless defective or damaged)
  • Personalized or customized products
  • Intimate or hygiene-sensitive items with broken seals
  • Items marked Final Sale or Clearance at the time of purchase

2. HOW TO REQUEST A RETURN

  1. Email us at goldenatelierofficial@gmail.com within 14 days of delivery, or use the "Withdraw from contract" button on our website
  2. Include your full name, order number, and the item(s) you'd like to return
  3. Let us know the reason if you'd like to — this helps us improve, though it's not required
  4. For damaged or defective items, please attach clear photo or video evidence

We'll respond within 2–3 business days with return instructions and the correct return address.

Important: Do not send returns to any address on your packaging or product labels — only send to the address our team provides.

3. RETURN SHIPPING COSTS

Return shipping is at the customer's expense unless the return is due to:

  • An incorrect item received
  • A damaged or defective product
  • An item significantly not as described

In these cases we'll provide a prepaid label or reimburse shipping costs, confirmed by email.

4. REFUND PROCESS

Once we receive and inspect your return:

  • We'll notify you of the outcome within 5–7 business days
  • Approved refunds are issued to your original payment method within 14 days of us receiving the item
  • Processing times may vary depending on your bank or payment provider

Refunds will not be issued if items are returned used, damaged, missing tags or packaging, or sent without prior approval.

5. EXCHANGES

We don't offer direct exchanges. If you'd like a different item, initiate a return following the process above and place a new order once your return is approved.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Contact us within 48 hours of delivery with your order number and clear photo or video evidence. We'll resolve it with a replacement, reshipment, or full refund depending on the situation.

7. LATE OR MISSING REFUNDS

If your refund hasn't arrived:

  1. Check your bank or payment provider account
  2. Contact your payment provider as processing delays can occur
  3. If still unresolved, email us at goldenatelierofficial@gmail.com

8. ORDER CANCELLATIONS

Changed your mind before your order ships? Email us as soon as possible and we'll do our best to cancel it. Once dispatched, it will need to go through the return process.

EU customers: you have the right to cancel your order within 14 days of receiving it for any reason, with no obligation to explain. Use the "Withdraw from contract" button on our website or email us directly. This right is provided under EU Directive 2011/83/EU as amended by EU Directive 2023/2673. Items must be returned within 14 days of cancelling, and refunds are processed within 14 days of us receiving your item.

9. ABUSE & FRAUD PREVENTION

We reserve the right to decline return requests in cases of suspected fraud, misuse, or unusually high return patterns. Accounts engaging in abusive behaviour may be restricted from future purchases.

10. CONTACT US

📧 goldenatelierofficial@gmail.com

We aim to respond within 24–48 business hours.