Refund policy

Last updated: October 4, 2026

At Golden Atelier, we want you to love what you ordered. If something isn't right, returns are free, and we're here to make the process easy.

1. RETURNS & REFUND ELIGIBILITY

You can request a return within 14 days of receiving your order, as long as the item is unused, unworn, unwashed, in resellable condition, and in its original packaging with tags attached.

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

The following items are not eligible for return:

  • Items that have been worn, washed, or used
  • Items returned without original tags or packaging
  • Made-to-order or custom-sized garments (unless defective or damaged)
  • Personalised or customised 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. Share the reason if you'd like to. It helps us improve, but it's not required
  4. For damaged, defective, or incorrect items, please attach clear photo or video evidence

We'll reply within 2–3 business days with your return instructions, a free return label, and the correct return address.

Please don't send items back before hearing from us. Returns sent without prior confirmation, or sent to any address printed on your packaging or product labels, may not be accepted.

3. FREE RETURN SHIPPING

Returns are free. We'll provide a prepaid return label for every approved return. In some cases, such as when a label can't be generated for your location, you may need to cover the return shipping cost upfront. If so, we'll reimburse it in full along with your product refund once we've received the item.

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
  • Refunds cover the product value; original shipping charges are not refunded unless your item arrived damaged, defective, or incorrect

Processing times may vary depending on your bank or payment provider. Refunds will not be issued for items 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 size or item, simply start a free return using the steps above and place a new order once your return is approved.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Not what you expected? Contact us within 48 hours of delivery with your order number and clear photos or video. We'll make it right with a replacement, reshipment, or full refund, whichever works best for you.

7. LATE OR MISSING REFUNDS

If your refund hasn't arrived yet:

  1. Check your bank or payment provider account
  2. Contact your payment provider, as processing delays can occur
  3. If it's 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 an order has been dispatched, it will need to go through the free return process instead.

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 sent back within 14 days of cancelling, and refunds are processed within 14 days of us receiving your item.

9. ABUSE & FRAUD PREVENTION

We want to keep free returns fair for everyone. 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.