Refund policy

1. RETURN ELIGIBILITY

Eligible Items

We accept returns within 10 days of delivery for the following categories:

  • Apparel (excluding made-to-order garments)
  • Footwear
  • Accessories (unless marked as Final Sale)

To be eligible, items must be:

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

Non-Returnable Items

We do not accept returns for:

  • Made-to-order or custom-sized garments (unless defective or damaged)
  • Personalized or customized products
  • Intimate or hygiene-sensitive items
  • Final Sale or Clearance items (clearly marked at purchase)

2. RETURN PROCESS

To initiate a return:

  1. Email us at goldenatelierofficial@gmail.com within 10 days of delivery
  2. Include the following details:
    • Full name and order number
    • Item(s) you wish to return
    • Reason for return
    • Photo/video evidence (required for damaged or defective items)

Our support team will respond within 2–3 business days with return instructions and the correct return address.

Important:
Do not send returns to any address listed on packaging or product labels. Returns will only be accepted at the address provided by our support team.

3. RETURN SHIPPING COSTS

  • Customers are responsible for return shipping costs unless the return is due to:
    • Incorrect item received
    • Damaged or defective product
    • Item is significantly not as described

In such cases, we may provide a prepaid shipping label or reimburse shipping costs, subject to review and confirmation via email.

4. REFUND PROCESS

Once your returned item is received and inspected:

  • You will be notified of approval or rejection within 5–7 business days
  • Approved refunds will be issued to your original payment method
  • Refunds may take additional time to reflect, depending on your financial institution or payment provider.

Refund Conditions

Refunds will not be issued if:

  • Items are returned used, damaged, or not in their original condition
  • Items are missing packaging or tags
  • Return requests are made after the 10-day window
  • Items are sent without prior approval

5. LATE OR MISSING REFUNDS

If you have not received your refund:

  1. Check your bank account or payment provider (e.g., card issuer)
  2. Contact your payment provider, as processing times may vary
  3. If the issue persists, contact us, and we will assist you

6. EXCHANGES

We do not offer direct exchanges.

If you require a different item:

  • Initiate a return following the above process
  • Place a new order once your return is approved

7. ABUSE & FRAUD PREVENTION

To maintain fairness and protect our operations:

  • We reserve the right to refuse returns in cases of suspected fraud, misuse, or excessive return behavior
  • Accounts exhibiting repeated abuse may be restricted from future purchases

8. CONTACT US

For any return-related queries, please contact:

📧 goldenatelierofficial@gmail.com