Refund policy

In case you are not fully content with your purchase, we offer a 21-day return service. Please be aware that the costs of returning the item to us will be your responsibility unless we delivered the incorrect item.To be eligible for a return, all products must be in a sellable condition, unused, and in their original undamaged packaging.

Please take into consideration the following terms and conditions when returning your products:

For compliance with EU hygiene regulations, cosmetic products may only be returned if they are unopened, unused, and in their original packaging due to hygienic reasons. Regrettably, we will not accept any opened containers, jars, tubes, or bottles, including breaking any sealed external packaging.

We can only process your returns and exchanges if the order is returned to us in sellable condition, in its original packaging, and a sturdy return box, excluding faulty products. We reserve the right to refuse returns that display damage caused by the customer, such as tears or other damage.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. We can only process your returns and exchanges if the order is returned to us in sellable condition, in its original packaging, and a sturdy return box, excluding faulty products. We reserve the right to refuse returns that display damage caused by the customer, such as tears or other damage.

Returns Process

To initiate a refund, kindly follow these steps:  Firstly, send us an email at contact@atelierdeglow.com with REFUND mentioned in the subject line along with your original order ID. Please provide us with details of the items you wish to return.

Additionally, please let us know whether you would like a refund, an exchange, or a replacement.

It is important to securely pack the item(s) in their original product packaging, if possible. Please note that we will only be able to process refunds or exchanges for goods that are returned to us unopened and in a resalable condition.

Unfortunately, we do not offer free returns, and customers will be responsible for covering the shipping costs of returning items. Please be advised that shipping costs are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance to ensure that your returned item is received by us. If we do not receive your returned item, we will be unable to process your refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@atelierdeglow.com.