Returns & Refunds Policy

Last updated: 23 October 2026

This policy applies to purchases from Atelier Opulence.

We offer a 30-day return request period, subject to the conditions below. Our voluntary returns policy is additional to your statutory rights under UK consumer law.

1. Returns at a Glance

• Return requests: Contact us within 30 calendar days after delivery.

• Sending items back: Dispatch your return within 14 calendar days after notifying us.

• Condition: For our voluntary returns policy, items must be unused, unworn, unwashed and unaltered, with their original tags and supplied accessories. Brief indoor fitting is permitted.

• Return method: By post or courier to our designated returns address.

• Change-of-mind return postage: Paid by the customer.
  

• Restocking fees: None.

• Refund method: Your original payment method, unless expressly agreed otherwise.

• Return shipping: at your own cost, to our returns centre in the Portugal — an international shipment. We don't provide return labels, free returns or exchanges.

The conditions of our voluntary policy do not restrict your statutory cancellation rights or your rights concerning faulty goods.

2. Cancelling or Changing an Order

If you wish to cancel or change an order, email help@atelieropulence.com as soon as possible with your order number and details of your request.

Orders may enter processing shortly after purchase. We cannot guarantee changes to an order or that dispatch can be stopped once processing has begun.

This does not remove your legal right to cancel an eligible online purchase. You may notify us of cancellation before delivery or within the statutory cancellation period explained below. If an order has already been dispatched, we will explain how to return it.

Refusing delivery alone does not clearly notify us of cancellation. Please also contact us so we can record your request and provide instructions.

3. Our 30-Day Returns Policy

You may request a change-of-mind return within 30 calendar days after receiving your goods.

Contact help@atelieropulence.com within this period and identify the items you wish to return. You must then send them back within 14 calendar days after notifying us.

For requests made outside the statutory cancellation period, eligibility depends on the conditions of our voluntary policy set out below.

This 30-day period does not limit claims concerning goods that are faulty, not as described or unfit for purpose.

4. Condition of Returned Items

For returns under our voluntary policy, goods must be:

• unused and unworn, apart from a brief indoor fitting;

• unwashed and not dry-cleaned;

• unaltered and unrepaired;

• free from stains, make-up, deodorant marks, persistent odours, pet hair and damage caused after delivery;

• returned with original tags attached and all supplied accessories and components;

• returned with their original product packaging, where supplied.
  

Please package items securely for the return journey. Shoes should only be tried on indoors on a clean surface. Where a shoe box is supplied, place it inside protective outer packaging rather than attaching postage labels directly to it.

We inspect returned goods. For voluntary returns requested outside the statutory cancellation period, we may decline a return that does not meet these conditions. We will explain our decision and discuss any arrangements for returning the goods to you before charging additional postage.

Your statutory right to inspect goods

During the statutory cancellation period, you may handle and try on goods as you would in a shop to establish their nature, characteristics and functioning.

Missing packaging, removed tags or handling do not automatically invalidate a statutory cancellation. However, where legally permitted, we may deduct an amount reflecting an actual reduction in value caused by handling beyond what is necessary to inspect the goods.

Any deduction will be explained and will reflect the actual loss in value, rather than a fixed penalty.

These condition requirements do not prevent a valid claim for faulty, misdescribed or unfit goods.

5. How to Start a Return

Email help@atelieropulence.com or use our return request form.

Please provide:

• your order number or other proof of purchase;

• the items you wish to return;

• whether you are requesting a change-of-mind return or reporting a problem.

You do not have to give a reason when exercising your statutory cancellation right.

We will provide instructions to help route and identify your parcel. Include your order details inside the parcel and retain proof of postage. A tracked service is recommended.

6. Return Postage and Other Charges

Change of mind, fit or preference

You are responsible for arranging and paying the direct cost of returning non-faulty goods, including where you ordered the wrong size or the item does not suit you.

Return postage varies according to your carrier, parcel and the disclosed return destination. We do not provide prepaid labels for change-of-mind returns.

If the return destination is outside the United Kingdom, that destination will be disclosed before purchase. Any required customs declaration must be completed accurately using the carrier’s instructions for returned goods.

For goods that cannot normally be returned by post, we will disclose the return cost or a reasonable estimate before purchase.

Faulty, damaged or incorrect goods

We cover reasonable, necessary return costs where goods are faulty, not as described or supplied incorrectly.

Contact us so we can arrange an appropriate return method, collection or reimbursement of reasonable postage costs.

Restocking fees

We do not charge restocking or return administration fees.

7. Faulty, Damaged or Incorrect Items

If something is wrong with your order, email help@atelieropulence.com as soon as reasonably possible. 

To notify us, email help@atelieropulence.com or use our return request form.

Include your order number or other proof of purchase, a description of the issue and, where reasonably available, photographs or a short video. We may arrange an inspection where the issue cannot be assessed remotely.

There is no requirement to report a defect within 48 hours or three business days to retain your statutory rights. A fault discovered after reasonable use or washing is not automatically excluded.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

You generally have a short-term right to reject goods that do not meet these requirements within 30 days of delivery and receive a full refund.

After this period, you may be entitled to a repair or replacement. Where the relevant legal conditions are met, you may instead be entitled to a price reduction or refund.

We will not require you to accept a replacement, different colour, alternative product or store credit instead of a refund to which you are legally entitled.

8. Sizing, Appearance and Normal Wear

An item not fitting your personal preference is not, by itself, a manufacturing fault where the correct item was supplied and its description and size information were accurate.

Screen settings and lighting may affect how colours appear. However, this does not excuse a material difference between the goods supplied and their advertised description.

Any stated measurement tolerance must be reasonable and disclosed on the relevant product page. It does not exclude responsibility for incorrect size information or materially misdescribed goods.

Normal wear, accidental damage, misuse or failure to follow reasonable care instructions do not, by themselves, establish a manufacturing defect.

We assess concerns individually. Loose seams, holes, broken fastenings or other workmanship issues are not automatically excluded from fault claims simply because they could be repaired.

9. Exceptions to Change-of-Mind Returns

Where legally applicable, change-of-mind cancellation rights do not cover:

• goods made to your specifications or clearly personalised;

• sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

Any applicable exception will be identified before purchase. Opening ordinary clothing packaging does not, by itself, create a hygiene exception.

These exceptions do not remove your rights concerning faulty, misdescribed or unfit goods.

Sale and discounted items have the same statutory rights as full-price items.

10. Exchanges

You may request an exchange for another size or colour, subject to availability.

For change-of-mind exchanges, you pay return postage. Any price difference or additional delivery charge will be explained and agreed before proceeding.

Where we supplied faulty or incorrect goods, we cover necessary postage costs.

An exchange does not replace your entitlement to a refund where you have a legal right to one.

11. Refunds

Statutory cancellations

We will issue your refund without undue delay and within 14 calendar days after receiving the returned goods or evidence that you sent them back, whichever occurs first.

If we have agreed to collect the goods, we will refund you within 14 calendar days of receiving your cancellation notice.

For cancellation of an entire order, we refund the original standard delivery charge, up to the cost of the least expensive standard delivery option available when you ordered. Additional charges for a premium delivery option are not refundable.

For partial cancellations, we refund delivery charges where legally required.

Returns under our extended voluntary policy

For change-of-mind requests made after the statutory cancellation period, we will refund eligible returned goods within 14 calendar days of receiving them.

For these voluntary returns, original delivery charges are not refundable unless we expressly agreed otherwise.

Faulty goods

Where you are entitled to a refund for faulty goods, we will issue it without undue delay and within 14 calendar days of agreeing that you are entitled to it.

Refund amount and payment method

Refunds reflect the amount actually paid for the returned goods, including applicable discounts. Any lawful deduction for diminished value will be explained.

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge refund processing fees or require store credit instead of a refund legally due.

Your bank or payment provider may take additional time to display the refund.

12. Your Statutory Cancellation Rights

For most online purchases, you may cancel without giving a reason from the time you place the order until 14 calendar days after the day you receive the goods.

If goods from one order are delivered separately, the period generally runs from the day after you receive the last item.

After notifying us, you have a further 14 calendar days to send the goods back.

Any clear statement of your decision to cancel is sufficient. You may email us or use our return request form.

Our voluntary 30-day returns policy does not replace or reduce these rights.

13. Fair Use and Verification

We may request reasonable information or inspect returned goods to verify a claim and confirm that they match the goods purchased.

Our voluntary returns policy does not cover the return of substituted goods, deliberate damage or items worn beyond a brief fitting.

Suspected misuse will be assessed individually. Any decision concerning a return will remain subject to your statutory rights.

14. Contact

Atelier Opulence
Email: help@atelieropulence.com
Customer service: Monday to Friday

Nothing in this policy excludes or limits your statutory rights under applicable UK consumer law.