The Gift Atelier is dedicated to excellent customer service. Occasionally though, we know you may wish to change your mind. If you need to return an unused item you can do so within 28 days for an exchange or refund as required. We will refund the monetary value of the items returned to us, at the price you purchased them.
Under the EU Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. You must let us know in writing by email to returns@giftatelier, stating your wish to cancel the contract and ensuring you quote the order number in all correspondence.
We will refund you the original purchase price and the delivery charge. If you have already received the goods, you will need to return the items at your cost (unless faulty). If you are returning part of your order, we will only refund you the original purchase price of the item(s).
The goods must be returned in the same condition as received and if possible with all packaging. The Gift Atelier reserves the rights to refuse a refund or exchange if the goods returned are deemed to have been damaged, worn or tampered with. This does not affect your statutory rights.
All of our product descriptions are made as accurately as possible. If your item has been described inaccurately, is not fit for purpose or is damaged we will offer an exchange, credit note or refund. All claims must be made within 14 days from the date of purchase.
We will offer customers a full refund or credit note if items are returned according to our terms outlined below:
- You will provide the original receipt as proof of purchase
- All items are unused and in their original condition
- The packaging is unopened
Please email us at email@example.com to confirm that you want to return an item and post the item back within 14 days of receipt to our Returns Department, The Gift Atelier, 18a Carholme Road, London, SE23 2HS and we will offer you an exchange, refund or credit note.
When returning an item, please package it securely and send to us using a registered and insured delivery service. The Gift Atelier will not accept any responsibility for returned items which are damaged or lost in transport. You will be responsible for the cost of delivery and the item must be returned in its original condition.
In the unlikely event that your gift is faulty, The Gift Atelier will accept the cost of postage, or we will arrange the collection of the item(s). This must be agreed in advance by a member of The Gift Atelier team.
All overseas orders will be refunded in UK Sterling and The Gift Atelier takes no responsibility for any loss of value arising from changes in exchange rates.
All refund claims must be made with an original receipt and proof of purchase and will be refunded onto the credit / debit card used to make the original purchase or by way of a credit note to the value of the original purchase.
Right to Cancel
You may cancel your order from the moment you place it, or up to seven working days from the day after you make your purchase. This policy excludes all bespoke or personalised goods.
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account details have expired
- The original account no longer exists
Return the package to The Gift Atelier via the Post Office, or agreed courier service. For your protection we advise that you obtain a 'Proof of Posting Certificate'.
We cannot accept liability for goods that get lost or damaged in transit back to us. Please highlight on the outside of the package 'Return to Origin'.
The Gift Atelier Ltd,
18a Carholme Road,
London, SE23 2HS