Overview
At Atelier Eugenie, we want you to be completely satisfied with your purchase. We take pride in the quality of our products and the care we put into preparing each order. If for any reason you are not happy with your item, you may be eligible for a return, exchange, or refund under the terms below. This policy applies to online purchases made through our website https://ateliereugenie.com.
Eligibility for Returns
Items may be returned within 7 days from the date of delivery, provided they are unused, in perfect condition, and in their original packaging with all labels intact. Products showing signs of use, wear, or damage, or that are missing parts not due to our error, may not qualify for return. For hygiene and safety reasons, certain categories such as soaps, bath products, and other personal care items cannot be returned once opened. Items made to order or customised specifically for you are also non-returnable.
To request a return, please contact our customer care team at info@ateliereugenie.com within 7 days of receiving your order, specifying your order number, the item(s) concerned, and the reason for return. We will review your request and confirm whether the item qualifies for return.
Return Process
Once your return request has been approved, we will assist you in arranging the collection or return shipment. For your convenience, Atelier Eugenie will organise the return on your behalf and provide all necessary instructions and labels. The cost of the return shipment will be deducted from your refund amount, unless the return is due to an error on our part or a defective product, in which case the return is completely free of charge. All returned items must be securely packaged to prevent damage in transit. We recommend keeping the shipping receipt or tracking number until your refund has been confirmed.
Refunds
After we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund. If approved, the refund will be issued to your original payment method within 7 to 14 business days, depending on your bank or payment provider. Please note that original shipping fees are non-refundable, except when the return is due to a defect or mistake on our side. If you have not received your refund after 14 days, please first check with your bank or payment provider, and if needed, contact us for assistance.
Exchanges
If you wish to exchange an item for another size, colour, or model (when applicable), please email us within 14 days of delivery. Exchanges are subject to availability. Once we receive and verify the returned item, we will dispatch the replacement. If the requested item is out of stock, a refund will be processed instead.
Damaged or Defective Items
We carefully check and package each order before dispatch. However, if you receive a damaged or defective product, please contact us within 48 hours of delivery and include photographs showing the issue along with your order number. We will promptly arrange a replacement or full refund at no extra cost to you.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Non-Refundable Items
For hygiene reasons, we cannot accept returns of soaps, bath or body care products, or any item that cannot be resold once opened. Products marked “Final Sale” or “Non-returnable” at checkout are also excluded from return or exchange.
Cancellations
Orders can usually be cancelled shortly after purchase, before they are processed or shipped. If you wish to cancel your order, please contact us as soon as possible at info@ateliereugenie.com. Once the order has been dispatched, it can no longer be cancelled but may still be eligible for return in accordance with this policy.
International Orders
For orders delivered outside the UAE, customs duties, taxes, or import fees paid at delivery are non-refundable. When returning an item internationally, you are responsible for any additional courier or customs charges associated with the return.
Contact Us
If you have any questions about this Refund and Return Policy or wish to initiate a return, please contact us at:
Email: info@ateliereugenie.com