Refund and Returns Policy

Last updated 14 September 2026

Overview

At Atelier Eugénie, 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.

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. Notebooks must be unwritten and returned in their original box. Products showing signs of use, wear, or damage, or that are missing parts not due to our error, may not qualify for return. Some items cannot be returned at all — see “Items that cannot be returned” below.

To request a return, please fill in our return request form within 7 days of receiving your order. You can also write to us at info@ateliereugenie.com with 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 Eugénie 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 colour or format, please email us within 7 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.

Items that cannot be returned

For hygiene reasons, soaps cannot be returned or exchanged, whether opened or not. The same applies to any bath or body care product.

Orders of 25 pieces or more, corporate and event orders, and items personalised or made to order for you cannot be returned or exchanged.

None of these exclusions apply to damaged or defective items, which are always covered as described above.

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.

Contact us

If you have any questions about this Refund and Returns Policy or wish to initiate a return, please contact us at info@ateliereugenie.com.