Refund policy

1. Return & Exchange Eligibility

 

If an item fails to meet your expectations or you simply change your mind, you may request a return, exchange, or full refund within 30 days of delivery.

 

Eligibility Requirements: To qualify for a return or exchange, your artwork must be in the exact condition it was received—unworn, unused, with all original tags attached, and in its original packaging. No signs of damage, misuse, or modification are allowed.

 

Return/Exchange Fee: Our returns are completely free of charge. We do not charge any additional return, exchange, or handling fees. The return shipping cost will be fully covered by us, and we will provide a prepaid return shipping label (see Section 3 for details). However, if the return is rejected due to non-compliance with the eligibility requirements (e.g., damaged, used, missing tags), you will be responsible for the return shipping cost of sending the item back to you, and no refund or exchange will be processed.

 

2. Step-by-Step Guide for Returns & Exchanges

 

To ensure a smooth and efficient process, please follow these 5 simple steps:

 

Step 1: Submit a Return/Exchange Request – Contact our customer service team at info@atelierorna.com within 30 days of delivery. Please include your order number, the name of the item(s) you wish to return/exchange, and the reason for the request (e.g., change of mind, defective item).

 

Step 2: Request Approval – Our customer service team will review your request within 1-2 business days. We will notify you via email whether your request is approved. If approved, we will provide you with a prepaid return shipping label and detailed return instructions.

 

Step 3: Package the Item – Pack the item(s) securely in its original packaging (or high-quality protective materials if the original packaging is unavailable) with all original tags and internal protective materials intact (see Section 7 for packaging requirements). Attach the prepaid return shipping label to the outer package.

 

Step 4: Ship the Return – Send the packaged item to our fixed return address. Return Address: Triple Eagle C/O  LIN HUI LAN, Liliduo electronic Commerce Co., LTD, 1118-4871 Miller Road, V7B1K8 Richmond BC, CANADA. Attach the prepaid return shipping label to the outer package. Please note: Do not send returns to any other address, as they will not be accepted or processed. Returns sent without prior approval will also be rejected and not returned to you.

 

Step 5: Process Completion – For returns: Once we receive and inspect your item (usually 3-5 business days after delivery to our warehouse), we will notify you via email to confirm the refund approval. For exchanges: After your returned item is inspected and approved, you can place a separate order for the desired new item (we will not automatically send a replacement to avoid size/style errors).

 

3. Damages and Issues

 

Please inspect your order immediately upon delivery (within 48 hours is recommended). If the item is defective, damaged during transit, or you receive an incorrect product (e.g., wrong style, size), contact our customer service team at info@atelierorna.com right away (within 3 business days of delivery).

 

To assist with quick resolution, please include photos/videos of the damaged/defective item, the outer packaging, and your order number in the email. Our team will assess the issue within 1-2 business days and provide a solution—either a full refund, free exchange, or free replacement (depending on availability), with no additional cost to you.

 

4. Exchanges

 

The quickest way to receive your desired item is to follow the return process (Section 2) first. Once your return is approved and inspected, you may place a separate order for the new item you wish to purchase. This ensures that you can secure the desired item promptly (especially for limited-edition artworks) and avoids delays caused by automatic replacements.

 

If the new item has a different price, you will only need to pay the difference (for higher-priced items) or receive a partial refund (for lower-priced items) along with the original return refund.

 

5. European Union 14-Day Cooling Off Period

 

Notwithstanding the above 30-day return policy, for merchandise shipped to the European Union (EU), you have the statutory right to cancel or return your order within 14 days of receipt, for any reason and without providing a justification.

 

The eligibility requirements remain the same: the item must be returned in its original condition—unworn, unused, with all original tags attached, and in the original packaging. The return process, prepaid shipping label, and fee policy (Section 1) also apply to EU orders.

 

6. Refunds

 

Refund Processing Time: We will notify you via email as soon as we have received and inspected your returned item (usually 3-5 business days after we receive the package), confirming whether your refund has been approved.

 

Refund Method: If approved, your refund will be automatically processed to your original payment method (e.g., credit card, PayPal) within 3–5 business days.

 

Bank Processing Time: Please note that your bank or credit card issuer may require additional 3-7 business days to process and post the refund to your account. This is beyond our control.

 

Refund Inquiries: If more than 15 business days have passed since your refund was approved and you have not yet received the funds, please contact us at info@atelierorna.com with your order number and refund approval email for further assistance.

 

7. Preparing Your Return (Packaging Requirements)

 

AtelierOrna reserves the right to refuse returns or exchanges for items that are no longer in as-new condition due to: damage incurred during return transit (caused by improper packaging), improper installation, client misuse, or missing original tags/packaging.

 

Packaging Guidelines:

 

1. All items must be shipped back in their original protective outer packaging/parcel with all internal protective materials (e.g., bubble wrap, foam, tissue paper) intact.

 

2. If the original packaging is unavailable, the item must be repackaged with sufficient, high-quality protective materials (e.g., bubble wrap, foam sheets) and placed in a sturdy outer shipping box/parcel to prevent damage during transit. No exceptions will be made.

 

Returns that are damaged, improperly packaged, or sent without original protective materials will not be accepted, and no refund or exchange will be processed. You will be responsible for the cost of shipping the item back to you (if requested).

 

8. Order Cancellation

 

Cancellation Eligibility: If your order has been paid for but not yet shipped, we can process a cancellation immediately upon your request. Please contact our customer service team at info@atelierorna.com with your order number to request cancellation. A full refund will be processed within 3-5 business days after cancellation.

 

Non-Cancellable Orders: If your order has already been shipped, it cannot be canceled. You will need to follow the return process (Section 2) once you receive the item.

 

9. Contact Us

 

For any questions, concerns, or assistance related to returns, exchanges, refunds, or cancellations, feel free to reach out to our customer service team at any time:

 

Email: info@atelierorna.com

 

Response Time: We typically respond to all inquiries within 1-2 business days.