Refund policy

We offer a 14-day returns policy. This means that you have 14 days after receiving your item to request a return. 

To be eligible for a return, the item must be in the same condition in which you received it, undamaged, unused and in its original packaging. You will also need the receipt or another form of proof of purchase. 

To initiate a return, please use our contact form and select ‘Cancellation & returns’ as the subject.

If your return is accepted, we will provide you with instructions on how and where to send your parcel. Items returned to us without a return having first been requested will not be accepted. You are responsible for the cost of returning the goods.

If you have any questions about returns, you can contact us at any time using our contact form. Please select ‘Cancellation & returns’ as the subject.

Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.

Exceptions / items not eligible for return
Please contact us if you have any questions or concerns about a particular item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
The quickest way to receive the item you want is to return the item you have received. Once the return has been accepted, you can purchase the new item separately.

European Union – 14-day right of withdrawal
Notwithstanding the above, if the goods are being shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. As described above, the item must be in the same condition in which you received it, undamaged, unused and in its original packaging. You will also need the receipt or another form of proof of purchase.

Refunds

If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs. This does not include any additional costs arising from your choice of a delivery method other than the cheapest standard delivery option we offer.

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will automatically receive a refund to your original payment method within 10 working days. Please bear in mind that it may take some time for your bank or credit card provider to process and credit the refund. 
If more than 15 working days have passed since we approved your return, please contact us at business@altblechatelier.com.