Refund policy
Atelier North partners with independent brands who fulfil orders directly. Returns are therefore sent back to the individual brand responsible for your order.
You can request a return through our Returns Portal or via the Orders section of your customer account, where you can generate a free returns label for eligible items.
We offer a 30-day returns period, meaning you have 30 days from the date your order is delivered to request and send a return.
To be eligible for a return, items must:
- Be unworn, unused and in their original condition
- Include all original tags and packaging
- Be returned with proof of purchase
- Be received back within 30 days of delivery
Free Returns
Atelier North offers free returns on eligible orders for both refunds and exchanges.
As a marketplace, orders are shipped directly by our independent brand partners. Returned items must be sent back using the returns label provided through our Returns Portal and returned directly to the relevant brand.
Please do not arrange alternative return methods unless instructed by Atelier North. We cannot accept responsibility for items returned using unauthorised shipping methods.
Original delivery charges are non-refundable unless the item is faulty or incorrectly supplied.
Packaging Requirements
Please include your packing slip where possible.
All items must be returned in their original packaging. This includes any branded packaging, dust bags, jewellery boxes, protective coverings and swing tags supplied with the item.
We reserve the right to refuse returns that are:
- Worn, used or washed
- Damaged or soiled after delivery
- Missing original tags or packaging
- Returned outside the stated returns period
Footwear
Footwear must be returned unworn, unmarked and in its original shoe box and packaging.
Underwear, Swimwear & Hosiery
For hygiene reasons, all underwear, hosiery and swimwear items are non-returnable and non-refundable.
This includes bikini tops, bikini bottoms, swimsuits, swim briefs, swim shorts sold as part of a set, bodysuits worn as intimate apparel, hosiery and underwear garments.
This policy does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied items.
Beauty & Skincare
Beauty, skincare and cosmetic products may only be returned if unopened, unused and in their original sealed packaging.
Products with broken tamper seals or opened packaging cannot be returned unless faulty.
Personalised & Made-to-Order Items
Personalised, customised and made-to-order products are non-returnable and non-refundable unless faulty.
Refunds
Once your return has been received and inspected, we will process your refund to your original payment method or as store credit if selected during the returns process.
Refunds are typically approved within 3 working days of receipt.
Where orders contain items from multiple brands, refunds may be processed separately.
After your refund has been issued, please allow up to 7 business days for the funds to appear in your account, depending on your payment provider.
Once a refund method has been selected and processed, it cannot be changed.
Faulty Items
If your item arrives damaged, defective or develops a fault, please contact us as soon as possible with photographs and a description of the issue.
Where a fault is confirmed, we will arrange a free return and offer an appropriate remedy, which may include a refund, repair or replacement.
Items damaged through normal wear and tear, accidental damage, misuse, improper care or unauthorised alterations will not be considered faulty.
Need Help?
If you have any questions about a return, refund or exchange, please visit our Help Centre or contact our customer support team.