Returns and Complaints

Returns and Complaints Policy

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery (please include the tracking number).
Upon receipt of the items, the purchase price will be refunded.
All returns must be registered with our customer service.

I received a defective item

If you have received a defective item, please contact our support team immediately with the following information:

  • The order number

  • Which item is damaged?

  • A description of the damage

  • Photographic evidence

If your package was damaged during delivery, please take a photo and send it directly to our customer service team.
All damaged package reports must be made within 7 days of the delivery date .
We cannot issue a refund, credit note, or replacement item without proof provided to our support team.

If the return is caused by the consumer, the customer will be responsible for the return shipping costs (the amount depends on the carrier chosen).
If the return is due to our fault (for example, damaged or defective product), the customer will not have to pay any shipping costs .

I received the wrong item

If you have mistakenly received an item other than the one you ordered, please contact our support team immediately with the following information:

  • The order number

  • The name of the item you did not receive

  • The name of the item you received in its place

  • A photo of the item received

Substitutions

Unfortunately, we do not offer direct exchanges.
If you wish to exchange an item, we recommend returning it and placing a new order for the correct product.

Defective products

If the product is defective, damaged during transport, or otherwise incorrect, we will cover the return shipping costs.

If I wish to return an item

If the customer purchased the wrong item, the size doesn't fit, or simply no longer wants it, they will be responsible for the actual return shipping costs and return receipt.

Contacts

For any questions, please don't hesitate to contact our customer service:
📧 info@edwards-atelier.com