Last updated: 23 July 2026
We hope you will love your Atelier Afterhours piece. Should you change your mind, the following policy explains how to arrange a return.
This policy does not affect your statutory consumer rights.
Can I return my order?
You may request a return within 14 days of receiving your order.
After notifying us, the item must be sent back within a further 14 days.
To begin a return, contact us at hello@atelierafterhours.com and include:
- Your order number
- Your shipping address
- The item you wish to return
- The reason for the return
- Photographs, if the item is faulty, damaged or incorrect
We will reply with the return instructions and return address.
What condition must the item be in?
Returned items must be:
- Unworn and unused, other than being carefully tried on
- Free from marks, perfume, cosmetics and other signs of wear
- Unaltered
- Returned with the original pouch and packaging where reasonably possible
- Securely packaged to prevent damage in transit
You may inspect the item as you would in a physical shop. However, we may reduce the refund if the item has been handled or worn beyond what is reasonably necessary to inspect it and its value has been diminished.
Are any items non-returnable?
The following items cannot be returned for a change of mind:
- Personalised or bespoke pieces made to your individual specifications
- Gift cards
- Pierced earrings where a sealed hygiene package has been opened
- Items that have been altered, resized or repaired by someone other than Atelier Afterhours
This exclusion does not apply where an item is faulty, damaged or not as described.
A standard atelier afterhours design that is simply prepared after an order is placed is not automatically treated as a personalised or bespoke item.
Can sale items be returned?
Yes. Eligible sale items may be returned under the same conditions and time limits as full-price items unless they were clearly sold as faulty and the specific fault was disclosed before purchase.
Do I have to pay for return delivery?
For change-of-mind returns, the customer is responsible for the return-delivery cost.
We strongly recommend using a tracked and insured postal service. The returned item remains the customer’s responsibility until it reaches us.
If the item is faulty, damaged in transit or incorrectly supplied, we will provide an appropriate return method or reimburse reasonable return-postage costs.
Please contact us before returning a faulty or incorrect item.
Where do I send my return?
All returns are currently processed at our United Kingdom return address.
Please contact us before sending your return. We will provide the correct return address and instructions.
Returns sent without identifying information may take longer to process.
Will my original delivery charge be refunded?
United Kingdom orders
If you cancel and return your entire eligible online order within the statutory cancellation period, we will refund the price of the returned items together with any standard delivery charge you paid.
If you selected Royal Mail Special Delivery or another delivery service costing more than our standard option, we will refund only the equivalent cost of our standard delivery service. The additional premium delivery charge is non-refundable.
If your order qualified for complimentary delivery, there is no original delivery charge to refund.
The cost of returning an unwanted item is the customer’s responsibility, unless the item is faulty, damaged or incorrectly supplied.
United States and South Korea orders
Original delivery charges are not normally refundable for change-of-mind returns, unless required by applicable consumer law.
If your item was faulty, damaged or incorrectly supplied, eligible original delivery costs will also be refunded.
Are US import duties refundable?
US import duties are paid by Atelier Afterhours before the order is delivered.
Where these duties cannot be recovered from the customs authority, the non-recoverable duty amount may be deducted from a change-of-mind refund where permitted by applicable law.
We will explain any proposed deduction before processing the return.
No deduction will be made where the return is caused by a faulty, damaged or incorrect item.
Are South Korean customs charges refundable?
Import duties, VAT and customs charges paid directly by a customer in South Korea cannot be refunded by Atelier Afterhours.
You may be able to apply separately to the Korean customs authority for a refund after re-exporting the item. Any application and supporting documentation are the customer’s responsibility.
How should I declare an international return?
International customers should clearly mark the customs declaration as:
RETURNED GOODS — NO COMMERCIAL VALUE
The parcel should also include the original order number and a description of the returned item.
Incorrect customs declarations may cause delays or additional charges. Any customs or handling fees resulting from an incorrect return declaration may be deducted from the refund where permitted by law.
Do not describe a returned purchase as a gift.
When will I receive my refund?
Once your return has arrived, we will inspect it and confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method within 14 days of receiving the returned item or acceptable proof that it has been sent back, whichever applies under consumer law.
Your bank or card provider may take an additional 2–10 working days to display the refund in your account.
We cannot issue refunds to a different card, bank account or payment method.
Can I exchange an item?
We do not currently offer direct exchanges through our online returns system.
To receive a different item, colour or size, please return the original item for a refund and place a new order.
If you have received a faulty or incorrect item, contact us and we will arrange the most appropriate replacement or resolution.
What if my item arrives damaged or incorrect?
Please contact us as soon as possible, ideally within 48 hours of delivery, and provide:
- Your order number
- Your shipping address
- A description of the issue
- Clear photographs of the item
- Photographs of the external and internal packaging where relevant
We will assess the issue and arrange a replacement, repair or refund as appropriate.
The request to contact us within 48 hours helps us investigate transit damage quickly and does not affect your statutory rights.
What counts as a fault?
A fault may include:
- A broken clasp or component upon arrival
- An item that differs materially from the product ordered
- A manufacturing or assembly defect
- Significant damage sustained during delivery
Natural materials such as freshwater pearls, shells and gemstones may vary slightly in shape, colour, texture and surface character. These natural variations are part of each piece and are not considered faults.
Damage caused by accidental impact, improper storage, normal wear, exposure to water, perfume, chemicals or failure to follow the jewellery-care instructions is not normally considered a manufacturing fault.
Can I cancel my order before dispatch?
Contact us as soon as possible if you wish to cancel or amend an order.
If the order has not yet been prepared or dispatched, we will try to cancel it. Once an order has entered the postal network, we may be unable to stop delivery, but you may still request an eligible return after receiving it.
What happens if my return is lost?
Customers arranging their own return are responsible for the parcel until it reaches us.
Please retain the tracking number and proof of postage. If a return is lost, you will need these documents to make a claim with the postal provider.
Does this policy affect my legal rights?
No. Nothing in this policy limits your rights where an item is faulty, damaged, misdescribed or not of satisfactory quality.